Sr. Application Support Engineer (AI)
Mattersight Corporation Overview:
Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight's Behavioral Analytics service captures and analyzes customer and employee interactions, employee desktop data, and other contextual information to improve operational performance and predict future customer and employee outcomes. Mattersight’s analytics are based on millions of proprietary algorithms and the application of unique behavioral models. The company's SaaS+ delivery model combines analytics in the cloud with deep customer partnerships to drive significant business value. Mattersight's applications are used by leading companies in Healthcare, Insurance, Financial Services, Telecommunications, Cable, Utilities and Government.
Senior Support Engineering Responsibilities:
Mattersight is looking for a Support Engineer to join our rapidly expanding Support Engineering team within the Marketing Managed Service Business line. This individual should be detail and process oriented, possess good troubleshooting and problem solving ability, as well have excellent verbal and written communication skills. In addition, he or she should have a strong understanding of business intelligence, analytics and a strong technical background with applications running on a Microsoft platform.
Key Job Responsibilities:
Work with the application development team to investigate performance enhancement opportunities
Work with the Operations support team to respond to service requests and incidents as identified base on a deep understanding of the application and its components
Understand the underlying technology solution set in order to assist in the delivery of high standards of application availability
Integrate with the support center team in an ITIL based service delivery environment
Work with peers to fine tune and enhance monitoring, knowledge base, and Operations portal solutions for optimal performance
Required Skills / Experience:
1. 3-7 years of client facing, hosted computer operations management experience at a large scale
2. Strong customer service attitude, focused on delivering value to clients
3. Highly motivated individual with a sense of urgency and ownership
4. Ability to communicate clearly and concisely in both written and verbal delivery
5. Strong troubleshooting methodology in a remote administration environment
6. Identify and monitor KPIs to recognize improvement opportunities
7. Drive process tools and automation
Strong Knowledge of the Following Technologies:
1. Microsoft Server Operating System
2. Microsoft SQL Server and database support
3. Call recording technology and operations familiarity
4. Network connectivity technologies
5. Root cause analysis
6. Linux administration
Company Culture and Facts:
We are all different and that is powerful. Variability fuels our business and unites our work. It teaches us that strength lies in differences. To see what matters is our culture, and our culture starts with you.
Your different perspectives inspire us to be better. Your diversity fosters creativity and accelerates our innovation. Your unique skills and abilities make us stand out. Your background and experiences help us reach our full potential.
We are committed to a workplace that is increasingly diverse and inclusive, so be your best you
Eligibility and Location:
Mattersight seeks candidates authorized to work in the United States. The Support Engineering role will be based at a United States location. Candidates should expect travel up to a maximum of 10% of the time.
NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.