Computer Systems Analyst - Technical Operations Five9

Responsibilities

Create, coordinate and analyze complex project plans for deployment, regular upgrades and maintenance of Five9 On Demand Call Center Software in San Jose, Fremont, New York and other data centers as they become available, provide ongoing recommendations on project management process improvements. Coordinate timely delivery of all operations projects requiring complex multi-stage configuration changes in production environment (?change management process?) with various internal resources in United States, Russia and Philippines, including development, QA and operations (Russia), customer support and implementation (Philippines) and management (United States). Coordinate change management projects with Technical Operations, Product Management, Provisioning and Engineering Departments. Identify, collect and document complex requirements for product lifecycle change management process, provide ongoing recommendations for improvements of change management and requirements management processes. Participate regular weekly program management meetings, provide change management process analysis, reporting metrics, document meeting notes, communicate agreed-upon decisions. Coordinate timely submission, review, analysis and approval of all change management process documents. Analyze and review change management requests, provide feedback and recommendation to technical operations. Escalate to the management any issues and exceptions related to timely delivery of the change management projects.

Requirements

Master?s Degree in Engineering & Management, Economics and Management of Mechanical Engineering, Computer Information Systems, Computer Science or related field.
2 years of experience as IT Project Manager, Computer Systems Analyst, IT Engineer or related position.
Experience with Project Management Methodology in IT and IT Standards.
Experience with Change and Deployment Management Methodology in IT.
Experience with Requirements Collection and Definition Process in IT.
Experience with Microsoft Project, Visio and Wiki.
Experience with MS SQL/MySQL Database Management.
Experience with Telephony Application Management.
Experience with Operating Systems Management.

Location:	San Ramon, CA United States