Systems Operations Specialist
hace 1 mes
Overview
Popular Bank, Puerto Rico's leading financial institution, is seeking an experienced Systems Operations Specialist to join our team. In this role, you will be responsible for ensuring the smooth operation of our call center and collections systems.
About the Job
We are looking for a highly skilled professional with experience in system administration, troubleshooting, and problem-solving. The ideal candidate will have a strong background in collections and call center applications, including Aspect/CGI systems. Additionally, they should possess excellent communication skills, both verbal and written, and be able to work effectively in a team environment.
Key Responsibilities
- Administer, coordinate, manage, and support call center and collections applications to ensure sustained operational performance.
- Work with business units to optimize the use of call center and collections applications.
- Perform changes and updates to provide business units with requirements and needs to ensure optimization of the ILSD Division.
- Establish planning and execution of tests, and certification of application releases and changes.
- Prepare requirements documents to improve operational processes and implement modifications to comply with regulations or new releases.
- Collaborate with senior/lead system engineers to understand and implement IT infrastructure designs and rollouts.
- Participate in scrum meetings and collaborate in task prioritization processes.
- Develop standard documents for diagnosing and testing of issues.
- Communicate new releases and/or changes to business units.
- Ensure that time frames are met according to all requirements.
Requirements
- Collections Systems and/or Call Center Experience (2 years preferred) or equivalent.
- Working as a System Administrator (3 years preferred) or equivalent.
- Experience in Outbound & Inbound Configurations and access Routings.
- Experience supporting multi-vendor technology solutions.
- Experience working with Aspect/CGI applications, reporting, and tools.
- Basic understanding of collection applications and/or contact center applications.
- Basic understanding of problem-solving methodologies and troubleshooting experience.
Education
Bachelor's or master's degree in computer science, engineering, Information Systems, or related areas or equivalent.
Salary and Benefits
The estimated salary for this position is $65,000 - $85,000 per year, depending on experience. Popular Bank offers a comprehensive benefits package, including health insurance, retirement plan, paid time off, and opportunities for professional growth and development.
Location
This position is based in San Juan, Puerto Rico.
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