Network / System Engineer (Chicago)

ManpowerGroup - Chicago, IL

Full-time - Mid Level

Chicago, IL

Administrative and Support Services

About the position

ManpowerGroup has partnered with a leading Financial Services organization in Chicago, IL, to find a contract Network/System Engineer on W2. This position is crucial for assisting the RTC Operational Excellence team in driving improvements, reducing operational risks, and enhancing the Voice Video infrastructure while adhering to the bank's standards and practices. The role requires a technical background in voice, video, and network infrastructure, along with excellent analytical, critical thinking, and communication skills. The candidate will be expected to develop working relationships with operations, project, and technology teams, as well as process owners, while building trust and confidence at all levels. The ideal candidate will be a strong contributor and a self-starter who can analyze data and drive logical outcomes while constantly challenging the status quo. The Network/System Engineer will work closely with the operational excellence team to establish high-level solution needs and collaborate with cross-tower teams for technical requirements and implementation. Responsibilities include analyzing technical data processing routines to promote process efficiency and controls across RTC, overseeing technical, process, and service deliverables against various risk programs, and certifying peripherals at the NYC Midtown lab while supporting complex meeting rooms at the Bryant Park location. The role also involves designing service management improvement plans, automating tasks to enhance services, and proactively identifying opportunities to improve manual processes. The candidate will be accountable for inventory service management processes and improvements, creating methodologies to drive adoption of new service offerings, and engaging with other teams to document dependencies. They will enable the use of data to drive operational efficiency and effectiveness, requiring technical knowledge of traditional and IP products, telephone systems (Avaya, Cisco), voicemail systems (Unity), AVAYA call routing systems, and data communications hardware. Experience with IVR, ACD, and CTI technologies is essential, along with knowledge of networking protocols, server operating systems, and internet technologies. The role demands strong analytical skills, the ability to handle complex information accurately, and self-motivation to prioritize and manage changing priorities effectively.

Responsibilities

• Work with operational excellence team to establish high-level solution needs and with cross tower teams for technical requirements and implementation
• Analyze technical data processing routines and drive solutions that will promote process efficiency and controls across RTC
• Accountable for oversight of technical, process, and service deliverables against different risk programs
• Responsible for certification of peripherals at our NYC Midtown lab as well as support of complex meeting rooms at our 2 Bryant Park location
• Design service management improvement plans and automate tasks to improve services and reduce issues
• Expected to proactively identify opportunities to improve manual processes
• Accountable for inventory service management processes and improvements
• Create methodology to drive adoption and ongoing use of a new service offering
• Engagement of other teams to identify and document dependencies; takes ownership of relationship and escalation as required to meet objective
• Enable the use of data to drive operational efficiency and effectiveness
• Collaborate with system engineers/architects to understand and clearly document problem management tickets
• Experience building prototype for data processes, automation workflows, and visualization dashboards and providing support during build/implementation
• Assist in creating appropriate measurement, reporting, and monitoring metrics that provide guidance for process improvement and/or training opportunities for internal team.

Requirements

• Technical background in voice, video, and network infrastructure
• Excellent analytical, critical thinking, and communication skills
• Experience with traditional and IP products, including telephone systems (Avaya, Cisco)
• Knowledge of local and wide area networking on multiple platforms, network protocols/routing, and server/host operating systems
• Strong analytical, data analysis, and problem-solving skills
• Experience in an Agile managed organization using products such as Jira, Kanban, and Confluence
• Ability to interact effectively with all levels of customers and leadership
• Strong written and verbal communication skills
• Experience with business and technical requirements analysis and business workflow development
• Strong knowledge of BMC Remedy ITSM and Service Now
• Understanding of SQL and writing SQL queries to validate data

Nice-to-haves

• Experience with interactive voice response (IVR), automatic call distribution (ACD), and computer telephony integration (CTI) technologies
• Technical writing experience with voice and video platform support/engineering expertise
• Experience in monitoring and managing issues, risks, and dependencies
• Strong reporting skills with a proven ability to manage multiple stakeholders

Benefits

• Equal employment opportunities
• Professional work environment