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IT Intern

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What you'll need:* Currently pursuing a Bachelor's Degree in Computer Science, Information Technology, Information Systems or related field* Jacksonville, Florida is the preferred location* Prior experience operating in a professional environment preferred* Ability to work across multiple projects and transition from task to task as needed* Ability to work independently with limited guidance* Basic foundational skills in relational databases, SQL, and/or Python with an interest in learning about data visualization tools (Tableau)What you'll do:Interns may be assigned to support needs for a variety of programs across any of our IT functions including but not limited to, IT Help Desk, Network Operations, Identity and Access Management, DevOps, etc.Potential Projects May Include:* Assist with okta integrations* Contribute to supplier/vendor inventory and cataloging* Scripting/Configuring automations across various platforms* Assist in evaluating tool sets* Assist in administering tool sets* Identification of friction in the member lifecycle by joining application data, contact reasons, member information, post contact nps, handle time, and first call resolution. This project would focus on learning Operational metrics (Handle Time, Contact Rate, Net Promoter Score, First Call Resolution, etc.) and using python, SQL, and Tableau to build a holistic analysis.* Effectiveness of communication channels and collection strategies within the Collections space. Leverage a variety of databases and tools to build reporting on collections strategies (Channels, etc.) by delinquency bucket.* Help Center article analysis. Leverage the google analytics data, Zendesk data, communication data, and member application/product/profile information to understand if there are key Member segments that view certain articles, which articles are the most commonly viewed, and do any of these articles lead to an agent or chatbot contact.* Build out robust Interactive Voice Response (IVR) system reporting leveraging data in the Data Lake. Show the member journey through the IVR, which contact types are contained in IVR, and if there are specific segments of Members that have a lower containment rate.* Contact transfer analysis. Leveraging data from a variety of sources (Qualtrics, Callminer, Zendesk, InContact, etc.), can we determine if there are specific contact reasons that have a higher transfer rate#LI-LB1
Associated topics: equipment, infrastructure, ip, maintain, maintenance, satellite, server, system specialist, system technician, technician
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