Hybrid Business Systems Analyst: Contact Center & Insights

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

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.