Lead Systems Analyst, Online Recruitment

• System Administrator for CCaaS (dialer) solution. Serving as a bridge between the Arizona Online Recruitment & Enrollment Management (REM) team and TTEC who supports our contact center operations.
• Internal lead and strategist for our Slate Customer Relationship Management (CRM) System; includes coordinating initiatives with the Enrollment Management Systems Initiatives (EMSI) team who are the product owners for the Slate system.
• System Administrator for Gravyty (lvy.ai) chatbot solution; working closely with the Ocelot/ Ivy team to ensure that all parties understand our business needs and technical requirements.
• Conducts thorough analysis of existing systems and processes to identify gaps, areas of improvement and opportunities for automation.
• Provides subject matter expertise within use of applicable technology for Arizona Online Recruitment.
• Translates business needs into clear and concise technical specifications for development teams.
• Collaborates directly with the Director of Online Recruitment and Enrollment on identifying current recruitment technology trends and areas of focus to improve program development.
• Works with recruitment leadership to develop and implement strategic enrollment goals.
• Leads collaboration and integration when non recruitment staff necessitate the use of recruitment systems.
• Creates detailed requirement documents, descriptions, and other documentation to communications solution specifications to both technical & non technical stakeholders.
• Supervision of Communication and Data Management staff that also serve as a complex support team.
• Leads Communication Management Team in campaign designing, campaign management, call analysis responses, wrap up code mapping and outbound settings
• Collaborates with cross functional teams, including developers, project managers and systems administrators to design effective solutions that align with institutional goals.
• Aides in the maintenance of Arizona Online internal Recruitment SharePoint site, (PowerAutomate Flows, process guide management and cross department page collaboration).
• Assists in recruitment project planning, estimating and prioritization.
• Develops and implements policies, procedures, processes and training /operations manuals.
• Identifies and shares opportunities for process improvements and improved working conditions.
• Serves as a liaison between technical teams and end users, ensuring effective communication and mutual understanding.
• Develops and executes test plans, test cases, and scenarios to validate that solutions meet requirements.
• Supports change management efforts by assisting with training materials, user guides, and user training sessions.
• Provides recommendations for process improvements and innovative solutions.
• Additional duties as assigned.

Knowledge, Skills, and Abilities (KSAs)

• Requires conceptual knowledge and expertise of contact center and admissions/ recruitment communications concepts, principles, and practices or a broad understanding of multiple related disciplines and general management.
• Excellent written communication and presentation skills.
• Ability to meet deadlines: organizational, project and time management skills
• Ability to function both independently and as a team member
• Detail orientated
• Demonstrate above average analytical skills; ability to identify trends and patterns