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Vacancy Details

IT/Software

Centre Application Analyst - Cork

Contract Type: Permanent
Sector:
Location: Cork
Date: 29/08/2018
Job Reference: 96239

Job Description

Contact: Jenny Dore
Email: jenny@hero.ie
Telephone: 086 0449371



Centre Application Analyst
Our client, a medical device company in Cork is currently looking to recruit a Centre Application Analyst for their site.
  • Act as the primary point of contact for business to Genesys Support and Professional Services.
  • Act as the first point of escalation for issues, requests and outages.
  • Assist Genesys support in troubleshooting issues.
  • Assist business with communication to Genesys support. Help business understand terminology, scope of their request, etc.
  • Set expectations for the business based on information from Genesys and technical expertise.
  • Gather business requirement for requests that require a Statement of Work (SOW) from Genesys.
  • Help with requirements gathering & documentation
  • Review the Genesys SOW to insure Genesys understands requirements.
  • Monitor progress and assist with communication to Genesys.
  • Administration of PureConnect Cloud (formerly CIC CaaS).
  • Identify & manage Call routing changes (small to medium).
  • Crate and make changes to surveys.
  • Call recorder and Supervisor knowledge.
  • Be able to make changes in the line container, line groups container and dial plan
  • Moves, Adds, Changes (MAC).
  • Add new users.
  • Reset passwords.
  • Manage line groups and dial plans.
  • All other administrative functions that are customer responsibility.
  • Monitoring of reports and services to ensure the efficient and appropriate use of services.
  • Develop new or adhoc reports.
  • Create and manage tickets to the Genesys support.
  • Monitor tickets to insure problems and requests to the vendor are being resolved in the appropriate period.
  • Work with the business and Support to ensure that all problems and requests are communicated accurately and the vendor had all necessary information.
  • Provide user training as necessary.
  • Document relevant processes and call flows to ensure consistency and clarity

Basic Qualifications
  • Bachelor's degree in relevant discipline
  • 2-3 years' experience in similar role
  • PureConnect (or CIC) certified (2016 R4 or above).
  • Proficient in Attendant, Administrator, ICBM
  • Ability to influence and lead change effectively
  • Ability to engage with people of all levels and build enduring relationships based on trust
  • Ability to proactively & effectively analyse & resolve problems, with attention to detail
  • Ability to work in local/regional/global team environment effectively with internal business partners of all levels & disciplines


For further information on this Centre Application Analyst role in Cork please contact Jenny Dore on 086 0449371 / jenny@hero.ie

Check out all our open jobs on our HERO Recruitment website - www.hero.ie
Please Note: Under its obligation under the Data Protection legislation, HERO Recruitment will not forward your details to any company without your prior approval.

Clients we are proud to work with

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“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

Moira Faherty,
Human Resources Manager
Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

Adrian Rice,
Engineering Manager 
Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
Asst. HR Manger
Hollister ULC, Ballina, Co. Mayo

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

Lorraine McDonnell,
Senior Talent Acquisition Specialist
Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

Christine Power,
VP of Human Resources
Pivot

“HERO recruitment is an extension to our talent acquisition team. From hiring strategy meeting to the induction of the right talent, the HERO recruitment team provide an exemplary service. They are knowledgeable about our business needs, responsive and thorough. A true talent acquisition partner”. 


Orla Keady-Giblin,
Human Resources Manager
Ingersoll Rand – Thermo King
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“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

Moira Faherty,
Human Resources Manager
Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

Adrian Rice,
Engineering Manager 
Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
Asst. HR Manger
Hollister ULC, Ballina, Co. Mayo

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

Lorraine McDonnell,
Senior Talent Acquisition Specialist
Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

Christine Power,
VP of Human Resources
Pivot

“HERO recruitment is an extension to our talent acquisition team. From hiring strategy meeting to the induction of the right talent, the HERO recruitment team provide an exemplary service. They are knowledgeable about our business needs, responsive and thorough. A true talent acquisition partner”. 


Orla Keady-Giblin,
Human Resources Manager
Ingersoll Rand – Thermo King
More

Clients we are proud to work with

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