This role will be part of the ITS Business and Technology Services organization. The role and job function will be a lead reporting analyst for the OTC Operations Technology Center and IM Support Center to identify areas of process improvement, procedural documentation updates, trending service request ticketing analysis, OTC special initiatives and projects and manage the OTC and IMSC Video Wall and Voice Contact Center. The candidate must possess strong analytical skills and use of reporting tools and voice contact center tools. Accountable for working with data from multiple sources and creating reporting solutions. This includes dashboards, performance metrics and ad hoc reports. Must be able to interpret customer business requirements, implement solutions and create documentation and operational processes. Will work with various members of the IT Support Ring across the organization and must be able to work on multiple projects simultaneously. Strong skills in managing expectations and deliverables working alone or as part of a larger team. This position will be based out of the LFO (LEJEUNE/FLAGLER OFFICE) campus.
Two-four year college degree strongly preferred
3-5 years of relevant reporting skills
Strong analytical skills
Strong customer service skills
Comfortable with communicating either written or orally with customers and/or management at different levels of the organization.
Ability to set priorities among competing projects and allocate time and resources appropriately
High School Grad / GED:Required;Bachelors Degree or Equivalent Work Exp:Required;Experience:3 years;