[Hiring] IT Operations Admin II @Inspira Financial

Role Description

The IT Operations Admin II will report to the Application Operations Manager in the Technology Department. This role is responsible for providing technical and functional support for the CXOne application suite of products used by Inspira. This position serves as a supporting interface with the Operations and Client Service teams to build, maintain, and provide processes for using the applications.

Working within a team environment, IT Operations Admin assists in:

• System creation
• Documenting how an application functions
• Conducting training sessions
• Studying, understanding, and analyzing multiple data sources to find patterns and dependencies

This role will address potential single points of failure and ensure robust and reliable support for the business units and enterprise-wide initiatives. Additionally, this role serves as the in-house subject matter expert, driving stability, efficiency, and continuous improvement in our telecom environment.

This role will assist in monitoring Application Support inboxes, triaging and responding to inquiries related to Inspira applications and products. Responsibilities include:

• Logging bugs and defects that arise as a result of investigations
• Playing an important part in the company’s product development process

The ideal incumbent will be creative, client-focused, solutions-driven, organized, and have exceptional interpersonal skills.

Qualifications

• 3-5 years of experience in a Technical Client Support role or a Technical Analyst role
• Bachelor’s degree in computer science, Information Systems, or related field
• Industry certifications (e.g., NICE CXOne certifications, CCNA, ITIL)
• Experience supporting large-scale contact center operations
• Familiarity with Workforce Management (WFM), CRM integrations (Salesforce, ServiceNow), and VoIP systems
• Project management or process improvement experience
• Strong understanding of IVR, ACD, Workforce Management, call routing, and reporting functionalities
• Possess sound technical experience in fast-paced financial services environments
• Understanding of MS Office Applications, including SharePoint, Visio, and Project
• Strong client service orientation
• Strong analytical skills, follow-up capability, and problem-solving ability
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong interpersonal and oral communication skills
• Capable of respectful, strong working relationships with business units from non-technical users to technical leads to developers
• Highly self-motivated and directed
• Provides excellent service to internal and external clients
• Maintains composure in highly stressful or adverse situations
• Previous experience supporting applications and products
• Working knowledge of SQL query and reporting
• Excellent analytical and critical thinking skills with the ability to analyze and solve problems
• Ability to identify and document solutions to business problems with accuracy
• Ability to coordinate and manage multiple projects and deadlines simultaneously
• Ability to mentor junior members of the team

Requirements

• Prolonged periods of sitting at a desk and working on a computer

Company Description