System Resource Analyst (Education)
West Corporation

Mobile, Alabama

This job has expired.


For this opening we will consider candidates from the following locations: Mobile,AL,United States |

Intrado's Life & Safety division is responsible for some critical parts of our everyday life. Our solutions are responsible for everything that happens after a 9-1-1 call is placed - call routing, delivery, location determination and data management. Whether you call from a landline, cell phone or text 9-1-1, we make sure first responders get the right information at the right time so they can save lives.

Intrado also provides notifications to the utilities, healthcare, and educational sectors. Our platform provides multi-modal communications that meet an individual's contact preference and routes over 4 billion notifications each year. At the end of the day, Intrado believes that keeping people in our communities safe, connected, and healthy is a top priority.

Intrado is looking to hire a System Resource Analyst to join our Education Digital Workflow team.

Intrado Corporation is the trusted provider of SchoolMessenger solutions. Thousands of schools and other educational institutions in all 50 U.S. states and Canada depend on SchoolMessenger products and services for community engagement in multiple languages and on any device. From notifications and websites to custom mobile apps and social media, school leaders have relied on the SchoolMessenger platform since 1999.

Essential Duties:

  • Responsible for optimizing client operations efficiency by prioritizing escalated tasks, actively participating in problem resolution, and sharing technical and process knowledge
  • Serve as a knowledge reference for technical, financial and process issues (e.g. complex billing inquiries, complex account reconciliations, reviewing write offs prior to product termination, reinstatements, monitoring check refunds, etc.)
  • Participate in an ongoing analysis of all workflows and tools/resources used by employees and clients
  • Troubleshoot and resolve high-level technical issues
  • Interviews internal and external client to gather adequate stakeholder knowledge
  • Conduct technical research to analyze existing programs for deficiencies or areas that can be improved which includes providing specialized operational support, troubleshooting, and feedback to internal clients as needed
  • Monitor and escalate service requests coming from support staff to engineering to ensure validity and completeness which includes testing issue before submitting to engineering
  • Interact and coach team members on discrepancies found in service request submissions
  • Maintain queue for all support requests; track and support request; submit all documented fixes for support requests; track all support and bridge requests
  • Perform a variety of bridge support functions for assigned business segment products and ensure requests are handled timely and tracked and monitored in queues accordingly
  • Participate in creating, administering, and continuously updating procedures for resolution of all related issues
  • Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences
  • Document and maintain the assigned business segment databases of software, including those associated with each support request, making certain database is published


Education:
  • Bachelor's degree from an accredited college or university with major course work in Business, Computer Science, or Communications required
  • Equivalent work experience in a similar position may be substituted for educational requirements


Experience:
  • 5+ years customer service experience in a business to business environment or technical support experience required
  • 2+ years notifications systems or internal notification systems experience preferred
  • 1+ year experience working in the Education or technical industries preferred
  • Intermediate knowledge of Excel, Word and PowerPoint required

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT THE TEAM

Intrado's Life & Safety division is responsible for some critical parts of our everyday life. Our solutions are responsible for everything that happens after a 9-1-1 call is placed - call routing, delivery, location determination and data management. Whether you call from a landline, cell phone or text 9-1-1, we make sure first responders get the right information at the right time so they can save lives.

Intrado also provides notifications to the utilities, healthcare and educational sectors. Our platform provides multi-modal communications that meet an individual's contact preference and routes over 4 billion notifications each year. At the end of the day, Intrado believes that keeping people in our communities safe, connected and healthy is a top priority.


This job has expired.
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