Business Systems Analyst

IronMountain Solutions; Vienna (VA); Hybrid; USD 100,000 - 150,000; Full time

Job summary

IronMountain Solutions is seeking a Business Systems Analyst to support the SEVP Response Center, serving as a liaison between business units and technical teams. The role emphasizes advanced analysis, reporting, and workflow improvements in a hybrid work setting in the Vienna area.

The candidate should have strong communication skills to translate technical details for non-technical audiences and a ten-year track record in related tech and operations.

Qualifications

• ItILv4 certification required within 30 days of onboarding.
• Bachelor's degree in a related technical discipline preferred but not required.
• Ten years hands-on experience with contact center tech and networking.

Responsibilities

• Administer Avaya/Calabrio access for Level II staff.
• Document, set up, and test Desktop Screen‑Pop/Soft‑Phone apps and reporting.
• Coordinate with stakeholders to resolve routing issues and support upgrades.
• Lead analysis workstreams or small projects as assigned.
• Develop reporting tools capturing key operational metrics.
• Monitor service levels and suggest workflow improvements.
• Maintain and upgrade support tools and telecom reports.
• Provide actionable recommendations to decision makers.
• Collaborate with Level I BSAs, federal leads, and vendors.

Skills

Contact Center software

ACD

IVR

Networking

TCP/IP

VPN

VoIP

SIP Trunking

Firewall

Routing

Scripting (Python/SQL)

CRM/SharePoint/Microsoft Office

Education

Bachelor's degree in a related technical discipline

Tools

XMLSpy

SQL

CRM

SharePoint

AWS/Azure/Google Cloud

Job description

501734 Business Systems Analyst

Work Location: Hybrid

Schedule: Full Time - 40 hours per week; 8 hours per day in hybrid environment.

Relocation: N/A

Iron Mountain Solutions is seeking a Business Systems Analyst. The Business Systems Analyst supports the SEVP Response Center (SRC) Level I team by providing advanced technical, analytical, and operational expertise. This role serves as a liaison between business units, technical teams, vendors, and federal stakeholders to ensure timely resolution of SEVIS-related issues, improve workflows, and maintain critical contact center systems. Strong communication skills are required to translate technical information for non-technical audiences.

Job Duties:

• Administer Avaya/Calabrio access for Level II staff
• Coordinate with stakeholders and vendors to document, set up, and test Desktop Screen‑Pop/Soft‑Phone applications and reporting systems.
• Serve as liaison between business units to resolve routing issues and support upgrades.
• Collaborate seamlessly with Level I BSAs, federal leads, telephony vendors and ICIO
• Conduct daily testing and analysis of systems to assess performance.
• Prepare, consolidate, analyze, and present recurring reports (daily, weekly, monthly, quarterly).
• Recommend improvements to processes, procedures, and system workflows.
• Maintain and upgrade support tools and telecom/contact center reports.
• Provide decision makers with actionable system-related recommendations.
• Design and develop reporting tools capturing key operational metrics.
• Support resolution of day‑to‑day system and interface issues.
• Monitor and analyze service‑level trends to identify opportunities for improvement.
• Document and report all system changes, maintaining definitions and structures.
• Lead analysis workstreams or small project efforts as assigned
• Perform additional duties as required.

KNOWLEDGE, SKILLS, & ABILITIES:

A minimum of ten (10) years of hands‑on experience with the following technologies and competencies:

• Contact Center operations software (Avaya, Genesys, NICE, Cisco).
• Automatic Call Distributors (ACD).
• Interactive Voice Response (IVR).
• Knowledge base software.
• Strong working knowledge of installing, configuring, monitoring, and troubleshooting routers, switches, firewalls, TCP/IP, IPX, EIGRP, BGP, VoIP, SIP Trunking, trunk ports, VLANs, access ports, VPNs, and cloud/standalone controllers.
• Advanced troubleshooting and problem‑solving abilities.
• Strong skills in analyzing complex problems, processes, and systems to propose solutions.
• Ability to quickly learn new systems, technologies, and processes.
• Strong oral and written communication skills.

Desired Experience

• Experience with web, chat, email, social media, SMS/text, mobile, and fax contact center features.
• Experience with business intelligence software, XML, XMLSpy, HTTP, SSL, and client certificates.
• Experience in telecommunications architecture, system analysis, and networking.
• Experience with scripting languages such as Python, Java, SQL.
• Experience querying databases (SQL expertise preferred).
• Experience with CRM, SharePoint, and Microsoft Office.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Experience presenting complex information clearly to all organizational levels.

QUALIFICATIONS:

• ITILv4 certification required within 30 calendar days of onboarding.
• Bachelor's degree in a related technical discipline preferred but not required.

IronMountain Solutions is an Equal Opportunity Employer.