Job Summary
The Technology Analyst II is responsible for supporting Call Center phone based activities and provides vendor support for specified functional area of the Voice Technology operation. Works with Operational Stakeholders to define their project requirements, works with vendors and shared services partners to ensure the successful implementation of small to midsized enhancements. Provides support for Call Center phone-based support activities. Tasks to focus primarily upon call center technologies (e.g., Genesys, Nuance, etc….) product suite, but an overall implementation involves issues that span the breadth of IT it may touch on cloud computing, hardware, virtualized hardware, operating systems, software, telephony, or network.
Under general guidance, works on assignments that important to the Technology Function. This role performs analysis work in any area of the Technology organization that may include work related to business systems analysis, monitoring and analyzing security systems or other systems, gathering business requirements, reviewing reports and/or analyzing trends. Assignments are received in short- and mid-term outcomes that are of complex initiatives and regularly require the application of independent judgment and creativity. Operates within the context of approved methods.

Job Responsibilities

• Develops and maintains daily operational activities that impact important components / processes of the specified Technology work function. This may include work in Information Security, Business Systems Analysis, Strategy, Operation or analysis work in any other part of the Technology organization that may include items such as:
• Developing and maintaining assigned high profile plans/programs to enhance/maximize consumer awareness, market share and support specified initiatives.
• Interpreting results and analyzing trends.
• Reviewing alignment of functional area strategies with assumed outcomes.
• Monitoring strategies of functional area and recommending / implementing adjustments.
• Contributing in planning and implementing a broad range of activities to meet objectives.
• Participates in gathering and analyzing of internal business requirements by means of interviews, workflow analyses and facilitated discussions with users.
• Translating users’ business requirements into detailed functional designs for development, testing and implementation.
• Applying methodologies and preparing detailed specifications using case statements and related documentation.
• Participating in managing the scope of applications and related changes.
• Assessing and evaluating systems to identify weaknesses and assess risk; performs vulnerability testing.
• Implementing new or upgraded security measures or controls, and documents system or process changes.
• Reviewing security violation reports or logs, investigates possible security exceptions and coordinates with internal teams or external agencies as needed, including managed service providers.
• Developing and maintaining security controls, defenses and countermeasures to intercept and prevent internal or external attacks or attempts to infiltrate company email, data, e-commerce and web-based systems. May advise on security controls for projects.
• Advising on penetration testing and vulnerability assessments of applications, operating systems and/or networks.
• Conducting cleanup of legacy environments

About Walgreens
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com

BASIC QUALIFICATIONS

• Bachelor’s degree and at least 1 year of experience in Information Security, Business Systems Analysis, Governance, Strategy, and/or Operations OR High school / GED and at least 4 years of experience in Information Security, Business Systems Analysis, Governance, Strategy, and/or Operations
• Experience establishing & maintaining relationships with individuals at all levels of the organization, in the business community & with vendors.
• Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Knowledge of project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).

Preferred Qualifications

• Master’s degree in Computer Science Information Technology, Mathematics area of study or equivalent combination of education and or relevant work experience
• Knowledge of the Genesys product SuiteFamiliarity with Five9 is a plus
• IVR Nuance experience
• Experience with technical design process and models
• Experience with requirements specification and development, such as process/functional requirements definition methods, JAD/RAD sessions, use case development, process flow diagrams
• Knowledge of SDLC / SW development processes, such as Unified Modeling Language ("UML") and / or Rational Unified Process ("RUP"), Agile, Waterfall)
• Experience working in Security Engineering, Threat Response, Security Operations, IT Operations, IT Compliance and/or IT Governance
• Knowledge of P&L
• Experience working in the IT Industry

We will consider employment of qualified applicants with arrest and conviction records

• Develops and maintains daily operational activities that impact important components / processes of the specified Technology work function. This may include work in Information Security, Business Systems Analysis, Strategy, Operation or analysis work in any other part of the Technology organization that may include items such as:
• Developing and maintaining assigned high profile plans/programs to enhance/maximize consumer awareness, market share and support specified initiatives.
• Interpreting results and analyzing trends.
• Reviewing alignment of functional area strategies with assumed outcomes.
• Monitoring strategies of functional area and recommending / implementing adjustments.
• Contributing in planning and implementing a broad range of activities to meet objectives.
• Participates in gathering and analyzing of internal business requirements by means of interviews, workflow analyses and facilitated discussions with users.
• Translating users’ business requirements into detailed functional designs for development, testing and implementation.
• Applying methodologies and preparing detailed specifications using case statements and related documentation.
• Participating in managing the scope of applications and related changes.
• Assessing and evaluating systems to identify weaknesses and assess risk; performs vulnerability testing.
• Implementing new or upgraded security measures or controls, and documents system or process changes.
• Reviewing security violation reports or logs, investigates possible security exceptions and coordinates with internal teams or external agencies as needed, including managed service providers.
• Developing and maintaining security controls, defenses and countermeasures to intercept and prevent internal or external attacks or attempts to infiltrate company email, data, e-commerce and web-based systems. May advise on security controls for projects.
• Advising on penetration testing and vulnerability assessments of applications, operating systems and/or networks.
• Conducting cleanup of legacy environment