Database Technical Support Specialist

Job Opportunity

Responsible for providing technical and analytical support to several large contact center sites. Participate as a key technical resource during project implementations and provide authoritative technical guidance to the customer and project team. Demonstrate strong oral and written communication skills, with the ability to communicate technical topics to management and non-technical audiences, as well as interface with the customer on a daily basis. Identify research process improvements or develop new processes as needed. Leveraging Verint's reporting capabilities and other business intelligence tools to maximize software integration and utilization. Supporting SQL database operations for N8NN performance metrics reporting, ensuring accurate and efficient data handling. Facilitating the transition to new technologies such as Quicksight, Tableau, and WebFOCUS, enhancing business intelligence capabilities. All other duties as assigned or directed.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

Skills and Requirements Key Required Skills: Experience in scripting to automate and streamline call center functions. Proven ability to support and implement call center services effectively. Familiarity with leading call center applications such as Amazon Connect and Genesys.

Factors To Help You Shine (Required Skills) These skills will help you succeed in this position: Experience in the installation and support of CICS Abend-AID/FX, CICSPlex Systems Manager, BMC 3270 Super Optimizer for CICS or Softdate' software within CICS environment. Experience in modifying CICS architecture to eliminate Single Points of Failure within CICS. Experience in Process Job Control Language (JCL) and RDO modifications from service requests assigned by the task manager. Experience in performing CICS and WebSphere system dump analysis and provide recommendations. Experience in CICS programming using Java, Common Business Oriented Language (COBOL), or similar web-based application software to identify/isolate problems. Experience with installing, upgrading and maintaining ITM Software for CICS, MVS, MQ and DB2 via TEPS and TOM. Investigate CICS storage violations and recommend dynamic changes to CICS region settings to correct or contain CICS problems, with approval from the work activity manager or designee.

How To Stand Out From The Crowd (Desired Skills) Showcase your knowledge of modern development through the following experience or skills: Experience with performing mid-level troubleshooting. Experience with monitoring critical system resources. Education: Bachelors degree with 3+ years of experience. Must be able to obtain and maintain a Public Trust clearance. Contract requirement.