Application Administrator, Ops Excellence

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This position is combination of user administration and configuration for. This individual of application testing strategy for enhancements, bugs, and upgrades and provides feedback and recommendations to the Sr. Operational Excellence Manager, the Quality Management and Knowledge Management program teams to maximize application potential. Responds to end user or program management requests, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training.  Responsible for thoroughly documenting all relevant information regarding user acceptance testing, user administration changes, and application configuration as well as assisting with the documentation of SOP’s for completing each type of request or configuration.


  • Responsible for analyzing and supporting business application systems and solutions.
  • Works directly with program and / or business users to clearly identify and document reported issues and resolutions.
  • Focuses on user administration and application configuration changes in ServiceNow, Virtual Observer, Advanced Speech Analytics, and Agent Assist
  • Provides solutions to a variety of automation needs based on system limitations and business requirements
  • Participates in decision making process involving selection of preferred and alternative solutions to business requirements
  • Contributes to the completion of milestones associated with specific projects.
  • Troubleshoots simple to moderate technical and configuration issues and assures consistency of solutions delivered
  • Analyzes trends and undertakes root cause analysis for repeated issues reported
  • Implements and reports on improvements and benefits of long-term measures to address process, data, or automation related issues
  • Defines and build queries that accurately identify data needed for quality assurance scoring
  • Builds and run reports to accurately analyze data
  • Maintains focus on the applications and makes recommendations for improvement to the management and program teams
  • Expected to develop expertise for applications in the designated work environment
  • Performs other tasks as assigned

QUALIFICATIONS (Education, Experience, and Certifications)


  • Bachelor's Degree in Information technology or related field
  • Min of 2 years of experience in Information Technology or Application Design related position
  • Min 2 years hands on experience with data modeling and process building
  • ITIL v.4 Foundations Certified
  • KCS Fundamentals Certified
  • Microsoft Certified: Data Analyst Associate

  • Hands-on experience and exposure to ServiceNow, Speech Analytics, Natural Language Processing, Application testing, and MS Office suite

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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