Basic Information

Ref Number


Primary Location

Ortigas Center



Description and Requirements

Specific responsibilities

  • Respond to user inquiries & trouble tickets related to application functionality, access, and performance

  • Perform troubleshooting with users

  • Receive, assess and perform changes, updates, deletes for system configuration items (eg. Agent Definition, Agent Data Groups, Management Units, Contact Types), leveraging experience to ensure that changes do not impact other users or system performance.

  • Interact with supplier technical resources (NICE Systems) to resolve issues that cannot be cleared within the team, including creating & managing trouble tickets in the NICE WISER ticketing system

Required Experience

  • At least 2 years of hands-on experience as an application administrator for NICE WFM (also known as IEX), using version 6.5 or newer.

  • Demonstrated experience working directly with application users to troubleshoot issues with application functionality or performance

  • Proven experience in managing or assisting in major system changes/upgrades involving testing and communication

  • Experience with NICE Employee Engagement Manager (EEM) is a bonus

Measures of Success

  • Meet or exceed turnaround time for trouble tickets (2 hrs) and change requests (typically 48 hrs)

  • First contact resolution – solving problems correctly the first time through effective troubleshooting

  • Provide guidance and recommendations to the Product Manager for improvements in process effectiveness