nice iex workforce AdministratorTelus

Description and Requirements
Specific responsibilities
Respond to user inquiries & trouble tickets related to application functionality, access, and performance
Perform troubleshooting with users
Receive, assess and perform changes, updates, deletes for system configuration items (eg. Agent Definition, Agent Data Groups, Management Units, Contact Types), leveraging experience to ensure that changes do not impact other users or system performance.
Interact with supplier technical resources (NICE Systems) to resolve issues that cannot be cleared within the team, including creating & managing trouble tickets in the NICE WISER ticketing system
Required Experience
At least 2 years of hands-on experience as an application administrator for NICE WFM (also known as IEX), using version 6.5 or newer.
Demonstrated experience working directly with application users to troubleshoot issues with application functionality or performance
Proven experience in managing or assisting in major system changes/upgrades involving testing and communication
Experience with NICE Employee Engagement Manager (EEM) is a bonus
Measures of Success
Meet or exceed turnaround time for trouble tickets (2 hrs) and change requests (typically 48 hrs)
First contact resolution - solving problems correctly the first time through effective troubleshooting
Provide guidance and recommendations to the Product Manager for improvements in process effectiveness
Explore the possibilities at TELUS International. We love to see you grow and develop both personally and professionally. Find jobs that match your skills to build a career that excites you. Join our Talent Community to receive Newsletters and jobs alerts based on your profile and interests. Come learn how!
Telus

Ortigas Center, Pasig City
Permanent
Full-time