Overview
Skills
Job Details
Job Title: Senior Systems Analyst and Administrator
Location: Quincy, MA (Hybrid)
Duration: 12 Months (Likely to Extend)
Summary:
A public sector organization is seeking a Senior Systems Analyst and Administrator to support and enhance its contact and service center platforms, including ACF/Q-flow, Five9, 2Ring, and similar technologies. This role focuses on both operational support and strategic project involvement, requiring a blend of system administration, business analysis, vendor coordination, and cross-functional collaboration.
Responsibilities:
Execute and document platform administrator changes and configurations.
Maintain up-to-date system documentation and develop operational runbooks.
Collaborate with internal IT teams (Telecom, Network, Security, etc.), vendors, and end-users to resolve issues effectively.
Communicate incident statuses and project updates clearly with stakeholders and vendors.
Support incident resolution and stakeholder communication in coordination with major incident management and customer engagement teams.
Escalate unresolved issues requiring executive attention.
Perform systems analysis tasks and produce related documentation.
Work with business users to gather and document business requirements for ongoing and new initiatives.
Create workflow and process diagrams to visualize business operations.
Coordinate system improvements with business units and vendors.
Manage and support system integrations and enhancements.
Provide guidance, training, and documentation to internal users and IT staff.
Lead or support project planning and scoping efforts.
Ensure business user involvement and training during the lifecycle of enhancements or project rollouts.
Skills & Qualifications:
Required Skills:
Strong analytical and problem-solving capabilities.
Excellent written and verbal communication skills.
Ability to articulate technical concepts to non-technical stakeholders.
Experience translating business requirements into functional and technical requirements.
Understanding of customer experience and service center operations.
Background in systems analysis and project management.
Strong organizational, prioritization, and interpersonal skills.
Ability to manage multiple tasks and stakeholders simultaneously.
Ability to lead collaborative meetings and align diverse stakeholder interests.
Preferred Skills:
Experience supporting queue management and contact center platforms.
Knowledge of ITIL service delivery processes.
Experience with vendor management and contract oversight.
Familiarity with requirements gathering methods (e.g., JAD sessions, stakeholder interviews).
Government project experience (federal, state, or local) is a plus.
Education & Experience:
Bachelor s degree in Business, Computer Science, Information Systems, or a related field.
Minimum of 5 years of relevant experience in systems analysis, support, or administration.
Proven experience in supporting multiple applications and managing system lifecycles.
Strong understanding of enterprise IT systems and integrations.