Cognos Help-Desk Level 2 Support Analyst in New York, NY

Sykes Enterprises, Incorporated is looking for a Cognos Help-Desk Level 2 Support Analyst to fill a requirement at a customer site in New York City, NY. This is an assignment through December, 2006. Candidate must be technically proficient and be able to help non-technical users over the phone in a help desk type setting. Excellent communication skills are key. Cognos Help-Desk Level 2 Support Analyst In this role you will be responsible for working in the Business Intelligence group that supports the US Operations reporting environment. This is a technical, hands-on position that requires experience delivering and supporting reporting solutions and Cognos tools. Qualified applicants must have Bachelors degree in computer science and 5-7 years of IT experience. This person will be responsible for reviewing the help desk queue for tickets opened by users, contacting the users and helping them answer any questions related to reports or solve any issues with the Cognos toolsets. To accomplish this successfully, he or she must show strong knowledge of Cognos tools ? Powerplay and Impromptu, a hands-on SQL knowledge, strong capabilities in analyzing data, and the ability to communicate and guide the user community in a simple and effective manner. Experience in Sales and marketing systems is a plus. Must be customer focused. Principal Responsibilities: - Manage the Cognos environment and administer user-ids and access control. - Develop custom or standard reports using Cognos Impromptu and Cognos PowerPlay. - Work closely with internal resources and the sales force to understand reporting requirements - Maintains existing Field Force training documentation and creates new documentation for all reporting applications. Conduct remote training sessions with users when necessary. - Follow helpdesk SLA?s to resolve open tickets in a efficient manner. - Update helpdesk knowledge base on an ongoing basis. - Assist with QA testing on changes to cubes or catalogs. - Receives only general supervision; carries out routine duties independently; discusses or seeks approval on complex matters. - Quickly learning the business and reporting needs, as well as understanding existing systems, tools, and databases. - Multi-tasking and handling changing priorities in order to effectively work within the IT team. No 3rd Party Vendors. Please send resumes to SYKES Enterprises, Inc. (Nasdaq: SYKE), is a global leader in providing customer management solutions and services to Fortune 500 companies. SYKES specializes in providing flexible, high-quality customer support outsourcing solutions with an emphasis on technical support and customer service. SYKES also provides a variety of services including IT consulting, CRM consulting, third party hardware and software technical support, systems consulting, systems integration, documentation development and instructional design-delivering solutions that are customized to meet each company's unique customer management needs. Headquartered in Tampa, Florida, SYKES operates throughout the United States, Canada, Europe, Latin America, Asia and Africa. For more information about SYKES Enterprises, Inc. click to: www.sykes.com Candidates should have at least 5-7 years of development expertise utilizing the following technologies: The following tools are must: - Powerplay Client - Report Writer and Exploration - Impromptu Web Reports - Impromptu User - Adobe Acrobat writer - MS Excel and Access - Other Query tools - SQL - Stored Procedures The database experience you must have is with SQL 2000. This person needs to be a self-starter and be able to work independently. Clear and concise written and verbal communication is a must. Work well as a team player in a matrix management organization. Apply directly at: ?jobref=842350&referer=gad To Apply to this job go to http://www.GadBall.com or click here