System Administration Analyst

The Role: 

SoFi is seeking a System Administration Analyst in our Workforce Management group who is passionate about customer experience and has the skills and experience to deliver outstanding results. 

The Workforce Systems Administrator is responsible for the configuration, maintenance (access and licenses) and optimization of the workforce management tools and systems that support WFM and Operations. This role ensures system reliability, accuracy and alignment with operational needs while also serving as the primary liaison between business stakeholders, Unified Comms/IT and vendors. 

What You'll Do:

• Administer, configure and maintain systems (Genesys, Intradiem, Verint, DPA, Jira, Confluence)

• Manage system access, security roles, access and permissions in compliance with organizational policies

• Troubleshoot technical and functional issues and partner with vendors for resolution and escalating concerns

• Data integrity through audits, monitoring and reconciliation

• Responsible for Jira Ticket processing and SLA response times (request/modify/delete access, team changes/manager assignments)

• Develop and maintain system documentation/SOP, user guides and training material

• Maintenance and creation of dashboards for monitoring

• Support testing, upgrades and deployment of use cases and enhancements

• Partner closely with Project Management and serve as a POC in relation to WFM projects and integrations

• Provide extensive support, direction, and education for WFM analysts and operations

• Ability to work independently and make sounds decisions with minimal to no guidance from manager

What You Need:

• Systems and WFM experience required

• Experience with Intradiem, Genesys, Verint, DPA

• Skilled in Confluence, Jira, and Compass

• Knowledge of telephony, IVR, and ACD routing

• Extensive knowledge of Microsoft Excel for Data mining and reporting

• Attention to detail with ability to recognize and solve problems and support initiatives 

• Excellent customer service skills: decision making, communication (verbal and written), ability to lead and direct meetings

• Ability to work independently as well as be a team player

• Equivalent work experience in a similar position may be substituted for educational requirements