Service Desk Analyst - CCaaS - Tandym
Washington D.C.
About the Job
A recognized services company in the Washington, D.C. area is currently seeking a new Service Desk Analyst - CCaaS to join their growing team on a contract basis. For further information about this position, please apply.
Responsibilities:
The Service Desk Analyst will:
- Author and update documentation, deliverables, procedures, and knowledge bases
- Assist in product testing and service desk operational activities
- Work closely with Engineers, System Developers, and other subject matter experts to gather technical information and translate into user-friendly documentation
- Perform quality checks to ensure all content meets established standards and guidelines
- Handle other duties, as needed
Qualifications:
- 3+ years of experience with ServiceNow, Jira, and Confluence (or Rally) systems
- Bachelor's Degree
- Strong understanding of Contact Center and CCaaS solutions, specifically Genesys Cloud CX and PureConnect
- Experience in preparing and maintaining operations documentation, user guides, manuals, and technical publications
- Ability to gather technical information and prepare written text and diagrams (MS Office - Word, Visio, Excel, PowerPoint)
- Ability to maintain a current internal documentation library
- US Citizen or Green Card/Perm Res required
Source : Tandym