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Brooksource · 1 day ago

System Analyst

Tacoma, WA

Contract

Hybrid

Senior Level

$45/hr - $60/hr

5+ years exp

Brooksource is seeking a Business Systems Analyst to provide administration, operational support, and enhancement delivery for critical customer-facing systems within a large utility environment. This role supports customer service operations and business stakeholders by ensuring reliable system performance and leading small enhancement projects.

EmploymentHuman ResourcesInformation Technology

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Administer and support Verint (Workforce Management), IVR (Interactive Voice Response), MyAccount customer web portal, and Qmatic lobby queuing systems

Provide day-to-day operational support, troubleshooting, and issue resolution for customer-facing applications

Track, manage, and resolve support tickets, including coordinating with vendors when necessary

Configure, test, document, and deploy system changes to ensure smooth and reliable releases

Lead small application enhancement projects from requirements gathering through delivery

Gather, analyze, and document business and technical requirements

Perform system testing, validation, and verification of changes

Create, update, and maintain system documentation, user guides, and training materials

Monitor system performance, identify recurring issues, and recommend process or technical improvements

Support change management activities, including communicating system updates to end users

Provide light Salesforce configuration and support when needed (ticket management, workflows, minor enhancements)

Qualification

Business Systems AnalysisRequirements GatheringSystem TestingVerint AdministrationSalesforce ConfigurationUtility Industry ExperienceMicrosoft OfficeCommunication SkillsOrganizational Skills

Required

Minimum 5 years of experience as a Business Systems Analyst or related role

Experience administering and supporting customer-facing, call center, web portal, or queuing systems

Experience leading small application enhancement projects

Strong requirements gathering, documentation, and testing experience

Strong written and verbal communication skills with the ability to translate technical concepts for business users

Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams)

Strong organizational skills with the ability to manage multiple priorities

Ability to work flexible hours, including occasional after-hours support for cutovers or implementations

Preferred

Experience with Verint, IVR platforms, MyAccount or similar customer portals, and/or Qmatic

Utility industry experience, including familiarity with utility billing environments

Familiarity with SAP S/4HANA or similar Customer Information Systems

Salesforce administration, configuration, or support ticket management experience

Business analysis or requirements certifications including CBAP, CCBA, PMI-PBA, IIBA-AAC, CPRE-FL, CSBA, CBPA, or equivalent

Company

Brooksource

Glassdoor4.0

Brooksource is a single source for project and supplemental support through contract employment, contract-to-hire labor employment.

Founded in 2000

Indianapolis, Indiana, USA

1001-5000 employees

http://www.brooksource.com

H1B Sponsorship

Brooksource has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (10)