Software Development Analyst Salary in Trenton, NJ

ServiceNow Solutions ArchitectReq number:R2277Employment type:Full timeWorksite flexibility:RemoteJob SummaryAs ServiceNow Solutions Architect, you will deliver end-to-end automated solutions and apply high level knowledge within the ITOM Suite and CMDB.Job DescriptionWe are looking for a ServiceNow Solutions Architect specializing in CMDB. This position will be a full-time and remote contract opportunity. What You'll Do Deliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and ApplicationsDeliver a high level of knowledge and customer service within the ITOM Suite as well as CMDBExplain the offerings available with ServiceNow ITOM Suite as well as CMDBAbility to architect, develop and convert customers legacy solutions into ServiceNow is a plusImplement IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurationsApply Agile software development practices for customizations to the platform and applicationsOrganizing and prioritizing development effort, interfacing with vendors and management, and potentially coordinating effort of additional administratorsConsider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicableEffectively manage and execute high level tasks assigned via 'stories'Assists junior analysts through project(s) lifecyclesManages work against an often demanding timelineCommunicates professionally and effectively, through verbal and non-verbal methods with business professionals and clients dailyFlexible and has the ability to manage multiple projects concurrentlyWhat You'll Need RequiredDeep functional and technical knowledge of the ServiceNow and demonstrable experience with ServiceNow platform navigation, administration, configuration, and scripting5+ years of ServiceNow DevelopmentITOM Suite experienceSolid CMDB experienceEvent Management, Discovery, Service Mapping and OrchestrationServiceNow Certified System AdministratorServiceNow Certified Implementation SpecialistBackground in either software development or IT Service managementAbility to work remotely and largely unsupervised, and to deliver to written requirementsEffective communication skills via verbal and non-verbal methodsStrong attention to detailProblem solving abilityPreferredAbility to architect, develop and convert customers legacy solutions into ServiceNow is a plusServiceNow Admin (or higher) certifications desired (not required WITH equivalent experience)Understanding of ITIL concepts and IT Service Management practices (ITIL v3 certification a plus)Understanding of Agile based approach to software development (SCRUM experience a plus)Physical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor. Reasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 - 8111.Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Technical Support AnalystReq number:R2468Employment type:Full timeWorksite flexibility:RemoteJob SummaryAs a Technical Support Analyst you will be responsible for providing support to our client's application or software issues within Linux servers, databases, and other critical systems.Job DescriptionWe are looking for a Technical Support Analyst to provide L3 support to our client. This position will be a full-time, 3 month contract (possibility of being contract to hire) and remote.This position will be Tuesday - Saturday, 12 am ET -8:30am ET.What You'll DoResolve process, application and software issues within Linux servers, databases and other mission-critical systemsCommunicate/escalate application related problems and issues to key stakeholders, including management, development teams, end users and unit leadersTest fixes and perform post-resolution follow-ups to ensure problems have been adequately resolvedWrite technical procedures and documentation for the applications including operations, user guide, etc.Perform routine maintenance and updates on applications and serversUse knowledge and judgment to diagnose issues and problems as they are reported into L3 and resolve these issues as quickly and efficiently as possibleEnsure that the L3 mailbox is routinely monitored and that all inquiries and requests are resolvedIsolates problem trends and ensures that troubleshooting efforts are completed for recurring problemsWhat You'll NeedRequired:Bachelor's or Associate's Degree in Information Technology or equivalent combination of education and experienceUnix and Linux Command Line experience/knowledgeLevel 3 support experienceAbility to prioritize workExcellent analytical and problem-solving skillsExhibit punctuality and communicate effectivelyPreferred:Knowledge of databases (SQL Server)Exposure to C/C++Scripting and automationPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor Reasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 - 8111.Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Summary:Responsible for working with complex information systems and develops or modifies existing systems through analysis of business and user needs.Education/ Experience: Associate�s degree in Computer Science, Computer Engineering or other related field - preferred.2-4 years related experience.Skills and Competencies:Strong verbal and written communication skills.Must have a strong command of the English language written and oral.Strong facilitation and presentation skills. Ability to resolve minor conflicts/issues using different tactics for prior to escalation.Knowledge of cost/benefit analysis, risk assessment and quantification methodologies.Demonstrated ability in the following methods: interviewing, data modeling, business process modeling, business object modeling and user interface design. Knowledge of computer software.Ability to work independently.Organized with strong time management.Teamwork and Cooperation.Major Job Duties and Responsibilities: Under supervision, coordinates detailed business requirements while identifying and tracking business systems issues.Research and document sponsor/stakeholder needs in accordance with Project Life Cycle methodology utilizing reporting tools, requirements gathering methodologies, process models, data models and prototypes.Estimate activities required to perform requirements gathering and acceptance testing improving accuracy over time.Recommend business solutions that satisfy sponsor/stakeholder needs continually exploring and assessing options for value-add for clients.May complete end user documentation and prepare training material. Execute and document test plans to ensure quality.Perform unit testing and integration testing.Troubleshoot problems with systems.Maintain systems to optimize performance. Document systemsBeacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.Company Profile:Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs. Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com . We look forward to working with you.Beacon Hill. Employing the Future™

Overview The Cloud Operations (CloudOps/DevOps) Engineer augments the symplr Engineering, DevOps, and IT Operations teams by focusing on expediting and improving technology solutions/services to enhance business value. This position comes with a basic systems/networking background, with a focus on automation, allowing them to integrate application delivery mechanisms with established systems to reduce time for software delivery, increase operational visibility, and enhance overall system stability.The CloudOps Engineer will focus on the management of critical applications and sub-systems in a SaaS hosted environment. This role will be responsible for installing, configuring, troubleshooting, and constant monitoring of these applications, and working collaboratively with a team of Architects, Engineers, QA personnel, IT personnel and Business Analysts to perform the tasks listed below. Duties & Responsibilities Be a champion for department initiatives and values by ensuring all actions promote the department's mission statement Apply structured methodology to change management Document and assess change impact Support change communication efforts to stakeholders Lead change rollout efforts while minimizing change impact and system outages Work within and adhere to symplr software network design and security, testing and documentation standards, including Change Control documentation Work closely with IT, Architecture, Engineering, and Product Management teams to collect and analyze systems project requirements, and develop detailed project specifications Collaborate with multiple teams to provide systems and services to support corporate software solutions Continually research technologies and trends related to corporate application operations and make strategic recommendations related to product release and support strategy Provide software evaluations and recommendations for management review Write and maintain documentation related to corporate application operations, policies and procedures Handle problem recognition, research, isolation, resolution and follow-up for complex problems escalated from Client Services Provide technical assistance by responding to inquiries regarding errors, problems, or questions with systems and services Skills Required Excellent time management, resource organization and priority establishment skills, and ability to multi-task in a fast-paced environment Work quickly and efficiently with minimal supervision Excellent communication skills both written and verbal Qualifications Required: 2-4 years of Systems Engineering experience in the following areas Windows Server Linux Server (Ubuntu/Debian, RHEL/CentOS) Active Directory, GPO, DFS, RBAC SQL Server Management (hosted or cloud) PowerShell, Ruby, or Python scripting Infrastructure as Code - Terraform Development Infrastructure: Terraform/Helm/AWS/Azure/Kubernetes CI/CD Tools (Jenkins, Octopus, ArgoCD/Drone, etc.) Basic Virtualization Administration (VMWare, Hyper-V) Basic cloud experience (AWS or Azure preferred) Application Hosting (IIS, Apache, Tomcat) Bachelor's degree or equivalent experience Experience and/or knowledge in the implementation and support of Cloud Services, such as Azure, AWS, Private Cloud or Hybrid Cloud is desirable MinUSD $90,000.00/Yr. MaxUSD $110,000.00/Yr.

