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Systems Analyst - Contact Center Technology - Troy, MI Headquarters

Company: Flagstar Bank
Location: Troy
Posted on: January 24, 2023

Job Description:

The Systems Analyst will be responsible for full business oversight of the Banking IVR and affiliated call menus, including production support, enhancements, journey mapping and evolution of the platform to increase customer adoption through the use of artificial intelligence tools. The Systems Analyst will also own CEC's Disaster Recovery program.Represent the Business in ownership of Banking IVR and Banking-affiliated call trees

  • Serve as subject matter expert to fully understand infrastructure of the CEC Banking IVR and smaller affiliated menus ("1488" and "DCB" menus) and Banking vendor IVRs.
  • Own, analyze and provide mitigations for customer complaints regarding IVR.
  • Develop and maintain procedural documentation to describe system management and functionality as needed (i.e. process flows, quick guides for end users).
  • Troubleshoot production issues with the IVRs and work as a liaison to the business and IT to ensure root cause analysis is completed and resolution achieved.
  • Meet with business partners to review business requirements for new enhancements/requests for the IVR and understand the problem the business is trying to solve; partner with IT to recommend solutions to meet the needs.
  • Partner with IT to actively manage, discuss and complete work on IVR backlogs.
  • Fully manage testing support from the business for all IVR implementations, including: co-development of test plans, scenarios, performing UAT and communication of results to CEC stakeholders.
  • Partner with IT to prepare monthly and ad hoc dashboards to communicate IVR progress; partner with CEC Reporting Analysts to review call center data and identify opportunities to add self-service functionality to the IVRs.
  • Oversee messaging in the IVRs including: in-IVR scripting, ad hoc messaging holiday and emergency messaging. Perform regular reviews of the messaging to ensure up-to-date.
  • Participate as member of cross-functional project teams for Flagstar initiatives and provide recommendations for system usage.
  • Perform demonstrations of the IVRs for a variety of audiences (project teams, new hires, consultants, auditors).
  • Back up partner Systems Analysts for work on Servicing IVRs as needed.

    Drive innovation and evolution for IVRs
    • Continuously analyze system capabilities and perform best practice research to ensure IVRs are utilized to full capacity. Provide recommendations for improvements to IVRs.
    • Proactively conduct streamlining and journey mapping exercises to identify inconsistencies, opportunities for improvement and recommended modifications to the IVRs to improve the customer experience.
    • Participate in and/or drive initiatives to evolve existing IVR technology into Artificial Intelligence.

      Disaster Recovery
      • Own and spearhead CEC's Disaster Recovery strategy
      • Own and maintain key documentation (Business Continuity plan, call trees)
      • Proactively prepare for and organize meetings, communications and action plans for disaster situations
      • Assign key roles and represent for CEC by taking the lead in BCP tabletop sessions
      • Participate in additional projects and perform oversight of additional technologies and/or processes as requested

        Job Requirements:
        • HS Diploma, GED or Foreign Equivalent
        • A bachelor's degree in Information Technology or related field is strongly preferred, but not required. Comparable work experience would include 4-5 years of experience providing application support for a system
        • Comprehensive knowledge of and experience with IVR and/or system troubleshooting preferred but not required.
        • Experience working with Artificial Intelligence is preferred but not required.
        • 3+ years of contact center experience preferred but not required.
        • Intermediate technical skills required; demonstrated ability to solve complex problems and implement creative solutions in a fast-paced dynamic systems environment.
        • Knowledge of Microsoft Office Suite with advanced skills in Excel, Visio and PowerPoint, including creation of process flows, preferred.
        • Experience analyzing, trending, synthesizing and presenting data in a streamlined manner.
        • Strong organizational skills, resourcefulness, and attention to detail, along with the drive for excellence
        • Strong written communication required; strong verbal communications skills required, including ease and ability to communicate with and develop relationships with employees at all levels of an organization.
        • A demonstrated commitment to high professional ethical standards and a diverse workplace.
        • Self-motivated learner who, when faced with something new, will take the opportunity to fully understand it and take the initiative to become the Subject Matter Expert (SME)
        • Ability to simultaneously manage multiple projects and effectively prioritize work to meet all deadlines under tight time constraints.
        • Ability to actively push for resolution with partnering organizations while maintaining working relationships throughout teams.
        • Eye for detail and proactive approach to finding ways to streamline processes.
        • Proven proactive approach, including taking action to increase visibility and providing regular status updates.
        • Ensures compliance with applicable federal, state and local laws and regulations. - Completes all required compliance training. - Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. - Takes responsibility to keep up to date with changing regulations and policies.

          Internal Use Only - Job Band G

Keywords: Flagstar Bank, Troy , Systems Analyst - Contact Center Technology - Troy, MI Headquarters, Professions , Troy, Michigan

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