Location: Hybrid Onsite – Carmel IN
Duration: 12 months
3 positions open
**Candidates must be able to work on our W2
Benefits include Medical and Dental Insurance, 401(k), Employee Service Center, Referral Bonuses, Loyalty and Longevity Bonuses, and Plum Benefits.
- Provide technical support for the Verint WFO Suite, with a focus on modules such as Workforce Management, Desktop and Process Analytics (DPA), Quality Monitoring, Performance Management, and Speech Analytics.
- Offer specialized support for Verint XM, including troubleshooting and consultative guidance.
- Resolve technical challenges for both Verint products across cloud, hybrid, and on-premise environments.
- Utilize your expertise to offer consultative support to clients, helping them fully leverage Verint WFO Suite and Verint XM.
- Continually refine and optimize support processes to exceed customer expectations.
- Create well-structured documentation, such as troubleshooting guides and solution outlines, within the ServiceNow platform.
- Manage incident tracking and workflows efficiently in ServiceNow, and generate knowledge articles and procedural documentation.
- Assist in the development of desktop packages for Microsoft SCCM Deployment.
- Proactively identify and mitigate potential issues.
- Assist with after-hours activities including Verint and Verint XM patching, system upgrades, and infrastructure maintenance.
- Contribute to the development and ongoing upkeep of SSRS Reports.
- 5 years experience in IT positions
- Verint, SQL, PowerShell, and ServiceNow are all nice to haves – but the team is collaborative and willing to train on these skills.
- In-depth knowledge of the Verint WFO Suite, encompassing various modules and cloud technologies.
- Specialized expertise in Verint XM, along with its cloud and on-premise implementations.
- Exceptional problem-solving abilities, especially when under pressure.
- Advanced skills in creating both technical and procedural documentation, ideally within ServiceNow.
- Proficiency in Microsoft SQL and PowerShell.
- Skillful use of ServiceNow for incident management and knowledge base development.
- Strong initiative and a proactive, highly motivated demeanor.
- Proficiency in packaging and deploying software through Microsoft SCCM.
- Familiarity with Intradiem, Genesys Decisions, and Medallia is a plus.
- High School Diploma or GED
To be considered for this position you should have excellent organization, communication, and interpersonal skills, and be the type of individual who can work independently and take initiative. If you feel you are a fit for this role, please reach out to us to discuss it in detail.