Duration: 12 month contract + extensions*Top priority: Candidates iwth DTCC ExperienceDeep knowledge of end-to-end business and systems processes within the insurance and financial services industry, with a focus on life and annuities within the bank and broker-dealer distribution channels. Candidate must have expertise/experience in:- DTCC Insurance & Retirement Services offerings including APP/SUB, MSD, POV, COM, FAR, STL, LNA, IFT - with detailed knowledge of processing, record layouts, and standard usage.- Order entry platforms including AN4, Affirm, and Firelight.- Leading and guiding business and technical discussions to document current state workflows and define the future state.- Assessing business and systems initiatives for impacts to Relationship Management, to ensure minimal or no disruption to distributor partners.- Works well with others - especially in those cross-functional teams to collaborate on complex initiatives across all phases of the software development lifecycle.- Knowledge of annuities/life operations (how riders work, tax reporting, etc.)- Knowledge of FINRA/SEC guidelines and rules- Understanding of source to target mapping documents, and BRDs- Strong leadership and decision-making skills.- Confidence to interface within every level of the organization.- SQL skills- Strong data analysis skills and business analysis experience- Experience with TPAs and data feeds is helpful, but not required.Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.Company Profile:Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs. Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com . We look forward to working with you.Beacon Hill. Employing the Future™

ServiceNow Technical Consultant - Predictive IntelligenceReq number:R2385Employment type:Full timeWorksite flexibility:RemoteJob SummaryAs the ServiceNow Technical Consultant you will specialize in Predictive Intelligence to deliver solutions to our client.Job DescriptionWe are looking for a ServiceNow Technical Consultant to specialize in Predictive Intelligence. This position will be a full-time 6 month contract and remote.What You'll DoDeliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and ApplicationsDeliver a high level of knowledge and customer service within the ITSM SuiteExplain the offerings available with the ServiceNow ITSM SuiteAbility to architect, develop and convert customers legacy solutions into ServiceNow is a plusImplement Virtual Agent and Predictive Intelligence processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurationsApply Agile software development practices for customizations to the platform and applicationsOrganizing and prioritizing development effort, interfacing with vendors and management, and potentially coordinating effort of additional administratorsConsider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicableEffectively manage and execute high level tasks assigned via 'stories'Assists junior analysts through project(s) lifecyclesManages work against an often demanding timelineCommunicates professionally and effectively, through verbal and non-verbal methods with business professionals and clients dailyFlexible and has the ability to manage multiple projects concurrentlyWhat You'll NeedRequired:Deep functional and technical knowledge of ServiceNow and demonstrable experience with ServiceNow platform navigation, administration, configuration, and scripting5+ years of ServiceNow DevelopmentVirtual Agent and Predictive Intelligence experienceBackground in either software development or IT Service managementUnderstanding of ITIL concepts and IT Service Management practicesUnderstanding of Agile based approach to software developmentEffective communication skills via verbal and non-verbal methodsStrong attention to detailProblem solving abilityPreferred:ServiceNow Admin (or higher) certificationsServiceNow Certified System AdministratorServiceNow Certified Implementation SpecialistITIL certificationPhysical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor Reasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 - 8111.Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

ServiceNow Technical Consultant (ITOM/CMDB)Req number:R2454Employment type:Full timeWorksite flexibility:RemoteJob SummaryAs a ServiceNow Technical Consultant (ITOM/CMDB), you will be responsible for development, maintenance and support of our client's ServiceNow instance.Job DescriptionWe are seeking a ServiceNow Technical Consultant (ITOM/CMDB) with experience in ITOM Suite. All work will be completed in ServiceNow and will require experience with SDLC and PPM for all project status, requirements, story management and testing. This position is interacting daily within ServiceNow and managing Customer Incidents and Requests related to the build and implementation of ServiceNow Applications, Modules, etc. This is a 100% US-based remote opportunity.Due to our end client, candidates must be able to work in the US without a need for sponsorship now or in the future. This is a 6-month contract to hire role.What You'll DoDeliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and Applications.Deliver a high level of knowledge and customer service within the ITOM Suite as well as CMDBExplain the offerings available with ServiceNow ITOM Suite as well as CMDB.Ability to architect, develop and convert customers legacy solutions into ServiceNow is a plusImplement IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurationsApply Agile software development practices for customizations to the platform and applicationsOrganize and prioritize development effort, interfacing with vendors and management, and potentially coordinating effort of additional administratorsConsider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicableEffectively manage and execute high level tasks assigned via 'stories'Assist junior analysts through project(s) lifecyclesManage work against an often demanding