Position Summary:

Intern is introduced to the implementation of Interactive Voice Response (IVR) / Automated Call Distribution (ACD) systems. Focus of position will be supporting a 4-man team with Service Management and Product Testing. Intern will participate in daily internal team meetings. The individual will be provided access to the IVR Team’s document repository and will develop Memorandums of Understanding (MOU) for our customer base. The intern will help drive closure to current customer issues. The intern will also be introduced to software development and design of IVR workflows in MS Visio. This position will work closely with our senior technical resources. The Candidate must be detail-oriented and able to work well with team members.

The essential duties and responsibilities will include the following but are not limited to:

Tasks:

• Works with IVR team to document the roles of the IVR Team and associated AFS project teams for the customer base and document in a RASCI table.

• Define the IVR Team obligations for our customers to develop MOUs.

• Become familiar with the basic concepts of Information IT Infrastructure Library (ITIL) as it pertains to the Service Management of IVR / ACD systems.

• Document and follow up on IVR system incidents and service requests, using the ServiceNow tracking system.

• Test IVR system modifications to prepare for implementation..

Skills:

• Learning – Has to be able to pick up skills and processes based on feedback from agile development team

• Teamwork - Has to work well in a team environment

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Time Management - Managing one's own time to

Attributes:

• Written Expression - The ability to communicate information and ideas in writing so others will understand.

• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.

• Written Comprehension - The ability to read and understand information and ideas presented in writing.

• Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.

• Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Experience And Education: Studying in college with a focus on software development or the broader IT field.