Aspect System Analyst

Job Description

Aspect System Analyst

We're hiring an Aspect System Analyst to join EA's Worldwide Customer Experience (WWCE) organization.

WWCE exists to help the world play. We support players across the globe in 13+ languages and value employees that will bring new ideas and perspectives to help make WWCE a great place to be and be from. We celebrate diversity and inclusion and aim to create great experiences for our employees as often as our players. We're looking for people that will come to the office or Zoom meeting excited to work and ready for some fun.

Responsibilities:

The Aspect system is EA's WFM tool and requires management to ensure we are maintaining the right inputs, configuration and functionality to provide outputs. These outputs can accomplish targets through accuracy and agreed methodologies. The Aspect System Analyst will develop a system flow for the product, document its needs and impacts. The administrator will report to the WFM Manager and contact center management on delivering daily activity and efficiency improvements, process change management and input. You will also perform other specific responsibilities listed below:
• Document the current system process identifying any associated gaps and risks
• Manage all system configuration / user account creation / regular audits of license requirements / monitors the tool usage across global sites, documents and reports anomalies for escalation to management
• Are a contact for all planned system downtime / communicate planned events to partners / ensures failed integrations are scoped, monitored and retrospective reviews completed to maintain data integrity
• Work with both Aspect and other industry users to identify best practice and create a development roadmap for the product to ensure CE is optimizing the tool for maximum return
• Work with other system owners and analysts to identify areas for improvement for the tool / process
• Work within the WFM & Planning team to identify and build regular data inputs/outputs such as forecast volume entry and break optimization

Qualifications:
• Expertise in system administration and system management
• Project management skills
• Experience in Workforce management tools, preferably in a contact center environment
• Comfortable setting your direction to fulfill the needs of the role
• Good technical background and knowledge is a requirement; related degree or experience that expresses skills with documenting technical concepts and systems
• Experience using a CMS or other knowledge management systems to organize and create documentation
• Experience creating documentation that is concise and accurate
• Doesn't miss the particulars
• Can translate technical concepts into written format, provide expertise while also being collaborative
• Must feel comfortable writing in spreadsheets (can maintain complex spreadsheets) and other productivity tools (Word, PowerPoint) and understand how to make documents accessible
• You will guide and own documentation tooling and process improvement across multiple, simultaneous projects and systems
• Creative in identifying and experimenting with new models and tools
• Partner management across global locations
• Experience implementing new software or applications is useful
• The ability to suggest solutions and fix problems, or negotiate compromises, based on the needs of company partners
• The ability to see trends and make recommendations for process improvements

Jobcode: Reference SBJ-rveqbn-18-225-149-32-42 in your application.