Posted On: 3-19-2015
Position Title: Software Administrator Workforce Management
Job Location: Chicago, IL or Virtual

Job Description


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Reports To: Functional Area:


Primary Function:


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This section summarizes the purpose/primary function of the job (in 2-4 sentences).


Software Administrators provide application administration of Verint WFO solutions and serves as the overall product expert for the organization.  They monitor performance, daily data integration, and validity of output.  They are primarily responsible for addressing WFO system issues and bringing them to resolution through the proper channels and partners.


The Software Administrator also assists with ongoing data integration as new customers or work types are identified.

Principal Duties & Responsibilities: 


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This section contains list of 5-8 primary responsibilities that account for 10% or more of their time.  The incumbent will perform other duties as assigned.



  1. Designs and delivers initial solution configuration and ongoing configuration as Enterprise WFO footprint expands.
  2. Serves as software expert for problem resolution, process consulting, and training.
  3. Facilitates knowledge transfer with vendor and Enterprise Systems while resolving system/software issues.
  4. Communicates system issues, approved work arounds, estimated time for completion, and root cause analysis.
  5. Executes software and user acceptance testing for all changes in the environment.
  6. Monitors adapters and feeds to ensure they are working properly and engages Enterprise Systems partners to resend if necessary.
  7. Completes model validations to ensure data output is valid and accurate between source and Impact 360 software.
  8. Assists with upgrades, hot fixes, patches and maintains the lab environment in order to execute testing.
  9. Assists in development of new data feeds.


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To perform the job successfully, an individual must be able to perform the Principal Duties and Responsibilities satisfactorily.  In this section, list the background minimal requirements, skills and abilities one needs to perform the job.

  1. Bachelors degree preferred in information systems, systems configuration, business, or other related fields.
  2. At least 3 years of experience and expertise utilizing Verint WFO software.
  3. Technically adept with application administration and configuration.
  4. Expert technology literacy skills to assist in the understanding of systemic architectural routing and network systems.
  5. Proficiency in Microsoft Office applications.
  6. Ability to troubleshoot issues and determine if they are technical or training opportunities.
  7. Ability to quantify and document issues, manages perceptions, and drive to identification of root cause.
  8. Excellent analytical and problem solving skills.
  9. Ability to modify technical communications to make them comprehensible to the audience being addressed.
  10. Solid negotiation, influencing and conflict resolution skills.
  11. Accomplished in and fosters the use of Continuous Improvement (CI) methods and tools.


Work Environment:


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This section contains the physical environment in which the work is performed.

  • The job may require some travel to ensure project collaboration and delivery with team members, vendors and/or business partners. (10%)


  • The work environment may require collaboration with remote team members, vendors, and matrix organizations who may be in different time zones and represent different cultural experiences.  Fostering a collaborative work environment with appropriate tools & techniques is a requirement.


  • Independent, self-driven team member able to work in a virtual environment.




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This section contains the level and types of decisions and the impact of the job on the organization.


  • Stability of WFO tools is necessary to manage business processes and provide actionable data to leaders for decision making. 
  • WFO applications allow the organization to measure the customer experience, identify what impacts them the most, and develop tactics to strategically improve and respond.
Working Relationships:


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This section contains information on working relationship of the jobs.  Include job titles only.


  • ·         Who does this job partner with externally?


  • o    Various 3rd party services and vendors to contract and augment internal resources or provide other services in support of project delivery.


  • ·         Who does this job partner with internally?
    • o    Various levels of Business Operations, Support Services & IT services to assess problems/opportunities, solutions and assemble resources to deliver solutions. Stakeholder Management may include Managers, Directors and Senior Leadership Executives (VP’s and SVP’s).


Job descriptions are not intended as nor should they be construed to be, exhaustive lists of all responsibilities, skills efforts and working conditions associated with the job.  They are intended to be accurate reflection of those principal duties & responsibilities essential for making fair pay decisions about the job.


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