Role: Junior Analyst

We are on the looking out for a junior analyst with great communication skills to support release management and user issues for client’s collaboration products.

Duration is for 3 months (Might be extended). 

Billing rate is $ per hour. 

Location could be San Jose, CA or Raleigh, with Raleigh being first preference.

Description

•Work on change requests (CR) by coordinating with technical teams  - responsible for communications only.

•Triage issues and coordinate with technical teams

•Case Management – Need to troubleshoot and resolve cases raised by users or escalate as necessary

•Build and maintain service levels for Cisco executives at these events – NA.

•Manage incidents through ServiceNow

•Create and manage a knowledge base of known issues  and work with the Comms lead to reflect the same on our jive/IBM connection database.

•Client Management, Communication, Analytics and User Experience services for Conferencing IT Services.

•Drive customer satisfaction surveys and focus groups to gauge service satisfaction

•Monitor mailers and InTouch for customer feedback and route it to the appropriate team.

•User Story development: Develop a “day in the life” user stories based on function / role / lifestyle on how users collaborate at events leveraging UCVS Services

•Extrapolate Data into High level takeaways

•Analyze data for trends – positive service impacts and service opportunities and share the sentiment for the monthly Service Reviews with higher management. 

•Summarize and provide service improvement opportunities