Systems Analyst II

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, improving patient diagnostics and therapies or growing efficiency in their laboratories, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

For more information, please visit www.thermofisher.com.

Candidate must have at least three years of experience and background supporting Genesys or contact center applications hosted on windows servers. Candidate must be willing to provide day-to-day support & proactive maintenance and performs independent and basic system fixes and document root cause analysis. Collaborate with internal team members and other IT teams to ensure application support and business continuity.

Responsibilities:

• Add/remove users from Genesys Cloud and Genesys Engage, configure extensions, assist users with logging in.
• Work on day-to-day activities to support business with their system improvements, application issues.
• Supervise and monitor SCI alarms, ensure application availability, document RCAs and update the team SharePoint.
• Investigate application logs to fix basic login issues, work directly with users to resolve their issues.
• Document project with rest of ETO IT teams proactively provide updates on the tasks and activities.
• Follow waterfall SDLC and adapt to Agile methodologies

Required Skills:

• 1-3 years of experience with Genesys or similar contact center technologies (e.g., ACD, Reporting, call routing, IVR)
• 1-3 years of experience using GAX, Genesys Administrator and Genesys Configuration manager to add/update Agent objects and routing objects.
• Must have knowledge of Genesys components and understanding on Genesys T-Server for Avaya, eServices (Multimedia) routing components (UCS, IXN, ESJ), URS
• Must be familiar with Workspace Desktop Edition functionalities, configuration.
• Strong speaking and writing skills to collaborate with diversified business groups!
• Experience using MS Visio, MS Excel and good documentation skills.

Nice to have:

• Experience building call flows using Genesys Cloud Architect
• REST API, JavaScript knowledge