Sr Systems Analyst and Admin

Senior Systems Analyst

Hybrid - one day a week onsite in downtown Boston, MA

Long term - initial contract to June 30, 2026 and extendable

The Senior Systems Analyst is responsible for the analysis, configuration, management, and reporting for the contact and service center applications, such as ACF/Q-flow, Five9, 2Ring, etc. The Systems Analyst is accountable for working with the business groups to make sure the platforms are meeting their expectations.

This position focuses on supporting the technologies that the client and other groups are using today and in the future. On many occasions, the system Analyst will also be asked to help with projects and perform some business analysis activities.

Responsibilities

• Execute and document platform administrator changes.

• Maintain and manage current state and future state documentation, help build run books to operationalize current implementation.

• Work with internal cross-functional IT teams (Telecom, Network, Security, Desktop, Service Desk etc.), vendors, and end-users to provide accurate and effective resolutions to issues on the various components of the solutions.

• Provide effective written and verbal communications to users, stakeholders, and vendors regarding the status of incidents, changes, and other initiatives that he/she will be responsible for.

• Work with the Major Incident Management team, Customer Engagement Manager, and Vendors to help bring resolution to incidents and ensure communication to stakeholders, both business and IT.

• Escalate issues that require executive attention.

• Perform system analysis duties on various platforms and provide documentation of required processes.

• Work with business users and stakeholders to assess and document business requirements on new initiatives and projects.

• Gather user and system requirements through open-ended discussions, JAD, and brainstorming sessions.

• Prepare and design workflow diagrams and process workflows.

• Manage system improvements in coordination with business groups and vendors.

• Manage and support issues on integration with other systems.

• Lead initiatives to enhance the platform's capabilities.

• Coach, mentor, and train other (business and IT) members on the use of the various components of the platforms and their best practices.

• Facilitate the definition for future project scope, milestones, tasks, deliverables, and resource requirements.

• Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc., ensuring all business needs are met.

Skills

• Must have strong analytical and problem-solving skills.

• Must have excellent verbal and written communication skills.

• Ability to effectively communicate technical matters.

• Ability to gather business requirements and translate them into functional requirements.

• Must have strong knowledge of customer experience expectations in a service environment.

• Experience in technical systems analysis in a related industry.

• Ability to define, manage, and exceed customer expectations.

• Strong intellectual curiosity and capacity for professional growth.

• Experience in project management.

• Ability to effectively communicate and build consensus across various project stakeholders, including IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members.

• Perform with a strong sense of urgency.

• Ability to navigate complex interpersonal dynamics with professionalism

• Ability to prioritize and manage multiple tasks while maintaining attention to detail

• Demonstrated success in collaborating with diverse personalities

• Ability to lead and engage in effective meetings that foster collaboration and align diverse stakeholders toward common goals

Qualifications

• BA/BS degree in Business, Computer Science, Management Information Systems, or related field.

• 5+ years of direct work experience in a relevant industry.

• Demonstrated analytical background, experience managing vendor contracts and implementations.

• Experience in supporting multiple applications.

• Deep knowledge of Queue management and Contact Center applications is a plus.

• Knowledge of end-to-end systems.

• Knowledge of ITIL processes and service delivery.

• Knowledge of requirements gathering and elicitation techniques.

• Ability to work independently and within a team environment.

• Prior experience on projects with federal, state, or local government is desired but not required.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.