Job Description
NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children’s hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.
Position Summary:
We have an exciting opportunity to join our team as a Workforce Analyst.
In this role, the Business Analyst will be in a collaborative role that will partner with the business to facilitate and implement Call Center technology solutions. The Analyst should be highly skilled and knowledgeable with an expertise in the Verint systems application as well as other applications used primarily to support the FGP Call Center. The role will be responsible for supporting and optimizing the implementation and usage of Verint Systems software and Avaamo IVR within the organization. This role will involve analyzing system requirements, troubleshooting issues, designing solutions and providing technical guidance to both MCIT colleagues and our business partners. Strong expertise in Verint Systems application/modules, support of Avaamo IVR model, vendor relationships and the ability to effectively communicate technical concepts are necessary for success in this role. This position requires a high-level understanding of Call Center systems, data management, industry, project management, and end-user requirements. The application of specialized domain knowledge in monitoring, assessing, analyzing and/or evaluating processes and data will be required.
Job Responsibilities:
Job Responsibilities:
• Create detailed business requirements for functional (e.g., business processes, call/workflows, rules) and non-functional (e.g., data, security) capabilities.
• Collaborate with business users, IT teams, and vendors to understand system requirements and business processes related to Verint Systems applications and Avaamo IVR support needs.
• Analyze, troubleshoot, and resolve technical issues and incidents related to Verint Systems software, ensuring minimal disruption to business operations.
• Partner with team members to develop project schedules, reports, and documentation; May be required to act as project lead on small to medium projects and/or provide direction to others on the team.
• Design and implement solutions for enhancing the functionality and performance of Verint Systems applications and Avaamo IVR model.
• Validate test cases to ensure that the application will serve the business function performed.
• Conduct system testing, including unit testing, integration testing, and user acceptance testing, to ensure the quality and reliability of Verint Systems implementations and Avaamo IVR use cases and metrics.
• Create and maintain technical documentation, including system configurations, workflows, and user guides, to facilitate knowledge sharing and training.
• Provide technical guidance and support to end-users, assisting them in understanding and effectively utilizing Verint Systems applications.
• Collaborate with cross-functional teams to identify opportunities for process improvements and system enhancements.
• Stay up-to-date with the latest Verint Systems product releases, features, and industry best practices to ensure optimal utilization and efficiency.
• Participate in meetings, workshops, and training sessions to share expertise and contribute to the overall development of the organization’s technology landscape.
Minimum Qualifications:
To qualify you must have a Minimum of a Bachelors’ degree in Computer Science, MIS, Business or related degree and three (3) years of relevant experience or a combination of education, training and experience
Experience with leading Call Center and Telephony systems (preferably Cisco UCM, Cisco UCCE, Verint WFO suite)
Advance/Admin Salesforce Experience
May occasionally work a non-standard shift including nights and/or weekends and/or have on-call responsibilities
May work in a team environment or project room to facilitate collaboration
Preferred Qualifications:
Experience working as a Technical Analyst or similar role, with a focus on Verint Systems applications.
Strong knowledge and understanding of Verint Systems applications modules, such as Verint Workforce Optimization (WFO), Verint Enterprise Workforce
Management (WFM), Verint Recording and Quality Management (QM), etc.
Proficiency in analyzing complex business requirements and translating them into technical solutions within the Verint Systems framework.
Experience in troubleshooting and resolving technical issues related to Verint Systems applications, including system configurations, integrations, and data
management.
Familiarity with software development methodologies, system integration, and data migration processes.
Excellent problem-solving skills and the ability to think analytically and logically.
Strong communication skills, both verbal and written, with the ability to effectively communicate technical concepts to diverse stakeholders.
Proven ability to work collaboratively in a team environment and build positive relationships with internal and external stakeholders.
High attention to detail and commitment to delivering high-quality work within specified timelines.
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you’ll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Health’s EEO policies, please click here. Please click here to view the Federal “EEO is the law” poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.
NYU Langone Health provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $63,935.04 – $106,202.23 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
To view the Pay Transparency Notice, please click here