Unified Communications Analyst - IT

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Specific Job Summary
The Unified Communications Analyst acts as the primary point on contact for the MVW Corporate Offices and Contact Centers with Global telephony needs. Maintains Service Level Agreements (SLAs) with customers. Develops and maintains effective relationships with internal/external customers/vendors to ensure high quality level service and support. Responsible for assisting resource teams for Field Services, Network Engineering, Voice Engineering and Site Deployment infrastructure related projects ranging in complexity to ensure activities are completed timely and within budget. Responsible for financial aspects covering multiple areas to include projects, departmental, site inquiries; provides estimates for projects and manages against budgets. The Unified Communications Analyst is primarily responsible to address all incidents and user requests whenever possible to ensure SLAs are met and the customer acknowledges the incident or request has been satisfied. Provide Operational Cherwell closure rates on a day-to-day basis, call out tickets in progress extended beyond the SLA and the reason to Manager, IT Voice Operations Corporate & Contact Centers.
Generic Expected Contributions
Performs the following types of basic tasks: analysis, auditing, budgeting, forecasting,
programming, research, report generation, and software integration.
Responds to, solves and makes decisions on standard/routine business requests with limited
risk.
Responsible for own work and contributing to team, department and/or business results. May
direct work of non-management staff.
Assists more senior associates in achieving business results by:
utilizing technical knowledge and skills to enhance business processes.
establishing priorities for self and, where appropriate, others.
allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc).
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge. Performs other duties as appropriate.
Specific Expected Contributions
Monitors the Cherwell incident ticket queue to ensure all incident tickets are addressed to meet
and exceed SLAs.
Responsible for own work and contributing to team, department and/or business results. Assist with project work as assigned. Ability to multi-task Performs other duties as appropriate Field all Cherwell incident/request tickets Solve user(s) incident/request tickets with minimum assistance.
Partner with the customer to understand the situation as needed.
Decide and communicate next steps
Ask for help from team members as needed
Assume responsibility to resolve the ticket with the customer's acknowledgement.
For incidents/requests involving call flow changes, things that impact the customer's contact
experience and agent's servicing experience; coordinate with the team to assign those situations
to a resource.
Coordinate with the Field Services team as needed. Communicate with the Service Desk as needed. Open tickets with vendors (InContact, RingCentral, and our carriers)
Generic Candidate Profile
Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows: Generally, a professional position with specific knowledge and experience in a discipline (e.g., Accounting, Human Resources, Information Technology) as well as associate management experience. College degree and/or relevant experience typically required.
Specific Candidate Profile

• (the education, experience, skills, and attributes that are important for this position)

Education

• Associates degree and/or relevant experience generally required.

Experience
Ring Central - experience preferred CXone - experience preferred Working knowledge of InContact Studio to support ticket requests such as call simulating, reading and evaluating traces - preferred Project Management Oriented 1-2 years' experience working with Contact centers - preferred 3+ years' work experience in technical customer service support as it related to SLAs Desktop Troubleshooting Skills Experience with Cherwell, Service Now, CA, Jira or similar work management tools required. Intermediate knowledge in the use of Microsoft Office tools (O365: Word, PowerPoint, Excel, Visio) to analyze data. Position is primarily In-office requires the candidate to live within driving distance of the Orlando Corporate Office. Some travel may be required Position will be part of a rotational On-Call schedule and require weekend and holiday support if needed.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.