timelineCommunicate professionally and effectively, through verbal and non-verbal methods with business professionals and clients dailyManage multiple projects concurrentlyWhat You'll NeedRequired:Deep functional and technical knowledge of the ServiceNow and demonstrable experience with ServiceNow platform navigation, administration, configuration, and scripting5+ years of ServiceNow DevelopmentITOM Suite experienceSolid CMDB experienceEvent Management, Discovery, Service Mapping and OrchestrationServiceNow Admin (or higher) certifications desired (not required WITH equivalent experience)Background in either software development or IT Service managementUnderstanding of ITIL concepts and IT Service Management practices (ITIL v3 certification a plus)Understanding of Agile based approach to software developmentAbility to work remotely and largely unsupervised, and to deliver to written requirementsEffective communication skills via verbal and non-verbal methodsStrong attention to detail and problem solving abilityPreferred:ServiceNow Certified System AdministratorServiceNow Certified Implementation SpecialistScrum experience a plusPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor#LI-JH1Reasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 - 8111.Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

WFO Queue Perf AnalystAre you looking for an impactful role where you finish the workday knowing you helped someone? Whether you're joining our care coordination team or playing a supporting role, the work you do every day helps us collectively reach our mission of "getting people the care they need when they need it." We believe that by staying committed to our core values of Think Big, Go Fast, Deliver Awe,and Win Together, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.Salary Range: $19.07 - $28.56 HourlyThis compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $19.07 - $28.56 HourlyBenefits Summary: In return for your commitment to our company's mission, we offer a vast array of benefits to help support the whole you. • Opportunities to work from home • Competitive wages with opportunities to earn annual merit increases • Paid development hours to use for professional and community development! • 18 days of Paid Time plus 8 company holidays, and 2 personal days per year • $1,000 Colleague Referral Program • Enterprise Recognition Program rewarding colleagues for their extraordinary work • Exclusive discounts on travel, activities, and merchandise via work discount program • Colleague Assistance Program that provides free counseling and financial services • Tuition Reimbursement Program including certifications • Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions • Medical, dental, and vision insurance • Pre-Tax FSA and HSA health savings accounts • 401(k) matching • Company paid life insurance • Company paid short term and long-term disability • Healthcare concierge • Pet Insurance• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters. JOB SUMMARY: Provides Workforce Management support and monitoring for operations in a call center environment. Analyzes calls, including call volume, staff productivity, and resource allocation. Conducts call pattern forecasting and schedules planning activities to help meet business objectives and service level expectations. Monitors the application of scheduling systems, including policy and procedures, operating structure, and information flow. Recommend operational improvements as needed. GENERAL DUTIES & RESPONSIBILITIES: Analysis and Administrative: 80% • Monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time, which exceeds defined thresholds. • Work closely with Operations, calling out non-adherent events through a notification process of emails, messaging and/or direct calls to Operational management so that non-adherent agents can be directed back toward operations task (e.g. Telephonic or Non-telephonic). • Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through email notifications or direct calls via MS TEAMs. • Provide historical reporting compilation as required by the Line of Business and/or Campaigns. • Provides real-time feedback to Workforce Optimization leadership and Operations management on the status of the LOBs (Line of Business) and campaigns. • May also be required to change agent skill associations on the switch and or provide historical reporting, depending on LOBs and campaign requirements. Collaboration: 20% • Coordinate with Operations and other WFO Queue Performance Analysts on the same LOBS/campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. • Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the LOBs/campaign. EDUCATIONAL AND EXPERIENCE REQUIREMENTS: • Minimum High School diploma or equivalent required, 2 years college or more preferred • Minimum 3 years utilizing Workforce Optimization applications: Genesys, Aspect eWFM, NICE, or Verint preferres GENERAL KNOWLEDGE, SKILLS & ABILITIES: • Strong Analytical Skills required to critically assess situations and make decisions in real time • Excellent problem solving and decision-making skills • Ability to operate effectively in a team environment • Excellent oral and written communication skills and interpersonal skills • Experience with contact center reporting and metrics preferred • Proficiency in Microsoft Office Applications including MS PowerPoint, Excel, Word and other relevant software required PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT: • For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear. • The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height). • Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus • The work environment utilizes florescent lighting; noise level is moderate. • The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload. • Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position. Please be advised this job description is subject to change at any time.

