Developer: Customer Service Analyst
Gannett
Louisville, KY
Full-time
Information Services / Technology (IT)
Posted on April 22, 2022
Req #22189
Monday, March 21, 2022
Gannett Co., Inc. (NYSE: GCI) is a subscription-led and digitally focused media and marketing solutions company committed to empowering communities to thrive. With an unmatched reach at the national and local level, Gannett touches the lives of millions with our Pulitzer-Prize winning content, consumer experiences and benefits, and advertiser products and services.
Our current portfolio of media assets includes USA TODAY, local media organizations in 46 states in the U.S., and Newsquest, a wholly owned subsidiary operating in the United Kingdom with more than 120 local news media brands. Gannett also owns the digital marketing services companies ReachLocal, Inc., UpCurve, Inc., and WordStream, Inc., which are marketed under the LOCALiQ brand, and runs the largest media-owned events business in the U.S., USA TODAY NETWORK Ventures.
To connect with us, visit www.gannett.com.
Our current portfolio of media assets includes USA TODAY, local media organizations in 46 states in the U.S., and Newsquest, a wholly owned subsidiary operating in the United Kingdom with more than 120 local news media brands. Gannett also owns the digital marketing services companies ReachLocal, Inc., UpCurve, Inc., and WordStream, Inc., which are marketed under the LOCALiQ brand, and runs the largest media-owned events business in the U.S., USA TODAY NETWORK Ventures.
To connect with us, visit www.gannett.com.
Developer: Customer Service Analyst
Duties and Responsibilities:
- Primary technology contact for Noble / Alvaria platform.
- Analyze and resolve production support issues reported by various business units that utilize the platform.
- Partner with business users to understand need and develop a strategy to deliver on these needs.
- Participate in enterprise projects by representing the Noble / Alvaria platform from a technology perspective.
- Develop or partner with Noble / Alvaria to develop new custom code as needed.
- Use approved programming languages and methodology to design and build the applications to support the Outbound Call Center.
- Develop logic for, build, maintain and update calling screens / scripts using Noble / Alvaria Composer Application.
- Ensure daily uploads to the databases has completed successfully.
- Maintain SQL databases by running monthly record purge and quarterly log file cleaning up.
- Ability to query the database for solutions to production issues.
- Follow accepted procedures to design and implement telemarketing projects from concept to completion.
- Make actionable recommendations to improve reporting and operational efficiency.
- Create and maintain databases for multiple telephone sales and retention campaigns in multiple markets.
- Provide analytical and statistical reporting support.
- Develop logic, manage campaign input, output, and script compatibility in order to attain and or exceed the sales and retention
- goals of each campaign.
- Provide analytical support not available from standard reports utilizing available databases and dialer application.
- Build, develop, test and document program scripts to streamline the extraction and analysis in the telemarketing database.
- Communicate to supervisor all pertinent information regarding projects status.
- Ability to effectively lead direct report(s) in a remote and in person environment with a focus on professional development.
Qualifications:
- Experience using the Noble / Alvaria Systems Platform (Maestro, Composer, Harmony, WebAgent).
- Microsoft SQL Server developer, MS Access and working experience in Excel.
- Must have excellent knowledge of SQL and fully understand how to implement it for the most efficient and effective outcomes.
- Ability to conduct research and carry out statistical analysis.
- Make actionable recommendations based on data analysis from response reports.
- Understanding of database performance tuning and optimization.
- Experience writing reports, business correspondence and procedure documentation.
- Ability to effectively collect business requirements, present information and respond to questions from groups of managers and clients.
- Ability to collaborate with others effectively.
- Degree in Information Technology Systems and experience in databases and systems preferred
- Requires 2 + years of relative experience
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Gannett Co., Inc. is a proud equal opportunity employer committed to building and maintaining a diverse workforce. As such, we will consider all qualified applicants for employment and do not discriminate in connection with employment decisions on the basis of an applicant or employee’s race, color, national origin, ethnicity, ancestry, citizenship status, sex, gender, gender identity, gender expression, religion, age, marital status, personal appearance (including height and weight), sexual orientation, family responsibilities, physical or mental disability, medical condition, pregnancy status (including childbirth, breastfeeding or related medical conditions), education, genetic characteristics or information, political affiliation, military or veteran status or other classifications protected by applicable federal, state and local laws in the jurisdictions where Gannett employs employees.
In addition, Gannett Co., Inc. will provide applicants who require a reasonable accommodation, as a result of an applicant’s disability or religion, to complete this employment application and/or any other process in connection with an individuals’ application for employment with Gannett Co., Inc. Applicants who require such accommodation should contact Gannett Co., Inc.’s Recruitment Department at Recruit@gannett.com.
Other details
- Job Family Customer/Consumer Service
- Job Function Consumer
- Pay Type Salary