A recognized services company in the Washington, D.C. area is currently seeking a new Service Desk Analyst - CCaaS to join their growing team on a contract basis. For further information about this position, please apply.
Responsibilities:
The Service Desk Analyst will:
Author and update documentation, deliverables, procedures, and knowledge bases
Assist in product testing and service desk operational activities
Work closely with Engineers, System Developers, and other subject matter experts to gather technical information and translate into user-friendly documentation
Perform quality checks to ensure all content meets established standards and guidelines
Handle other duties, as needed
Qualifications:
3+ years of experience with ServiceNow, Jira, and Confluence (or Rally) systems
Bachelor's Degree
Strong understanding of Contact Center and CCaaS solutions, specifically Genesys Cloud CX and PureConnect
Experience in preparing and maintaining operations documentation, user guides, manuals, and technical publications
Ability to gather technical information and prepare written text and diagrams (MS Office - Word, Visio, Excel, PowerPoint)
Ability to maintain a current internal documentation library