Senior System Business Administrator

Location Designation: Fully Remote 

 

 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

 

GBS

 

 

The GBS Business System Administrator will be responsible for owning, maintaining, and enhancing Verint and other GBS application business rules, employee profiles, configuration for both phone and non-phone work-driven departments.  GBS Business System Administrator will work closely to build rapport with vendor, Training, Leaders, IT, peers, and other key business partners to incorporate business processes/changes into system configuration, participate & help coordinate UAT upgrades/updates, manage on/off-boarding, ensure audits are in place, and help troubleshoot issues (monitoring, data feeds/errors, etc.).  GBS Business System Administrator will showcase a solid understanding of Verint applications and business operations, Verint module governance, enhancements, and translation of operational strategies to identify the most effective processes, tools, and communication for targeted enhancements for our business partners.

 

Responsibilities: 

 

• Manages configuration, updates, testing, product launches, and enhancements for Verint related products for GBS inclusive of WFO, Speech Analytics, QM/AQM, Desktop Process Analytics, Request Management, Performance Management, and other Verint modules.
• Owns the onboarding, changes, and offboarding (including profile management) of employees in Verint applications for GBS to ensure accurate historical, current and future tracking.
• Troubleshoots, communicates, and helps resolve technical and configuration issues with the Verint applications used by GBS.
• Works with the Verint application administrator and the middle ware, server, networking, and database teams.
• Manages plans to deliver use cases as well as key metrics for active management and governance.
• Identifies and enforces key administrative activities, including establishing a peer review process, designing, testing, and validation of new rules/use cases, and maintaining appropriate reference and change log and outage documentation.
• Supports the creation and design of rules to accomplish new use cases, and execute required testing.
• Effectively monitors and reports on the overall health status of the WFO, Speech, DPA, Performance Management, and recordings.
• Effectively partners with operational teams for change management, culture change as well as compliance with the delivered/implemented solution.
• Monitoring of identified key performance indicators to ensure the project is delivering intended benefits and that the defined process is being followed.
• Other duties as assigned.

 

Qualifications:

 

• Verint experience (minimum 3 years). Must have outstanding technical knowledge of Verint WFM v15.x.
• 5+ years of systems administration or systems engineering experience.
• Bachelor's degree or 5+ years equivalent work experience.
• Logical thinker with strong analytical, problem-solving and decision-making skills.
• Demonstrated ability to collaborate and ability to develop and maintain effective relationships with individuals at various levels.
• Business Analysis skills and knowledge of WFM business features so you can work with WFM users to understand their requirements and issues.
• Ability to identify issues and opportunities and develop solutions with little oversight.
• Ability to work with a high sense of urgency.
• Advanced Excel knowledge required.
• Knowledge of and experience with the following: SQL server database and SQL Server Reporting Services; Internet Information Services (IIS) and Web logic; Group Policy Object (GPO) management and Domain Account management; Verint system configurations, Systems Management (SMS) push packages.

 

 

Salary range: $80,000-$120,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

 

Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.

 

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