Senior Business Systems Analyst

PlanIT Group is seeking a Business Systems Analyst III ( Md. Technician Analyst) to support our Federal customer in the Washington, DC area. The ideal experienced Md. Technician Analyst will not only author and update documentation, deliverables, procedures, and knowledge bases, but also assist in product testing and service desk operational activities. This resource must have the specific mid-level skill and experience on Genesys Cloud CX and PureConnect solutions.

Location: Washington, DC

Start Date: 09/23/24

Duration: One year plus

Must be able to obtain a Public Trust Clearance

Must be a US Citizen or US Permanent Resident only

The experienced Md. Technician Analyst will not only author and update documentation, deliverables, procedures, and knowledge bases, but also assist in product testing and service desk operational activities. This resource must have the specific mid-level skill and experience on Genesys Cloud CX and PureConnect solutions.

Basic Qualifications

" US English fluent.

" Experience in preparing and maintaining operations documentation, user guides, manuals, and technical publications.

" Ability to gather technical information and prepare written text and diagrams (MS Office Word, Visio, Excel, PowerPoint).

" Ability to maintain a current internal documentation library.

" Work closely with engineers, system developers, and other subject matter experts to gather technical information and translate into user-friendly documentation.

" Perform quality checks to ensure all content meets established standards and guidelines.

" 3+ years' experience with ServiceNow, Jira and Confluence (or Rally) systems.

Required Qualifications

" Bachelor's Degree and 3+ years' relevant work experience.

" Strong understanding of Contact Center and CCaaS solutions, specifically Genesys Cloud CX and PureConnect.

Additional Provisions:

All candidates must be a US Citizen or have permanent residence status (Green Card).

Candidate must have lived in the United States for the past 5 years.

Cannot have more than 6 months travel outside the United States within the last five years. Military Service excluded