Senior Analyst, Systems Solutions

Brand

Description

The Senior Systems Solutions Analyst will report to the Supervisor, System Solutions and will work closely with the Contact Center Leadership and support teams, as well as Enterprise partners to deliver Excellence Plus service to all customers. "To help our customers express themselves and connect with the important people in their lives"

The Senior Systems Solutions Analyst is the liaison between the Contact Center, the IT department, and our 3rd Party partners (AIGO, Interactions, Sprinklr, etc.)

This position is responsible for workflow coordination across the department's analysts, providing updates on assigned projects, managing and supporting the department's Permissions inbox, and assisting in supplementary training of System Solutions Analysts in additional skillsets and new functionality as needed.

Other duties include working System Solutions morning reports, Production Coverage (Email, Chat, and Phone), Data Management, and other duties as assigned.

Essential Duties Responsibilities

• Support Contact Center users with resolving and troubleshooting technical system issues in person, via phone, email, messenger, etc. related to desktop applications, telephones and/or any other applications required to perform their primary functions
• Coordinate with the System Solutions Team Supervisor, and his team to ensure timely completion of daily, weekly, and assigned tasks.
• Quickly determine the severity of an issue/outage based on the customer facing impact and cascade communication to all appropriate channels/parties.
• Submit follow-up and review Remedies.
• Support and manage the Permissions Inbox, as well as coordinating the completion of Remedy and Permissions requests between IT partners and Onboarding Trainers.
• User ID creation/deactivation and password resets for all contact center tools/systems
• UAT testing and support for SSI, CCS, and any other Call Center tools requested (Subscription Tool, InContact, Genesys, Qualtrics, QM, Sprinklr etc.)
• Procedural Documentation for both the System Solutions department, as well as providing procedural write-ups in support of new functionality to the Communications Team.
• Meet regularly with Service Center teams to determine needs within the center
• Serve as the Subject Matter Expert (SME) and support/technical liaison with Enterprise Service Desk
• Complete publish reports for System Solutions and other areas as needed

Requirements

• Excellent troubleshooting, technical, and organizational skills; attention to detail; willingness to work in a fast-paced environment and effectively meet aggressive timelines.
• Advanced communication skills. Be able to demonstrate exceptional customer service and communication skills essential to professionally and effectively interact with all levels of company personnel.
• Skilled in Microsoft Office Tools
• Flexibility in schedule to support the business needs; be available for overtime and weekends as needed.
• Demonstrated ability to be hands-on; get into the details to drive issues to resolution.
• Ability to multi-task in all functional areas as assigned, manage multiple projects simultaneously and work under stringent deadlines.
• Ability to prioritize and problem-solve system issues.
• Ability to work independently and be self-motivated
• Must have the ability to adapt to changes in programs, policies and procedures while maintaining a positive attitude and be receptive to any feedback provided.
• Previous System Solutions Experience.

About Us

About Harry David®

Since 1934, Harry David has been America's premier choice in gourmet food gifting. Headquartered in Southern Oregon, Harry David owns and operates 20 different orchards, spread over 100 square miles, featuring fresh yearly crops of handpicked delicious fruit, including peaches, Bosc pears and the iconic Royal Riviera® pears. Harry David offers a wide variety of options for everyday sharing and entertaining, including Moose Munch® premium popcorn, Wolferman's Bakery®, Cushman's® and Stock Yards® branded products. Harry David is part of the 1-800-FLOWERS.COM, Inc. family of brands. Shares in 1-800-FLOWERS.COM, Inc. are traded on the NASDAQ Global Select Market, ticker symbol: FLWS.

Our Commitment to Diversity

At 1-800-FLOWERS.COM, Inc., we seek to inspire more human expression, connection, and celebration -- for everyone. This means fostering a culture of inclusion where our team members, customers, and partners feel respected, valued, and empowered. We believe that embracing diversity, and celebrating the uniqueness of every individual, makes us a better company.