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Business Analyst/Customer Support Analyst

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Company: Bcforward

Location: Bloomington, IL

Date Posted: March 12, 2014

Source: BCforward

BCforward is seeking a highly motivated and experienced Business Analyst/Customer Support Analyst in Bloomington, IL for a Long Term contract.

Skillset: Systems - BA

Deployment Role: Enterprise Services - Customer Care/Network

Task Description: All candidates must have a majority of the following skills

Good oral and written communication skills

Either experience with Experience using Verint QM, or Exony VIM

Project experience

Experience with MS Excel

Stronger candidates will have:

Experience creating reports in Exony VIM or Verint

Ability to do skill changes in Exony VIM or Verint

Ability to do agent team changes in Exony VIM or Verint

Strong understanding of how call flows affect reporting and forecasting in WFM

Experience with HP Service Manager

Training Experience

Strongest candidates will have:

Any additional knowledge about the Cisco call elements would be a plus.

Experience supporting Verint QM, WFM, BO and DPA

Provisioning in Verint

Builds dashboards and reports in Exony ...

BCforward is seeking a highly motivated and experienced Business Analyst/Customer Support Analyst in Bloomington, IL for a Long Term contract.

Skillset: Systems - BA

Deployment Role: Enterprise Services - Customer Care/Network

Task Description: All candidates must have a majority of the following skills

Good oral and written communication skills

Either experience with Experience using Verint QM, or Exony VIM

Project experience

Experience with MS Excel

Stronger candidates will have:

Experience creating reports in Exony VIM or Verint

Ability to do skill changes in Exony VIM or Verint

Ability to do agent team changes in Exony VIM or Verint

Strong understanding of how call flows affect reporting and forecasting in WFM

Experience with HP Service Manager

Training Experience

Strongest candidates will have:

Any additional knowledge about the Cisco call elements would be a plus.

Experience supporting Verint QM, WFM, BO and DPA

Provisioning in Verint

Builds dashboards and reports in Exony Vim and Verint

Configures Verint 360 data sources for Back Office WFM

Builds DPA triggers for Verint

Configures DPA within Verint suite

About BCforward

BCforward is a minority owned IT recruiting, consulting and staffing firm headquartered in Indianapolis with offices in 17 states, Russia, India and China.The company was founded in 1998 and is currently the largest consulting firm and largest MBE certified firm headquartered in Indianapolis, Indiana. Our team of dedicated staffing professionals has placed thousands of talented people over the past decade, with retention rates that are consistently higher than the industry average.

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