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Senior Systems Administrator

Boston, MA 02116

Employment Type: Contract Expertise: X - SKILLS SUMMARY (ALL) Job Number: 24092 Pay Range: $72 - $82hr

Job Description


Job Title: Senior Systems Administrator
Location: Boston, MA

Overture Partners’ client has an immediate need for a Senior Systems Administrator. To secure an interview, candidates must meet the following criteria:

Must Haves:
  • Must have strong analytical and problem-solving skills.
  • Must have excellent verbal and written communication skills.
  • Ability to effectively communicate technical matters.
  • Ability to gather business requirements and translate them into functional requirements.
  • Must have strong knowledge of customer experience expectations in a service environment.
  • Experience in technical systems analysis in a related industry.
  • Ability to define, manage, and exceed customer expectations.
  • Experience in project management.
  • Ability to prioritize and manage multiple tasks while maintaining attention to detail
  • Ability to lead and engage in effective meetings that foster collaboration and align diverse stakeholders toward common goals
  • 5+ years of direct work experience in a relevant industry.
  • Demonstrated analytical background, experience managing vendor contracts and implementations.
  • Experience in supporting multiple applications.
  • Deep knowledge of Queue management and Contact Center applications is a plus.
  • Knowledge of end-to-end systems.
  • Knowledge of ITIL processes and service delivery.
  • Knowledge of requirements gathering and elicitation techniques.
What the Client Needs You to Do:
  • Execute and document platform administrator changes.
  • Maintain and manage current state and future state documentation, help build run books to operationalize current implementation.
  • Work with internal cross-functional IT teams (Telecom, Network, Security, Desktop, Service Desk etc.), vendors, and end-users to provide accurate and effective resolutions to issues on the various components of the solutions.
  • Provide effective written and verbal communications to users, stakeholders, and vendors regarding the status of incidents, changes, and other initiatives that he/she will be responsible for.
  • Work with the Major Incident Management team, Customer Engagement Manager, and Vendors to help bring resolution to incidents and ensure communication to stakeholders, both business and IT.
  • Escalate issues that require executive attention.
  • Perform system analysis duties on various platforms and provide documentation of required processes.
  • Work with business users and stakeholders to assess and document business requirements on new initiatives and projects.
  • Gather user and system requirements through open-ended discussions, JAD, and brainstorming sessions.
  • Prepare and design workflow diagrams and process workflows.
  • Manage system improvements in coordination with business groups and vendors.
  • Manage and support issues on integration with other systems.
  • Lead initiatives to enhance the platform's capabilities.
  • Coach, mentor, and train other (business and IT) members on the use of the various components of the platforms and their best practices.
  • Facilitate the definition for future project scope, milestones, tasks, deliverables, and resource requirements.
  • Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc., ensuring all business needs are met.
Education
  • BA/BS degree in Business, Computer Science, Management Information Systems, or related field.
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