Business Systems Senior Specialist

Business Systems Management (BSM) handles the implementation and administrative aspects of NICE CXone (our telephony system), Workforce Management, and Zendesk. The team's overall goal is to reduce friction in employee workflow by eliminating manual processes, repetitive tasks, and other administrative functions.

We are looking to grow the Business Systems Management Team here at Valon. As a Sr. Business Systems Specialist, you’ll serve as front line support for our servicing operations team and handle day-to-day system administration. You'll be cross-trained in all duties that our team handles to help foster process optimization.  The right candidate is analytical, works well under quickly changing circumstances, and has a good mix of technical skills, interpersonal skills, and business intuition. 

• Serve as an administrator and implement new feature requests for business-related systems
• Partner cross-functionally with all departments to troubleshoot issues that arise with business systems.
• Create and help facilitate system-related training material as necessary.
• Maintain a rapport with business stakeholders to help keep a “thumb on the pulse” of your business.
• Manage the scheduling and forecasting aspect of our Workforce Management function, working directly with frontline leadership to ensure all shrinkage and overtime is appropriately recorded.  
• Compile and deliver recurring reporting related to customer surveys, key performance indicators, and schedule adherence.
• Triage and fulfill incoming requests through our Jira ticketing system within predefined SLA timeframes.

• 1+ years of customer service, preferably in a call center environment
• 1+ years of experience at a financial or technology company (fintech preferred)
• Experience working system administration for Zendesk, Salesforce/CRM platform, and telephony solutions a plus
• Experience with troubleshooting/help desk, forecasting (short term or long term) and/or workforce management a plus
• Experience using G Suite and/or Microsoft Office a plus

• Excellent communication skills
• Ability to work with multiple stakeholders
• Flexibility and ability to work in a fast-paced environment
• Strong attention to detail and accuracy
• Collaborative and inquisitive in nature
• Must be available to collaborate and communicate in live recurring meetings

• Medical, dental, and vision insurance plans
• 17 days of paid time off, 5 personal/sick days, 11 paid calander holidays 
• Monthly lunch stipends (groceries qualify!)
• Commuter benefits
• MacBook, custom accessories, ergonomic equipment $200 budget