IronMountain Solutions

Role Description Iron Mountain Solutions currently supports a contract providing call center support for the U.S. Coast Guard (USCG) National Maritime Center’s (NMC) Contact Center (CC). The Contact Center Specialist provides direct telephone, email, and chat-based support to members of the Merchant Mariner community, members of the public, and other concerned parties, on the Merchant Mariner credentialing process as administered by the United States Coast Guard National Maritime Center. The position requires the candidate to quickly develop an understanding of the laws, regulations, policies, and processes involved in the Merchant Mariner credentialing process, and relies on the candidate’s strong customer service and communication skills, both orally and in writing. Qualifications - Bachelor’s degree (no experience required), or - High school diploma (or equivalent) and 6 years of relevant experience - Must have exceptional written and verbal communications skills Requirements - Must be able to obtain a Public Trust Clearance Company Description - Iron Mountain Solutions is an Equal Opportunity Employer

Role Description IronMountain Solutions is seeking a Business Systems Analyst. The Business Systems Analyst (BSA) supports the SEVP Response Center (SRC) Level II Application Services team by providing advanced technical, analytical, and operational expertise. This role serves as a liaison between business units, technical teams, vendors, and federal stakeholders to ensure timely resolution of SEVIS-related issues, improve workflows, and maintain critical contact center systems. Strong communication skills are required to translate technical information for non-technical audiences. - Administer Avaya/Calabrio access for Level II staff - Coordinate with stakeholders and vendors to document, set up, and test Desktop Screen‑Pop/Soft‑Phone applications and reporting systems. - Serve as liaison between business units to resolve routing issues and support upgrades. - Collaborate seamlessly with Level I BSAs, federal leads, telephony vendors and ICIO - Conduct daily testing and analysis of systems to assess performance. - Prepare, consolidate, analyze, and present recurring reports (daily, weekly, monthly, quarterly). - Recommend improvements to processes, procedures, and system workflows. - Maintain and upgrade support tools and telecom/contact center reports. - Provide decision makers with actionable system-related recommendations. - Design and develop reporting tools capturing key operational metrics. - Support resolution of day‑to‑day system and interface issues. - Monitor and analyze service‑level trends to identify opportunities for improvement. - Document and report all system changes, maintaining definitions and structures. - Lead analysis workstreams or small project efforts as assigned. - Perform additional duties as required. Qualifications - A minimum of seven (7) years of hands-on experience with the following technologies and competencies: - Contact Center operations software (Avaya, Genesys, NICE, Cisco). - Automatic Call Distributors (ACD). - Interactive Voice Response (IVR). - Knowledge base software. - Strong working knowledge of installing, configuring, monitoring, and troubleshooting routers, switches, firewalls, TCP/IP, IPX, EIGRP, BGP, VoIP, SIP Trunking, trunk ports, VLANs, access ports, VPNs, and cloud/standalone controllers. - Advanced troubleshooting and problem‑solving abilities. - Strong skills in analyzing complex problems, processes, and systems to propose solutions. - Ability to quickly learn new systems, technologies, and processes. - Strong oral and written communication skills. Requirements - Desired Experience - Experience with web, chat, email, social media, SMS/text, mobile, and fax contact center features. - Experience with business intelligence software, XML, XMLSpy, HTTP, SSL, and client certificates. - Experience in telecommunications architecture, system analysis, and networking. - Experience with scripting languages such as Python, Java, SQL. - Experience querying databases (SQL expertise preferred). - Experience with CRM, SharePoint, and Microsoft Office. - Experience with cloud platforms such as AWS, Azure, or Google Cloud. - Experience presenting complex information clearly to all organizational levels. Company Description - ITILv4 certification required within 30 calendar days of onboarding. - Bachelor's degree in a related technical discipline preferred but not required. - IronMountain Solutions is an Equal Opportunity Employer.