Verint System Administrator

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is seeking a Verint System Administrator is responsible for supporting, maintaining, and consulting on the configuration of application rules, profiles, and overall structure to support targeted use cases and other work requested by the Verint team and operational business partners. The Verint Administrator will also partner with the vendor, information technology, and workforce teams to oversee the product and governance of the solution in our operational environment within back office operations.

This position will include ownership of system administration tasks and maintaining systemic rules for the functionality of the WFO software suite, with the ability to troubleshoot and resolve reported issues and questions, or escalate as appropriate.

This role requires a strong understanding of the Verint application, business objectives, pain points, all with one goal in mind: Provide best-in-class governance and implementation strategies and support by collaborating with change management teams, reporting, and training teams in order to identify the most effective processes, tools, and communication for targeted enhancements.

Location: Hybrid in Woodlawn, MD

Salary Range: $100,000-120,000 annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities

• Lead efforts launching Verint's Desktop and Process Analytics, Request Management, and Automated Quality Management modules within the WFO solution.
• Administering system components like recording, integrations, monitoring and workflow.
• Perform maintenance activities related to the WFO software.
• Troubleshoot issues with the Verint WFO application.
• Work with the Verint application administrator and the middle ware, server, networking and database teams.
• Manage plans to deliver use cases as well as key metrics for active management and governance.
• Identify and enforce key administrative activities, including establishing peer review process, designing, testing and validation of new rules/use cases, and maintaining appropriate reference and change log and outage documentation.
• Support creation and design of rules to accomplish new use cases, and execute on required testing.
• Effectively monitor and report on the overall health status of the WFO.
• Effectively partner with operational teams for change management, culture change as well as compliance to the delivered/implemented solution. Monitoring of identified key performance indicators to ensure project is delivering intended benefits and that defined process is being followed.
• Excellent vendor management skills and relationship with Verint managed services.
• Other duties as assigned.

Qualifications

• Verint experience (minimum 5+ years). Must have outstanding technical knowledge of Verint WFM v15.x.
• 5+ years of systems administration or systems engineering experience.
  5+ years of working with Microsoft Server administration.
• Relentless drive for results.
• Bachelor's degree or 5+ years equivalent work experience.
• Logical thinker with strong analytical, problem-solving and decision-making skills.
• Demonstrated ability to collaborate and ability to develop and maintain effective relationships with individuals at various levels.
• Business Analysis skills and knowledge of WFM business features so you can work with WFM users to understand their requirements and issues.
• Ability to identify issues and opportunities and develop solutions with little oversight.
• Ability to work with a high sense of urgency.
• Advanced Excel and SQL knowledge required with SSRS experience. Microsoft report builder is also a must.
• Knowledge of the following: SQL server database and SQL Server Reporting Services; Internet Information Services (IIS) and Web logic; Group Policy Object (GPO) management and Domain Account management; Systems Management (SMS) push packages.
• Plus: Verint Enterprise Administrator Training, Verint Enterprise Recorder Training (Certificates for proof).

Clearance Requirement:

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
  • If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.