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Telephony Systems Analyst

About the position

Prudential is seeking a highly-motivated Systems Analyst to work closely with business and technical communities to implement telephony solutions to meet business objectives. This position leverages technical skills as well as project management, analytical, conceptual, and problem-solving skills.

Excellent communication skills are required to partner with internal and external business, systems, management, and vendor groups. The environment is fast paced and provides excellent developmental opportunities.

Responsibilities:

  • Collaborate with business partners to understand their requirements and the challenges they are trying to solve for; identify and clarify any gaps, and help to create business use cases
  • Collaborate with technical partners to document systems requirements
  • Collaborate with technical resources to evaluate telephony solutions and present recommendations to the business to reduce cost or improve service
  • Manage projects; document costs and assumptions, document requirements, maintain project plans, provide status, manage resources, schedules, and business expectations
  • Collaborate with business partners to manage testing support; develop test plans / use cases / scenarios, define expected testing results, and analyze and triage defects reported
  • Manage implementations; address defects, and coordinate installations
  • Maintain the Standard Operating Procedure (SOP) and Business Continuation (BC) documentation; ensure content is relevant, complete, and accurate. Actively identify gaps and define, document, and implement processes
  • Coordinate and manage BC testing exercises and manage BC recovery as required
  • Understand, maintain, and support telephony infrastructure; troubleshoot issues, coordinate root cause analysis, present recommended corrective action, and track the resolution efforts
  • Perform related duties as assigned or requested
  • Demonstrate ownership and accountability of projects and activities
Qualifications
  • Ability to manage complex telephony projects
  • Ability to work with multiple internal and external groups (across multiple locations)
  • Ability to simultaneously manage multiple projects and effectively prioritize work to meet all deadlines under tight time constraints
  • Ability to estimate project effort and duration
  • Ability to track and resolve issues through resolution
  • Ability to work within established processes and procedures
  • Proficient in the use of Microsoft Office products (Project, Word, Excel, Power Point, Visio)
  • Experience with AGILE, JIRA, and Confluence preferred
  • Strong interpersonal and communication skills (written and verbal)
  • Strong organizational skills, resourcefulness, and attention to detail, along with the drive for excellence
  • Self-motivated learner who will take the opportunity to learn new technologies and take the initiative to become the Subject Matter Expert (SME)
  • Demonstrates a strong desire to maintain our reliable reputation and strive to improve it by employing creativity, curiosity, and desire for continuous learning
  • Possesses analytical, conceptual and problem-solving skills
  • Must enjoy solving problems and implementing creative solutions
  • Knowledge of contact center operations and technologies preferred
  • Telephony knowledge preferred
  • BS/BA in Telecommunications, Information Systems, Computer Science, Business, or equivalent work experience preferred
  • Team provides 24x7 support, off hours and weekend work required as needed

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.