Retail IT Business Analyst

To provide performance statistics and data analysis to the Support Center and Retail IT. Additionally, manage changes to user profiles, permissions and categorization structures in Avaya and Remedy
Support Center/Retail IT statistics - data retrieval, storage, reporting and analysis
Remedy changes to CTIs (Helpdesk and Customer Care)
Avaya updates/modifications. Also Avaya Telephony structure/vector logic changes (preferred)
Bachelors degree - preferably in Computer Science, Finance or Business discipline
Experience with Avaya - particularly on the Vector side is a plus. Previous call center experience would be extremely useful. (preferred) Knowledge of staffing models, forecasting and basic call center reporting measures