IT Operations Analyst II

About Avaya

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

Job Information

Job Code: 00270497

Job Family: Information Technology

Job Function: IT Operations

About The Opportunity

Job Description and requirements

The candidate must provide technical troubleshooting and data maintenance support.
The support model includes creating and maintaining Avaya Single Sign On Accounts for non-Avaya users, Customer Hierarchies, Partner LinkIDs, and the associations between these data elements. This includes troubleshooting and resolving data record corrections, as well as spotting upstream/downstream data flow issues. Requests must be managed through several channels, mainly our ticketing system, email, and eventually phone calls.

I. Experience and Language

• Typically requires 3–6 years of experience.
• Fully fluent written and spoken English.

II. Key Attributes and Soft Skills

Communication and Service:

• Great communication and consultative skills.
• Excellent, demonstrated customer service orientation.
• Critical: ability to properly read and understand users’ requests and issues.

Work Style:

• Self-discipline and attention to details.
• Able to work independently with minimum supervision within a team environment.
• Ability to prioritize workload.
• Ability to work in a team and share knowledge.

Analytical and Problem Solving:

• Analytical ability, decisiveness, and strong judgment.
• Demonstrates ability to problem-solve with provided guidelines and recognize patterns regarding repetitive issues.
• Able to deal with task-switching due to changing prioritization.

III. Technical Knowledge and Exposure

• Requires broad knowledge of end-user applications, client functions, and applications.
• Proficient in MS Office and Google.
• Network and internet knowledge.
• Ability to grasp data concepts in various systems.
• Exposure to customer relationship management systems like Siebel and ServiceNow is preferred.

IV. Core Role Capabilities

The candidate must be able to:

• Provide technical troubleshooting and data maintenance support.
• Manage operational escalations and provide solutions to a diverse range of moderately complex problems with limited guidance and interacting directly with customers and partners.
• Represent Avaya in direct communications with external partners, customers, vendors, and Avaya associates.
• Understand and protect Avaya’s legal requirement for data protection by vetting out requests to ensure they conform to guidelines.
• Prepare and maintain standard operating procedures and systems documentation when required.

Additional Details:

• Remote Job: Yes, 100% Remote opporunity
• Working hours : Mon-Fri 8AM/5PM EST corresponds to India time - 6:30 PM – 3:30 AM IST
• Overtime expectations : Minimal but this role requires staffing during in-country holidays.

Experience

Education

Preferred Certifications

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.