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VCUHS Telecommunications Analyst - Lead

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Position Information

Employees hired into positions posted on or after July 1, 2016, will be governed by and, if employed at the time of implementation, will move into the new University Human Resources System. For additional information, go to http://greatplace.vcu.edu.

Position Information

Recruitment Pool All Applicants
Working Title VCUHS Telecommunications Analyst - Lead
Role Title Network Analyst CL 2
Position Number 580490
Department Telecommunications Services
Description of General Responsibilities

Primarily supports currently installed telecommunications services and equipment at VCU Health Systems (VCUHS); to conduct analysis, research, and recommend integration of state-of-the-art technology to meet the continually changing requirements of VCUHS. Also, assist with supporting VCU as needed. Monitor change management for any potential impact to VCUHS telecommunications services. Serve as the in-house “tier 2” support on problems revolving around PBX, ACD, Automated Attendant and voice messaging services. Primary point-of-contact for VCUHS for telecommunications related outages and emergencies. Responsible for escalating reported outages to the appropriate team/vendor as needed. Interacts heavily with VCUHS management, in keeping them abreast of the status of any reported outages until service is fully restored. 24/7 availability, to support emergency situations is a requirement for this position.

Required Qualifications

• Thorough understanding of Telecommunications concepts.
• Outstanding customer service skills with the ability to work in a diverse work environment.
• Ability to write technical documentation and knowledge of System Analysis.
• Extensive experience administering and supporting IP-PBX and voice messaging systems; Avaya Communications Manager and AVST voice messaging preferred.
• Working knowledge of Call Center environment, designing, and implementing ACD services is essential; in a hospital environment is preferred.
• Strong analytical, reasoning and organizational skills.
• Ability to establish and maintain effective work relationships with all levels of personnel both internally and externally, e.g. leadership, executives, clients, vendors and other state agencies.
• Ability to maintain the confidentiality of information.
• Comprehensive experience in a telecommunications environment.
• Experience troubleshooting and problem-solving telephony issues.
• 24/7 availability, to support emergency situations is a requirement for this position.
• Ability to work in a diverse environment.

Preferred Qualifications

• In depth knowledge of VoIP technologies; understanding and experience with analog, PRI and SIP.
• Experience with Avaya System Manager.
• Experience managing large implementation of voice services; project leader or team leader role.
• Knowledge of Spok (formerly Amcom Software) scheduling and paging software
• Degree in telecommunications, information systems or related field.
• Working knowledge of network protocols.

Pay Band N2
Anticipated Hiring Range $65,000 - $75,000
Campus MCV Campus
Position Type Classified (full-time)
Hours/Week 40
Normal work days Monday - Friday
Normal work hours 8am - 4:30pm
Job Open Date 09/08/2017
Remove from posting on or before
Open Until Filled Yes
Job Category Information Technology
Does this position require a pre-placement medical assessment? No
Economic Indicator: No
Is any portion of this position grant-funded? No
Comments
Sensitive Position No
Resource Critical Yes

Supplemental Questions

Required fields are indicated with an asterisk (*).

Optional & Required Documents

Required Documents
Optional Documents
  1. Cover Letter/Letter of Application
  2. Other Document
  3. Resume