501734 Business Systems Analyst
Work Location: Hybrid
Schedule: Full Time - 40 hours per week; 8 hours per day in hybrid environment.
Relocation: N/A
Iron Mountain Solutions is seeking a Business Systems Analyst. The Business Systems Analyst supports the SEVP Response Center (SRC) Level I team by providing advanced technical, analytical, and operational expertise. This role serves as a liaison between business units, technical teams, vendors, and federal stakeholders to ensure timely resolution of SEVIS-related issues, improve workflows, and maintain critical contact center systems. Strong communication skills are required to translate technical information for non-technical audiences.
Job Duties:
- Administer Avaya/Calabrio access for Level II staff
- Coordinate with stakeholders and vendors to document, set up, and test Desktop Screen‑Pop/Soft‑Phone applications and reporting systems.
- Serve as liaison between business units to resolve routing issues and support upgrades.
- Collaborate seamlessly with Level I BSAs, federal leads, telephony vendors and ICIO
- Conduct daily testing and analysis of systems to assess performance.
- Prepare, consolidate, analyze, and present recurring reports (daily, weekly, monthly, quarterly).
- Recommend improvements to processes, procedures, and system workflows.
- Maintain and upgrade support tools and telecom/contact center reports.
- Provide decision makers with actionable system-related recommendations.
- Design and develop reporting tools capturing key operational metrics.
- Support resolution of day‑to‑day system and interface issues.
- Monitor and analyze service‑level trends to identify opportunities for improvement.
- Document and report all system changes, maintaining definitions and structures.
- Lead analysis workstreams or small project efforts as assigned.
- Perform additional duties as required.
KNOWLEDGE, SKILLS, & ABILITIES:
A minimum of ten (10) years of hands-on experience with the following technologies and competencies:
- Contact Center operations software (Avaya, Genesys, NICE, Cisco).
- Automatic Call Distributors (ACD).
- Interactive Voice Response (IVR).
- Knowledge base software.
- Strong working knowledge of installing, configuring, monitoring, and troubleshooting routers, switches, firewalls, TCP/IP, IPX, EIGRP, BGP, VoIP, SIP Trunking, trunk ports, VLANs, access ports, VPNs, and cloud/standalone controllers.
- Advanced troubleshooting and problem‑solving abilities.
- Strong skills in analyzing complex problems, processes, and systems to propose solutions.
- Ability to quickly learn new systems, technologies, and processes.
- Strong oral and written communication skills.
Desired Experience
- Experience with web, chat, email, social media, SMS/text, mobile, and fax contact center features.
- Experience with business intelligence software, XML, XMLSpy, HTTP, SSL, and client certificates.
- Experience in telecommunications architecture, system analysis, and networking.
- Experience with scripting languages such as Python, Java, SQL.
- Experience querying databases (SQL expertise preferred).
- Experience with CRM, SharePoint, and Microsoft Office.
- Experience with cloud platforms such as AWS, Azure, or Google Cloud.
- Experience presenting complex information clearly to all organizational levels.
QUALIFICATIONS:
- ITILv4 certification required within 30 calendar days of onboarding.
- Bachelor's degree in a related technical discipline preferred but not required.
IronMountain Solutions is an Equal Opportunity Employer.
Skills Required
- At least 10 years of hands-on experience with contact center operations software, including Avaya, Genesys, NICE, or Cisco
- Experience with Automatic Call Distributors (ACD)
- Experience with Interactive Voice Response (IVR)
- Knowledge of installing, configuring, monitoring, and troubleshooting routers, switches, firewalls, TCP/IP, IPX, EIGRP, BGP, VoIP, SIP Trunking, trunk ports, VLANs, access ports, VPNs, and cloud or standalone controllers
- Advanced troubleshooting and problem-solving abilities
- Strong ability to analyze complex problems, processes, and systems and propose solutions
- Strong oral and written communication skills
- ITILv4 certification within 30 calendar days of onboarding
- Experience with web, chat, email, social media, SMS or text, mobile, and fax contact center features
- Experience with business intelligence software, XML, XMLSpy, HTTP, SSL, and client certificates
- Experience in telecommunications architecture, system analysis, and networking
- Experience with Python, Java, or SQL scripting
- Experience querying databases, with SQL expertise preferred
- Experience with CRM, SharePoint, and Microsoft Office
- Experience with AWS, Azure, or Google Cloud
- Bachelor's degree in a related technical discipline
What We Do
IronMountain Solutions, a DOD/U.S. Government engineering support contract company, was founded in 2007. The company is based on the foundation of providing quality customer solutions from quality employee commitment. We provide focused engineering solutions in systems engineering, hardware engineering, and software engineering. Our company philosophy is to promote integrity, quality, dedication, and solutions for our customers. IronMountain Solutions is a Service Disabled Veteran-Owned Small Business (SDVOSB). We are a fast growing company with annual growth of over 100% each year. Our corporate headquarters is located in Huntsville, AL.
