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Systems Engineer – Call Center Application Management

Apply now Job no: 495846 Work type: Regular Full-Time Location: Chicago – 55 East Monroe Street, IL Capability Area: Infrastructure

JOB DESCRIPTION:

NORC at the University of Chicago is seeking a Systems Engineer to join our Infrastructure, Security, and Operations team.


The System Engineer will be a member of the Network Engineering and Operations team and the role will revolve around providing day to day technical support and engineering supporting NORC’s core call center Survey Application system.


The system engineer candidate will be responsible for the day to day operational health and growth for new and existing call center survey systems. The responsibilities will include daily health checks of the systems, implementation of new surveys and IVR scripts, and second level troubleshooting support. Work closely with call center staff on providing design solutions, implementing new features, monitoring system performance, and troubleshoot issues. The candidate will assist with system application upgrades, patching, and testing. The candidate will be required to be available to participate in the resolution of system outages outside of business hours. The candidate will be expected to create and maintain systems documentation.
The core technologies involved include Voxco Survey Management Platform, Cisco Networks and SIP Telephony.

DEPARTMENT: INFORMATION TECHNOLOGY

NORC's Information Technology department provides technology services to our staff and clients. Given the critical role technology plays in our day-to-day lives, we are committed to delivering professional, high-quality solutions to achieve our collective goal of advancing social science research.

RESPONSIBILITIES:

• Survey Systems Lifecycle Management: day-to-day operations and engineering of core Survey Platform (Voxco). Working with application vendor on issue troubleshooting. Survey environment management, including off-hours on-call support.
• Availability/Incident/Request Management: Responsible for the timely resolution of incidents, problems and request fulfillment. Analyze incident events and escalations from helpdesk/Call Center Operations, determine cause and resolve or escalate to senior technical resources.
• Change and Release Management: Applies sound IT production and change management methods to all areas of supported infrastructure. Adheres to set standards and processes when documenting, communicating and implementing changes. Assists with implementation of new features and solutions.
• Technical Management: Must demonstrate an ability to develop technical expertise in infrastructure technologies and drive towards becoming a subject matter expert.
• Priority Management: Must be able to manage several assignments at one time, balancing resources, priorities, deadlines and time. The work is highly technical, requires collaboration across multiple disciplines and groups. Demonstrate an ability to work independently and provide support over weekends and off-hours.

REQUIRED SKILLS:

• At least five years of professional experience supporting a production enterprise.
• Experience with computer-assisted telephone interviewing (CATI), computer-assisted web interviewing (CAWI), and associated voice technologies is desired.
• Experienced in the installation, configuration, troubleshooting, diagnostics, and administration of server-based applications and operating systems on Intel-based platforms
• Basic programming and scripting skills
• Bachelor's degree in computer science, engineering, or other related fields.
• Must possess strong written and verbal communication skills for interaction with management, users, and other team members
• Must be willing to provide off-hours (including weekends) support for Priority 1 issues and survey creation requests.

WHAT WE DO:

NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, our teams have conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. Today, government, corporate, and nonprofit clients around the world partner with us to transform increasingly complex information into useful knowledge.

WHO WE ARE:

For over 75 years, NORC has evolved in many ways, moving the needle with research methods, technical applications and groundbreaking research findings. But our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the NORC team. With world-class benefits, a business casual environment, and an emphasis on continuous learning, NORC is a place where people join for the stellar research and analysis work for which we’re known, and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a global scale.

EEO STATEMENT: 

NORC is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce. NORC evaluates qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, and other legally- protected characteristics.

 

Advertised: Central Daylight Time Applications close:

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