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IT Operations Analyst

Date:  Apr 16, 2021

Virtual, IN

Requisition ID:  29972

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

Job Information

Job Code: 00270176

Job Family: Information Technology

Job Function: IT Operations

About The Opportunities

The Analyst is responsible for the support services online experience. Analyst will collaborate with diverse set of internal and external users supporting tickets, task, changes, and functionality throughout service online support site and platforms. Ownership and accountability for the end-to-end experience within support service, acting as the voice of the customer and business partners. Require mix of both Business Analyst and Technical skills bank to provide strategical guidance and tactical execution.  Comfortable working independently, and self-starter.

About The Responsibilities

Manage and maintain websites and online platforms for Services and Support functions for Self Service for Avaya Products. Partnering with dynamic set of Business, IT, Sales, R&D and customer teams and users to meet requirements and deliver support.  Work with diverse set of stakeholders in account to functionality, appearance, content, and performance.  


  • Provide Content Support
  • Provide Technical Support
  • Create and Update Web Pages
  • Evaluate Structure and Content
  • Maintain UI experience and workflows
  • Collaborate with development teams to discuss, analyze, or resolve usability issues.
  • Document application and web site changes or change procedures.
  • Develop or document style guidelines for web site content.
  • Develop or implement procedures for ongoing web site revision.
  • Perform user testing or usage analyses to determine web sites' effectiveness or usability.

About the Requirements

Seven or more years of business experience, ideally in Services, Operations, or IT management and support. Broad business experience internally and within the vertical industry is desired.

Five or more years of progressive experience in leading cross-functional projects, support services and enterprise wide programs, operating and influencing effectively across the organization.Experience with major business systems transformation and support. Experience with SAP, Siebel, ServiceNow, SalesForce, Dashboards, Chat, Bot and automation workflows preferred.Experience in integrating complex, cross-corporate processes, and information strategies, and/or designing strategic metrics and scorecards.Business Analyst and requirements experience desirable.


5 - 10 Years of Experience


Bachelor degree or equivalent experience

Preferred Certifications


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. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).