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Altice USA
Business Technical Analyst
Join Altice USA as a Business Technical Analyst in Kingston, Jamaica. Leverage ServiceNow for incident management, data analysis, and IT support in Contact Centers.
Direct Hire
Entry Level
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
Incident Management
Problem Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
September 16, 2025
Optimum is seeking a Business Technical Analyst to provide multi-level support for Contact Centers, address IT stability concerns, and collaborate with business groups. The role involves data analysis, troubleshooting, reporting, and system maintenance to ensure the highest level of IT support for Contact Center functions.
Requirements
- Triage concerns by business and determine technical vs. customer education.
- Manage applications and outages by managing communication with IT, Contact Centers, and vendors.
- Utilize ServiceNow ticketing system for incident management.
- Monitor IVR and Chat application performance.
- Develop reports on contact center data trends.
- Ensure system compliance.
- Develop documentation.
- Understand IVR and Chat flows.
- Conduct on-call rotations.
- Optimize chat flows.
- Maintain vendor documentation.
- Assist with onboarding of partners.
- Decommission vendors, processes, and licenses.
Requirements Summary
Bachelor’s degree in Computer Science or equivalent experience. Knowledge of telecommunications/LAN/WAN technologies. Ability to manage large datasets and perform root cause analysis
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