Job Description

The Technology Analyst is responsible for working closely with the Technology Associates, Technology Partners, and AGS Program Office (PO) leadership to successfully sustain, implement and grow the technologies critical to the success of AGS. This position includes developing a strong partnership, expertise, and oversight with a specific Technology Partner, to ensure they strive for world class service and remain committed to continuous improvement in their products and services to help AGS achieve both short-term and long-term business objectives. This position will be recognized as the technical subject matter expert for the specific technology. Analyse reoccurring technology incidents and identifies areas of operational efficiencies for program improvements and growth in order to provide strategic consultation or resolution to AGS PO, Clients and Technology Partners. This role is an AGS Technology Operations strategic position meant to drive significant improvements in PO processes, technologies, operations, efficiencies, and profitability. This person will rely on the Technology Associate to provide day-to-day support to the AGS PO and Technology Partners in order to focus on meeting these objectives.

Responsibilities

• Understands the business operations, goals and strategies of all POs for their assigned technology and contribute to their success

• Works closely with Technology Partners to align and lead them toward AGS objectives, account goals and priorities

• Acts as the escalation point for Technology Associates, PO Leadership and the Client on all technology and support issues

• Collaborates with other Professional Services team resources to better serve our Program Offices and Clients

• Establishes open communications with Technology Partners and PO Leadership teams

• Provides leadership for all technology support processes, incidents and service requests

• Responsible for the Technology Operations work stream for new program implementations, technology implementations and program expansions

• Lead the planning, facilitation and communication activities for significant technology releases for assigned accounts to ensure quality

• Overall oversight for all technology service requests (enhancements, configuration changes, etc.) for their specified technology accounts to ensure appropriate levels of documentation, planning, vetting, prioritization, and testing to ensure quality implementation

• Facilitates and/or participates in Client meetings around technology issues, demos, or future service requests as required by the PO

• Conducts Operational Assessments with the Technology Partner and PO on identified Client accounts. Responsible for driving agreed upon deliverable

Qualifications

• Knowledge of the Systems Development Life Cycle (SDLC) methodologies

• Knowledge of process modeling techniques and protocols

• Experience with the standard technologies utilized by AGS VMS engagements (ex. Chimes, Beeline, Fieldglass, IQNavigator, Provade, PeopleFluent, Salesforce, SharePoint, etc.)

• Ability to design, create and execute a project plan

• Ability to design/create processes and procedures and assists others in implementing them • Proficient with Microsoft Office Products such as Excel, Word, PowerPoint, Project, Outlook, Internet Explorer

• Strong conceptual, analytical and problem-solving ability

• Self-starter with the ability to quickly learn new technologies and effectively apply them to business processes

• Ability to develop training solutions for non-technical teams

• Ability to work with a diverse team of resources from AGS, our Technology Partners, our Clients, and reach consensus resolution on issues

• Ability to simultaneously manage multiple tasks at once

• Ability to adapt quickly and possess flexibility with working in a constantly evolving field

Education and Behaviors

• Completed Bachelor’s Degree required

• 2 plus years of experience with AGS or other staffing companies

• MSP experience a plus

• Projects strong confident image to AGS PO, Clients and Technology Partners

• Must have experience with utilizing and managing one or more SAAS technologies

• Experience in an environment with high call volume preferred

• Previous software administration and support experience

• Proficient to advance in Microsoft Office products

• Ability to travel as need

Additional Information

At AGS, we recognize our people are our strength. We are an equal opportunity/affirmative action employer (M/F/Disability/Veterans) and consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law. We value our people, their varying perspectives and are committed to fostering an environment where they can bring their whole selves to work.