Inspira Financial
IT Operations Admin II (Hybrid- Oak Brook, IL)
Inspira Financial, Oak Brook, Illinois, United States, 60523
Overview
IT Operations Admin II (Remote) role at Inspira Financial. You will provide technical and functional support for the CXOne application suite, collaborate with Operations and Client Service teams, and help build, maintain, and optimize processes for using Inspira applications. You will work in a team environment, assist in system creation, document how applications function, conduct trainings, analyze data sources to identify patterns and dependencies, and contribute to stability, efficiency, and continuous improvement in our telecom environment. Responsibilities
Serve as the in-house subject matter expert for CXOne system administration, configuration, and troubleshooting. Design and develop IVR workflows using CXOne Studio. Integrate CXOne with external systems via APIs (REST, SOAP, SQL). Configure users, skills, campaigns, and dashboards; ensure CXOne configurations comply with internal security policies and industry standards (e.g., PCI, HIPAA). Provide day-to-day operational support for telecom systems, ensuring uptime and adherence to SLAs. Collaborate with Inspira Business Units and IT stakeholders to execute CXOne integrations or enhancements, analyzing data and recommending workflow improvements. Identify and mitigate risks related to system performance, security, and redundancy. Develop and maintain documentation, workflows, and escalation procedures for telecom operations. Manage vendor interactions to reduce external dependencies where appropriate. Support incident response, root cause analysis, and resolution of telecom-related outages. Contribute to strategic planning for system scalability and future technology enhancements. Configure and optimize CXOne workflows with other Inspira platforms (e.g., Salesforce, Omilia). Train and mentor internal teams on CXOne tools, features, and best practices. Handle end-user problem tickets related to applications and systems; log bugs and defects discovered during investigations. Evaluate documented resolutions and analyze trends to prevent recurring issues. Test fixes and perform post-resolution follow-ups to ensure issues are resolved. Assist in maintaining and enhancing performance of software and applications; support testing of new or prospective software purchases. Stay current on technology trends related to software applications; cross-train to support colleagues and maximize efficiency. Ensure application/system quality, integrity, and performance; provide hands-on management for mission-critical systems. Assist with unit testing, debugging, code releases, and upgrades of existing software. Preferred Qualifications
Education & Experience
3-5 years of experience in a Technical Client Support or Technical Analyst role Bachelor’s degree in computer science, Information Systems, or related field Industry certifications (e.g., NICE CXOne, CCNA, ITIL) Experience supporting large-scale contact center operations Familiarity with Workforce Management (WFM), CRM integrations (Salesforce, ServiceNow), and VoIP systems Project management or process improvement experience Strong understanding of IVR, ACD, Workforce Management, call routing, and reporting functionalities Technical experience in fast-paced financial services environments MS Office applications knowledge, including SharePoint, Visio, and Project Strong client service orientation; excellent analytical and problem-solving abilities Ability to prioritize and execute tasks in a high-pressure environment Strong interpersonal and oral communication skills; ability to build effective relationships across technical and non-technical stakeholders Self-motivated, proactive, and able to mentor junior team members Good service orientation and composure in stressful situations Working knowledge of SQL querying and reporting; ability to identify and document solutions to business problems Ability to coordinate multiple projects and deadlines; capable of mentoring others Pay Range
$58,000-$88,000 per year Compensation & Benefits
The compensation for this position varies by location, skills, and experience and may include incentive and bonus opportunities. Inspira provides benefits including healthcare, 401K savings plan, company holidays, paid time off, parental leave, and an employee assistance program. Location & Remote
Remote roles can sit in any of these states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA, WV. Remote status and role locations are subject to change. Relocation is not provided. Employees within a 90-minute radius of Oak Brook, IL headquarters are expected to adhere to in-office guidelines (4 days per month, 10:00–14:00, with one day on Monday or Friday). This requirement does not apply to support specialist positions.
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IT Operations Admin II (Remote) role at Inspira Financial. You will provide technical and functional support for the CXOne application suite, collaborate with Operations and Client Service teams, and help build, maintain, and optimize processes for using Inspira applications. You will work in a team environment, assist in system creation, document how applications function, conduct trainings, analyze data sources to identify patterns and dependencies, and contribute to stability, efficiency, and continuous improvement in our telecom environment. Responsibilities
Serve as the in-house subject matter expert for CXOne system administration, configuration, and troubleshooting. Design and develop IVR workflows using CXOne Studio. Integrate CXOne with external systems via APIs (REST, SOAP, SQL). Configure users, skills, campaigns, and dashboards; ensure CXOne configurations comply with internal security policies and industry standards (e.g., PCI, HIPAA). Provide day-to-day operational support for telecom systems, ensuring uptime and adherence to SLAs. Collaborate with Inspira Business Units and IT stakeholders to execute CXOne integrations or enhancements, analyzing data and recommending workflow improvements. Identify and mitigate risks related to system performance, security, and redundancy. Develop and maintain documentation, workflows, and escalation procedures for telecom operations. Manage vendor interactions to reduce external dependencies where appropriate. Support incident response, root cause analysis, and resolution of telecom-related outages. Contribute to strategic planning for system scalability and future technology enhancements. Configure and optimize CXOne workflows with other Inspira platforms (e.g., Salesforce, Omilia). Train and mentor internal teams on CXOne tools, features, and best practices. Handle end-user problem tickets related to applications and systems; log bugs and defects discovered during investigations. Evaluate documented resolutions and analyze trends to prevent recurring issues. Test fixes and perform post-resolution follow-ups to ensure issues are resolved. Assist in maintaining and enhancing performance of software and applications; support testing of new or prospective software purchases. Stay current on technology trends related to software applications; cross-train to support colleagues and maximize efficiency. Ensure application/system quality, integrity, and performance; provide hands-on management for mission-critical systems. Assist with unit testing, debugging, code releases, and upgrades of existing software. Preferred Qualifications
Education & Experience
3-5 years of experience in a Technical Client Support or Technical Analyst role Bachelor’s degree in computer science, Information Systems, or related field Industry certifications (e.g., NICE CXOne, CCNA, ITIL) Experience supporting large-scale contact center operations Familiarity with Workforce Management (WFM), CRM integrations (Salesforce, ServiceNow), and VoIP systems Project management or process improvement experience Strong understanding of IVR, ACD, Workforce Management, call routing, and reporting functionalities Technical experience in fast-paced financial services environments MS Office applications knowledge, including SharePoint, Visio, and Project Strong client service orientation; excellent analytical and problem-solving abilities Ability to prioritize and execute tasks in a high-pressure environment Strong interpersonal and oral communication skills; ability to build effective relationships across technical and non-technical stakeholders Self-motivated, proactive, and able to mentor junior team members Good service orientation and composure in stressful situations Working knowledge of SQL querying and reporting; ability to identify and document solutions to business problems Ability to coordinate multiple projects and deadlines; capable of mentoring others Pay Range
$58,000-$88,000 per year Compensation & Benefits
The compensation for this position varies by location, skills, and experience and may include incentive and bonus opportunities. Inspira provides benefits including healthcare, 401K savings plan, company holidays, paid time off, parental leave, and an employee assistance program. Location & Remote
Remote roles can sit in any of these states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA, WV. Remote status and role locations are subject to change. Relocation is not provided. Employees within a 90-minute radius of Oak Brook, IL headquarters are expected to adhere to in-office guidelines (4 days per month, 10:00–14:00, with one day on Monday or Friday). This requirement does not apply to support specialist positions.
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