Systems Administrator​/Operations Support Specialist - Intermediate

Experience and Skill Set Requirements

Knowledge :

• Job requires:
  • Specialized technical application development knowledge in more than one field (e.g.: networks, mid-range server, related hardware and software, systems analysis, design, development, testing, implementation, installation, relational database technologies, operational techniques and methods for technology, data, applications, networking, and/or security) to plan, execute and evaluate very diverse application development activities which require analysis and interpretative reasoning and which may also be broad in scope;
  
  contribute technical knowledge to the vendor selection process; make technical recommendations; identify and refer problems, and provide viable options and solutions; provide draft procedures.
• • Thorough knowledge of client s I&IT needs and business environment to define technical scope of work with Manager; develop specialized technical RFP specifications; assist in negotiating SLAs.
• • Situational and project/operational/service management skills.
• • Problem-solving techniques to provide leadership and solutions, which deal with complex application development problems efficiently and effectively.
• • RFP and tendering process, contract management to ensure own input is compliant with corporate standards and client needs.
• • Customer service techniques to provide data, reports, problem resolution, education/information.
• • Change management, training and education, especially for non-technical or first-time users;
• • Project/element, program and service costing and cost control.
• • Examples of cluster applications can be seen at the end of this report.

Must Haves:

• Identify and provide solutions to complex application development problems.
• Experience solving issues with contact center solutions including AWS products such as Amazon Connect (primary), Computer Talk (Icebar application-secondary), NICE - workforce management applications (nice to have).
• Ability to acquire knowledge of program area, IT Systems and business environment.
• Perform software upgrades, apply patches, and provide customer interface to ensure requested changes are implemented, monitor computer workload trends and make adjustments to ensure optimum utilization of computer resources.