Cloud Systems Administrator- REMOTE

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This position is responsible for user administration and configuration of system tools and applications. To include, but not limited to, Speech Analytics, Quality Assurance, Workforce Optimization, Agent Assist, Service Now and other software required to support business processes and our ongoing Remote workforce capability.

Works closely with the organization to determine opportunities for continual improvement in utilization, efficiencies, ease of use and enhancements of these applications.

Collaborates with the Service Design Team. The individual will provide the information required to create enhancements, assist with UAT, and where applicable, assist with creating and providing training and SOP documentation when new improvements are implemented and delivered.

Responds to end user or program management requests and tickets, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, end user error, or coordinating training.


* 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, Help Lightning, and Agent Assist
* Provides solutions to a variety of automation needs based on system limitations and business requirements
* Provides Guidance and help to build and create dashboards and components.
* Participates in decision making process involving selection of preferred and alternative solutions to business requirements
* 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
* Provides guidance to the business on how to run reports that will 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)

• Min of 3 years hands on experience with Systems Administration and process building
• Min of 2 years of experience in Information Technology, Application Configuration, or related position.

• Bachelor's Degree in Information Technology, Computer Sciences, or related field.
• ITIL Foundations Certified.
• Hands-on experience and exposure to ServiceNow, Speech Analytics, Natural Language Processing, Application testing, and MS Office suite.


• Possesses ability to work with various teams and users as needed.
• Conducts research around best practices and has ability to adequately document created solutions.
• Possesses ability to effectively communicate with people at multiple levels.
• Possesses ability to clearly communicate technical and procedural information verbally and in written documentation form.
• Possesses ability to determine resolution for routine and non-routine issues; recognizes issues and gaps for escalation.
• Possesses very good customer service and interpersonal skills; is motivated and team oriented.
• Possesses ability to prioritize multiple tasks and projects, is organized and dependable.
• Possesses ability to work in a fast paced and changing environment.


Visa Sponsorship is not offered for this position.


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

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