Director, Admissions ToolsCollege Board - Governance, Membership, and Global Higher EducationLocation: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office).Type: This is a full-time position.About the TeamThe Strategic Higher Ed team includes passionate, committed Higher Ed admission, enrollment, and program experts, as well as market and data analysts. Our work is focused on understanding and meeting existing and emerging Higher Ed needs and building Higher Ed acceptance of and support for key College Board programs and initiatives.About the OpportunityThe College Board seeks an energetic, forward-looking contributor who brings recent experience in admissions and enrollment with a keen knowledge of technology and software solutions. As Director Admissions Tools, you will bring your rich experience to advance our mission and member focused work for higher education. The ideal candidate will have worked within the field of admissions/enrollment management and have a strong understanding of admissions processes and technologies. You will be a key member of the Strategic Higher Education and Admissions Models team and will be responsible for managing innovative admissions tools, with a focus on Landscape - an innovative admissions resource used by over 250 colleges. Key aspects of your role include program and product management and operations, internal partnership and collaboration, and intensive engagement with and support for external members and users. A successful candidate will grow the value, engagement and higher education participation in Landscape and future admissions tools.In this role, you will:Strategy, Planning and Product Ownership (50%)Lead the day-to-day management of innovative admissions tools and services, with primary focus of Landscape: coordinate with internal teams, including technology and research, to generate requirements, test features, implement updates, etc. that align with the organization's higher education strategy.Maintain organized, detailed core product and project management documents (e.g. integrated project plans). Work with internal teams to gather and document key status inputs and operational implications/risks associated with project goals on an ongoing basis and ensure that status, risks, and progress are tracked, communicated, and managed.Collaborate with key external stakeholders and partners to deliver value and outcomes.Develop and manage highly collaborative relationships across the organization to support program implementation.Engagement (50%)Engage with external organizations and campuses to: present the tool, collect user feedback, help users with setup and maintenance, test new features and updates, and communicate user experience back to internal business units.Coordinate with external vendors and organizations to procure and exchange data, integrate products within 3rd party systems, and verify the consistency of admissions tools across technologies.Expand the user base with a focus on: customer service, deepening relationships, soliciting and listening to feedback, and exploring future uses.Monitor higher education industry trends to ensure that admissions tools utilize appropriate conventions and best practices. Requires subject matter expertise to analyze and translate critical industry developments.Serve as an engaged member of the Strategic Higher Education team and integrate Landscape goals within the broader set of divisional goals.About YouYou have:A minimum of 6+ years' full-time experience in admissions, product ownership in higher education, management consulting or equivalent.Experience supporting large-scale complex rollouts and projects - ideally, in the higher education space - with interrelated work streams.A commitment to expanding educational opportunityAbility to think creatively about how to solve business challenges, strong ability to understand and internalize the "big" picture and broader implications.Strong, demonstrated expertise in the product development lifecycleExperience in presenting complex information in compelling visual ways.Excellent verbal and written communication skills, with strong experience and facility in communicating across mission, program and technology needs and opportunities.Ability to work independently and with teams, attention to detail, strong organizational skills, and the ability to manage multiple projects and meet deadlines is required.A Bachelor's degree.Ability to travel 5-10%Authorization to work in the United StatesAbout Our ProcessApplication review will begin immediately and will continue until the position is filledWhile the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week processAbout Our Benefits and CompensationCollege Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.The hiring range for a new employee in this position is $80,000 to $135,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.Your salary is only one part of all that College Board offers, including but not limited to:A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and moreRecognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibilityA job that matters, a team that cares, and a place to learn, innovate and thriveYou can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.About Our CultureOur community matters, and we strive to practice and improve our culture daily. Here are some headlines:We are motivated to positively impact the educational and career trajectories of millions of students a year.We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard.We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women's Impact Network).We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals.We know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizations.We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time.#LI-LinkedIn#LI-MR1#LI-Remote