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Posted: Monday, February 5, 2018 7:23 AM

**Analyst II, IM Business Analysis \\(AP\\)**
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience\\. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve\\.
We manage interactions with patients and the insured for a significant portion of the U\\.S\\. healthcare industry\\. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world\\.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning \\- Conduent manages and modernizes these interactions to create value for both our clients and their constituents\\. Learn more at www\\.conduent\\.com \\.
Job Summary:
The Sr\\. Technical Analyst Agents will be responsible for shadowing a subject matter expert \\(SME\\) to observe and learn our applications, processes, and daily operations\\. Once the SME has approved and deemed the agent ready, they will
start working on customer daily system monitoring and customer escalations while still under the guidance of their SME\\.
Agents will be required to monitor customer systems, identify system job failures, and work support escalations via email and our ticketing system \\(JIRA\\) or when appropriate via a phone conversation with the end user\\.
This agents will be responsible for management of external relationships, daily customer monitoring, and issue resolution
coordination between all support and development teams\\.
Job responsibilities include, but not limited to:
\\- Ensure an excellent customer experience when the triage team responds and interfaces with the end\\-user of the software
\\- Use a consistent process across all supported regions for interfacing with various support stakeholders \\(e\\.g\\., for interaction with other cross\\-functional team members, interaction with customers, etc\\.\\)
\\- Use the appropriate software triage and resolution procedures prior to escalating to production operations development team\\.
\\- Maintain and add to a Knowledge Base that can be leveraged by all support personnel
\\- Build a positive working relationship between the triage team and other cross\\-functional support teams
\\- Interface between Production Operations, Development Teams, and other cross\\-functional support teams regarding outstanding issues on a regular basis and in a consistent fashion\\.
\\- Manage customer\\-support issues and work with the production operations team to provide a resolution for the customer
\\- Be the voice of the customer to ensure the appropriate expectations and urgency is
\\- Communicate workarounds to the customer, if available
\\- Bachelor Degree in Computer Science or a minimum of 5\\-8 yrs job experience working in the IT Industry providing computer support\\.
\\- Excellent written and communication skills in English
\\- Excellent Organizational Skills
\\- Proven Track Record supporting a customer base
\\- Excellent work attitude
\\- Customer first attitude
\\- Ability to work & plan with the various cross\\-functional groups \\(development teams, other integrated support teams, customers who receive our software\\) across the service
\\- Ability to multi\\-task and put extra effort in to get the job done if needed
\\- Excellent Problem Solving and Documentation Skills \\(Reading and Analyzing System Log Files, Issue Replication, etc\\.\\)
\\- Ability to quickly grasp new technical concepts in a rapid pace environment
\\- Must have genuine enthusiasm and passion for technology, its application to solve business problems, and ensuring support application is the best in can be
\\- A good to experienced understanding of Application Technologies \\(Operating Systems, Networking Systems, Databases Operations, etc\\.\\)
\\- Willingness to work in a fast\\-paced environment
\\- Demonstrate negotiating and conflict resolution
Desired Skills:
\\- Advanced Knowledge of Microsoft Windows Operation System Platforms \\(Both Client and Server\\)
\\- Good to experienced knowledge in UNIX Server Administration
\\- Good to experienced working knowledge of Oracle or other Relational Databases
\\- Experience in working with monitoring software
\\- Must currently eligible to work in the United States for any employer
\\- Must consent to and successfully clear all required pre\\-employment screenings
**Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law\\. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation\\(s\\) by clicking on the following link, completing the accommodation request form, and submitting the request by using the \"Submit\" button at the bottom of the form\\. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form \\.**
**Job** IM Business Analysis
**Primary Location** United States\\-Maryland\\-Germantown
**Organization** Conduent Corporate
**Unposting Date** Apr 9, 2018, 11:59:00 PM
**Req ID:** 18002770
Associated topics: analyze, bi, consult, financial analytic, financial reporting analyst, guidance, investment analytics, refine, refinement, strategy


• Location: Northern Virginia

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