Unified Communications Analyst (Telecom Services Analyst)

The mission of the Information Technologies Group (ITG) is to develop, implement and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its mission.

The Unified Communications Analysts are part of OHSU’s Information Technologies Group (ITG) and are responsible for the development, implementation, operation and maintenance of Unified Communications systems and related services at OHSU and HMC. Unified Communications services are used throughout the University and the Hospital for administrative, academic, research, financial and clinical applications. These systems are critical to providing patient care within the University Hospital and critical to the University’s missions. Unified Communications’ goal is to provide cost effective, reliable services to all areas of the institution.

The purpose of this position is to coordinate the planning and administration of OHSU and HMC Unified Communications related projects at different stages of completion and on an ongoing basis.  This requires a working knowledge of business practice throughout the organization as specific communications tools are applied to improve the effectiveness of OHSU and HMC.  Projects range from a single user to large installations/moves, and involve planning for and execution of new installations in new and existing buildings for the entire OHSU and HMC community, on and off the main campus. Responsibilities include provide consultation and technical support to OHSU and HMC departments in implementation and operation systems; providing user support problem resolution / resolution and training for Unified Communications users.

Ongoing support is part of the role, as is optimization of operational process and updating service offerings.

Project/Work Order Coordination

• Review scope of projects and/or work orders to determine objectives, diversity of involvement, training and resources required. Develop a schedule and monitor project status to assure progress toward completion. Identify potential difficulties and determine necessary action to minimize or prevent problems.
• Participate in design, planning and operational review meetings. Contact hospital, university, academic, research and clinical department directors, managers and staff to provide consultation, technical assistance and estimate for customized Unified Communications design. Schedule and conduct required project meetings necessary for project completion.
• Coordinate installation of Unified Communications systems, provide technical support and user training, modify project plans and coordinate changes with client and internal staff as necessary. Provide project status reports to participants and telecommunications management.
• Upon conclusion of projects, close orders, finish one-time and recurring billing and ensure all pertinent databases and records are complete, mirrored and accurate.

User Support, Business & Technical Analysis

• Consult with customers to understand what they are trying to accomplish. Educate and help the customer understand the differences between numerous products and services that meet the customer needs. Assist the customer in finding the most cost effective and best available options that are fit for any particular need. Review and prioritize large batches of service requests.

• Modify technical drawings to identify location or design of telephone and data facilities for departmental records, technical staff and other participants associated with projects. This also includes creating Visio’s of contact center programming, announcements, etc.

   

• Respond to user requests for assistance. Perform analysis to resolve complex design issues involving hardware and software. Work to meet objectives and deadlines.

• Perform ongoing operational support for Unified Communications related services and applications.  Necessarily, these services change over time, so creation, deployment, and optimization of these support processes are part of the job.

• Relentlessly pursue customer service that exceeds expectations.

System Management and Trouble Resolution

• Coordinate and administer activities for the  Unified Communications infrastructure & applications (Mitel, Cisco, Other): Phone switch, Voicemail, Integrated Messaging, Contact Center, Contact Center Reporting, Call Recording, Call Management Records, Back-end-billing processes, Customer Station and Softphone Programming, Cable-plant & work-order processing, Data-port-activation, and Wireless telephony provisioning & troubleshooting. Include new platforms and services as these become available and then provide ongoing standard support.

• Provide, statistical reports and historical information to OHSU departments for use and budget preparation.

• Perform analysis / troubleshooting to resolve problems with hardware or software, e.g., corrects programming.

• Successfully make use of voluminous detailed and complex documentation which requires a high degree of technical skill and comprehension.

• Respond to after-hours Unified Communication service calls on a weekly rotational basis.

• Continuously explore system improvements that increase reliability, efficiency and user satisfaction.

Other duties as assigned.

• Four years of information technology experience specific to telecommunications systems; OR
• An equivalent combination of training and experience.

Skills and Abilities

• Knowledge of telecommunications industry terminology, equipment types, standard and customized features and services available.
• Knowledge of large enterprise systems including various vendor and services providers, and current industry systems installation techniques.
• Skill in analyzing and identifying customer telecommunications problems, determining solutions.
• Skill in interpreting technical issues for both technicians and non-technical clients.

• Broad-based knowledge of telecommunications/Unified Communications design principles and implementation procedures.

• Communications concepts, including wiring plans, system design and product knowledge.

• Demonstrated mastery of industry-specific skills and comprehension, including Unified Communications terminology, equipment types, standard and customized features and services available.

• Advanced system programming skills, trouble determination and resolution, hardware and software applications and interface.

• Demonstrated ability to analyze and design Automatic Call Distribution (ACD) contact centers.

• Excellent verbal and written skills.

• Ability to work independently as a customer consultant translating requirements to technical solutions.

• Excellent customer service skills in interpreting technical issues for both technicians and non-technical clients.

• Cisco Voice Certification.
• Mitel Interop Certification.

• Certification and training in IT Telecommunications/Unified Communications industry.

• ITIL Certification 3.0 or above.

• 3+ years of experience in Cisco Enterprise voice service platforms.

• Cisco VCS and/or Expressway.

• 3+ years of experience in Mitel on premise VoIP platforms.

• Possess advanced knowledge of customer-care strategies, user training and technical support skills in a Cisco Enterprise or Mitel environment. 

• Strong understanding of network infrastructure components and concepts.

• Operational experience with integrating a Cisco or Mitel voice platform with third party systems (MS Teams, voice recording, analytics, etc.).

• System administration certification.

• Advanced IP networking or IP telephony certification.

This is a hybrid position with 2 days per week on-site and 3 days per week remote. 

Benefits 

• Healthcare for full-time employees covered 100% and 88% for dependents.
• $50K of term life insurance provided at no cost to the employee.
• Two separate above market pension plans to choose from.
• Vacation - up to 200 hours per year dependent on length of service.
• Sick Leave - up to 96 hours per year.
• 9 paid holidays per year.
• Substantial Tri-Met and C-Tran discounts.
• Employee Assistance Program.
• Childcare service discounts.
• Tuition reimbursement.
• Employee discounts to local and national businesses.