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Systems Administrator

Artech Information Systems
Gaithersburg, Maryland, United States
November 29, 2018


Job Description:

Job Title: Systems Administrator

Location: Gaithersburg, MD

Duration: 12 Months

Job Summary

This position will be responsible for configuring and maintaining client Access Services systems that are vital to providing patient and provider support.

The SA is responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. This individual participates in technical research and development to enable continuing innovation within the infrastructure. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff, and partners.

This individual will assist project teams in assessing technical impacts for new projects. These activities include the definition of need, benefit, and technical strategy; research & development within the project life-cycle; technical analysis and design; and support of operations staff in executing, testing and rolling-out the solutions. Participation on projects is focused on smoothing the transition of projects from development to production stage by performing operations activities within the project life-cycle.

This individual is accountable for the following Access Services systems:

• Telephony, customer relationship management (CRM) application, quality assurance, workforce management, knowledge management, reporting application, 3rd party integrations, Windows and Access Services related applications

• Responsibilities on these systems include operations support, maintenance, research, and development to ensure continual innovation.

Key Roles/ Responsibilities:


• Manage the IVR and multichannel configurations, database and recordings based on changes from the project management office department. For ex. Speech IVR; Geo-routing configuration, click to chat, email, vmail, etc.

o Configurations, Implementation, Acceptance testing

o Develop and maintain installation and configuration procedures

o Automated Call Distributor administration

o General production support

o Quality of service troubleshooting

• Contact Center support configuration and administration of Workforce Management applications used for scheduling, adherence, and forecasting, Quality Assurance applications used for call/screen recording and voice of the customer surveying, and Reporting tools

• Business Process Development

o Standard Operating Procedures creation

o Work Instruction documentation

o Reference documentation

o Contribute to and maintain system standards

• Training contact center personnel or serving as subject matter expert (SME) with Telephony systems

Operations Support

• Manage user accounts : Account Administration

• Create, change, and delete user accounts per request: Log in Issues

• Perform daily system monitoring, verifying the integrity and availability of all applications and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups

• Interface with the IT department for supporting upgrades and other technical issues related to the contact center. Coordinate and communicate with impacted users

• Research and recommend innovative, and where possible automated approaches for system administration tasks. Identify approaches that leverage our resources and provide economies of scale.

Help Desk Support

• Act as the primary point of contact for reporting tickets to vendors and equipment manufacturers. Follow up with vendors to ensure issues are resolved in a timely matter.

• Onboarding new hires with laptop/desktop setup, phone set-up, and peripherals

• Manage proper offboarding requests

• Provide level 1 support to Access 360 agents in the contact center. Troubleshoot basic computer desktop and application related issues. Coordinate and communicate with impacted users

CRM Support

• Support Fax Issues and Transmission checks

• IT ticket creations/follow-up

• Subject matter expertise focused on operations and administration aspects

• Configurations : Implementation, Acceptance testing

Maintenance/Inventory Tracking

• Upgrade and configure system software that supports Access Services infrastructure applications per project or operational needs

• Maintain operational, configuration, or other procedures.

• Develop and maintain an inventory tracking system for all workstation hardware and peripherals

Minimum Requirements:

• Bachelor’s degree with a technical major, such as engineering or computer science

• Three to Five years of system administration experience

• Experience with contact center technology

• Telephony including ACD/IVR

• Quality Assurance tools

• Workforce Management application


• Business travel, by air or car, may be required for internal and external business meetings up to 10%

• Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice

• Basic knowledge of SQL

• Production support and incident/change process management


• Master’s degree

• Five plus years of experience

• Experience in a Healthcare contact center environment