Business Systems Analyst, IS&T Customer Systems
Austin, Texas, United States
Software and Services
At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Would you like to work in an energizing environment where your abilities will be challenged daily? This opportunity will focus on the operational excellence of systems and processes used by contact center advisors and Apple customers to conduct Sales and Support related activities. We are looking for an individual who brings passion and creativity to what they do and wants to deliver Apple-class solutions to our business partners. We establish and maintain strong working relationships with in-region and global business partners to lead day-to-day operational support activities and long-term strategic efforts.
- You have the ability to collaborate with multiple lines of business units and technology partners to identify needs and risks and drive solutions.
- You have extraordinary writing and verbal skills to communicate information effectively to multi-functional teams, senior leaders, and technical staff.
- You demonstrate the capacity to excel in a complex and dynamic environment where ambiguity may exist.
An essential function of this role will be to serve as an advocate for our business partnerships, facilitating various efforts between the business partners and IS&T teams. You will maintain a proven focus on ensuring stability, availability, and operational readiness of Customer Systems technologies. These can include Customer Relationship Management tools, telephony, chat, email, and contact center management applications. RESPONSIBILITIES INCLUDE: You will be driving efforts to address highly impactful issues, including coordinating post-mortem discussions with IS&T and business teams. We identify action items to completion and develop and enact support plans during peak system utilization, such as holiday periods, new product launches, and other critical business events. You are asked to support and take leadership of P0/P1 critical incidents impacting tier-one applications, including regular communication to partners throughout the lifecycle of in-scope incidents. You will find opportunities to improve technology resiliency and drive related solutions to meet and exceed business needs based upon forecasted volumes and system utilization. We provide clear, concise, and relevant written and oral communications at the appropriate technical level of audience members.
Education & Experience
BS/BA degree preferred Professional certification in project management, business analysis, and IT management in one or more of the following areas preferred Significant technical certifications and or experience in place of professional certifications preferred