Hybrid Contact Center Analyst – Public Sector

Administrative Services, Department of; United States; Hybrid; USD 42,000 - 45,000; Full time

Job summary

Georgia Department of Administrative Services invites applications for a Contact Center Analyst. The role focuses on delivering timely, accurate customer assistance across multiple channels while supporting Workday and Jaggaer environments.

The position demands strong technical and customer service skills, with the ability to analyze customer needs, resolve issues, and guide users through processes. Hybrid work is encouraged with some in-office days.

Qualifications

• Three years of experience in help desk, call center or systems support environment.
• Experience working with Workday and/or Jaggaer.
• Experience working with Procurement Applications Systems in a call center environment.
• Experience using a cloud based application such as CRM, ACD call platform, and OneDrive.

Responsibilities

• Analyzes information to determine nature and extent of customer’s requirements and concerns.
• Provides customer support in the maintenance of systems.
• Participates in evaluation of new technologies or solutions to improve service and efficiency of systems.
• Researches and analyzes system/user problems by applying a variety of analytical and research techniques.
• Participates in the establishment of standards and procedures to be used in the development of systems.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Education

Bachelor's degree encouraged

High school diploma or GED

Tools

Workday

Jaggaer

CRM

ACD platform

Job description

Georgia Department of Administrative Services invites applications for a Contact Center Analyst. The role focuses on delivering timely, accurate customer assistance across multiple channels while supporting Workday and Jaggaer environments.

The position demands strong technical and customer service skills, with the ability to analyze customer needs, resolve issues, and guide users through processes. Hybrid work is encouraged with some in-office days.