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Call Center Senior Analyst

Company: Metlife Tech Jobs
Location: Cary
Posted on: November 9, 2019

Job Description:

Job Location: United States -: -North Carolina : Cary Role Value Proposition:Application Maintenance and Support (AMS) has an opportunity specifically supporting the Group Benefits business. This position is focused on building and maintaining relationships with business and technology teams to understand business priorities and ensure delivery of solutions to meet expectations, while intercepting interference from other teams and addressing valid concerns.Key Responsibilities:

  • Responsible for day-to-day production management activities including the investigation and prioritization of incidents, service requests and problems. - - May perform break-fix coding and/or scripting. Maintains records to document break-fix code changes. -
  • Represent the AMS organization to business as a clear, consistent source of trustworthy information, exhibiting transparency and resourcefulness.
  • Supports cross-functional teams on new initiatives
  • Ensures compliance with operational support models. -
  • Assists in mitigating impediments and conflict resolutionEssential Business Experience and Technology Skills:Required:
    • Bachelor's degree in Computer Science, Information Systems, or related field
    • 3+ years of related IT experience
    • Strong verbal and communication skills, self-motivated and takes initiative and comfortable working in a fast-paced, multi-tasking, dynamic environment with strong analytical thinking and end-to-end problem-solving skills
    • Knowledge of agile frameworks like Scrum and Kanban and experience working with offshore team and vendorPreferred:
      • IVR technology applications. Working knowledge of Avaya call center suite of applications; Avaya IR, Voice Portal, Nuance Speech Recognition, Text to Speech, Vonetix, Application Call flows
      • Experience in production support, application development, infrastructure or technology operations
      • Understanding and experience in ITIL framework and understanding of DevOps principles
      • Previous use of monitoring tools, such as AppDynamics
      • Finance/Insurance industry experience
      • Service Now and Jira Experience
      • Ability to lead othersAt MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.MetLife maintains a drug-free workplace.For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.Requisition #: -112685 -

Keywords: Metlife Tech Jobs, Cary , Call Center Senior Analyst, Accounting, Auditing , Cary, North Carolina

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