Systems Applications Analyst: Genesys & CX Focus

Laya healthcare; Cork; Hybrid; EUR 52,000 - 76,000; Full time

Job summary

Laya healthcare in Cork is seeking a Systems Applications Analyst to join the Systems Team, supporting a portfolio of critical applications underpinning operations and customer services, with emphasis on reliability, security and business alignment. You'll work closely with business stakeholders, vendors and IT colleagues, developing specialist expertise in the Genesys Contact Centre platform and contributing to its support, administration and ongoing development.

Location: Cork (Hybrid).

Qualifications

• 3+ years' experience supporting enterprise or business-critical applications.
• Experience in an IT Applications, Systems Support or Business Systems environment.
• Knowledge of service management tools such as Jira, ServiceNow or similar and APIs/web services.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent communication and stakeholder management skills.

Responsibilities

• Provide second and third-line support for enterprise applications
• Investigate and resolve application incidents, problems and service requests
• Gather, analyse and document business and system requirements
• Support application upgrades, releases, testing and enhancements
• Manage application configurations, user access and integrations
• Collaborate with vendors and business stakeholders to deliver solutions and improvements
• Develop specialist knowledge of the Genesys Contact Centre platform
• Identify opportunities for process improvement, automation and optimisation

Skills

Enterprise application support

APIs & web services

Analytical problem solving

Stakeholder communication

Vendor collaboration

Tools

Jira

ServiceNow

Genesys

Job description

Laya healthcare in Cork is seeking a Systems Applications Analyst to join the Systems Team, supporting a portfolio of critical applications underpinning operations and customer services, with emphasis on reliability, security and business alignment. You'll work closely with business stakeholders, vendors and IT colleagues, developing specialist expertise in the Genesys Contact Centre platform and contributing to its support, administration and ongoing development.

Location: Cork (Hybrid).