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Command Center Analyst

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Job Description
Location: Round Rock, TX

Currently we are seeking a Command Center Analyst in our Round Rock office



The ideal candidate will be r esponsible for providing service delivery process management from initial customer contact to service complete. The p rimary focus entails monitoring of service events to ensure agreed-upon customer SLAs will be met. The candidate will u tilize a variety of tools to identify exceptions and works cross functionally with internal and external partners to drive the services solution. Providing ongoing communications to customers, partners, and internal stakeholders pertaining to the service event will be a part of the daily routine. Fomr time to time they also provide support for customer escalations and /or event management

Knowledge
·         Knowledge of basic principles, methods, technologies and practices of a professional/technical field
·         Apply a basic understanding of the underlying principles of a professional discipline -typically obtained through formal study
·         General knowledge of procedures and activities within own work area
·         Ability to relate actual day-to-day work to business priorities
·         Focused on learning the key aspects and duties of the job being performed
 
Problem Solving
·         Applies research, information gathering and analytical skills
·         Selects appropriate alternatives from defined options
·         Collects required documentation
·         verifies conformance of documents with standards
·         Assesses accuracy of detailed information
·         Tracks, maintains and produces regular and ad hoc reports
·         Handles detailed, structured problems
·         Identifies roadblocks to task completion and effectively brings them to leadership for resolution
·         Generally uses existing procedures to resolve standard problems
·         Works on assignments where judgment is required a majority of the time
 
Guidance
·         Works under general direction, seeks assistance as needed
·         Completes work in accordance with accepted practices within field
·         Establishes approaches for completing assignments
·         Independently gathers information
·         Adjusts to multiple demands and shifting priorities; accepts responsibility for results of actions
·         Works with team to support achievement of project milestones and deliver on internal and/or external commitments
·         When assigned to a customer team, supports small project teams or specific components of a customer engagement
 
Relationships
·         Contributes to own team/closely related teams through quality and accuracy of own output
·         Understands how work area performance impacts results
·         Builds productive internal relationships
·         Collaborates with others to achieve objectives and ensure information flow
·         Conveys information in a concise and professional manner
·         Asks effective questions and solicits feedback to understand needs
·         Anticipates future needs
 
Skills
·         Focuses on improving work group cooperation with internal customers
·         Manages process improvement projects independently bringing recommendations to leadership
·         Understands value added services offerings
·         Targets and communicates
 
Experience
·         4-6 years of relevant experience or equivalent combination of education and work experience.
 
Education
·         Undergraduate degree and 0-2 years relevant experience.

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Equal Employment Opportunity Policy

Equal Opportunity Employer/Minorities/Women/Veterans/Disabled


Job ID: 14000Z3X
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