Process Analyst - NICE Knowledge Expert
at DaVita
Malvern, PA 19355, USA -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 24 Jan, 2025 | USD 27 Hourly | 25 Oct, 2024 | N/A | Reporting Applications,Html,Servicenow,Critical Thinking,Excel,Plus,Training | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
PROCESS ANALYST
The CX Process Management team is looking for a highly motivated Process Analyst to join our dynamic team of talented individuals.
REQUIRED QUALIFICATIONS:
- Experience with CCaaS software, ideally NICE CXOne platform.
- Working knowledge of the ServiceNow platform
- General knowledge of Microsoft Office Suite; Expertise in Excel a plus
- Critical thinking and problem solving skills
- Ability to host and facilitate meetings
- High School diploma
PREFERRED QUALIFICATIONS:
- Comprehensive knowledge of ServiceNow’s Knowledge, Incident, Catalog, and Reporting applications
- Working knowledge of HTML or other coding language
- Working knowledge of Contact Center as a Solution (CCaaS) tools
- Experience with training or presenting to large audiences
Candidates near an office location will be required to be on site 3 days per month.
Responsibilities:
- Support our integration and maintenance of Contact Center technology software.
- Support processes for Knowledge, Incident, Problem, Request, and Service Catalog as they relate to service management
- Create and manage Problem records from identification to resolution
- Perform trend analysis to identify recurring issues and pain points for end users
- Evaluate how system changes will impact customers
- Collaborate with development and testing teams on resolutions to reported issues and problems
- Create, approve, and manage Knowledgebase articles
- Compare records in ServiceNow against documentation best practices
- Collaborate with various stakeholders to ensure proper service level management
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Information Technology/IT
IT Software - Other
Other
Diploma
Proficient
1
Malvern, PA 19355, USA