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This is a hybrid position and the on-site working location is at the Communications building.
NOTIFICATIONS
UC Vaccination Policy: With limited exceptions, COVID -19 vaccinations are required for Covered Individuals under the Policy. Covered Individuals include all employees, students, or trainees who physically access a University facility or program in connection with their employment, appointment, or education/training.
Covered Individuals do NOT include employees who work 100% remotely with NO expectation that they will physically access any University location or program at ANY time. If 100% remote work ends, the employee is subject to policy.
INITIAL REVIEW DATE (IRD)
UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.
The IRD for this job is: 01-16-2023
ABOUT UC SANTA CRUZ
UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It’s known as an unconventional place where innovation and experimentation is part of the campus’s DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.
DEPARTMENT OVERVIEW
Core Technologies provides voice and data communications services to campus as well as two-way radio service to Public Safety and facilities organizations. Core Technologies is also actively engaged in campus, regional, and statewide telecommunications infrastructure planning. Within Core Technologies, the Telecommunications Services Unit is responsible for the planning, order entry provisioning, records management, and billing of telecommunications services. It works closely with its sister Unit – the Network Operations Center, which is responsible for the operations and maintenance of the data network infrastructure.
Information Technology Services (ITS) is the campus’s centralized resource to support and amplify research, instruction, learning, and digital experiences at UC Santa Cruz. We are a group of over 200 diverse, enthusiastic people who produce extraordinary results.
Our guiding principles are integrity, client focus, teamwork, knowledge, and fulfillment. We are looking for people who are deeply curious, hard-working, resourceful, kind, and committed to inclusion.
ITS strives to continually improve service quality, experience, and value for our students, faculty and staff. We are deeply committed to nurturing and strengthening an organization that values equity, work-life balance, and supportive culture. Prioritizing career paths is important to us and we devote resources to skill and professional development for our staff.
We hope you are inspired by what we do and are excited to contribute to our mission. We are looking for candidates who do great work from different backgrounds and practices, and who will support our aspirations to shape an increasingly diverse, equitable, and inclusive organization. We encourage you to apply even if you do not believe you meet every qualification for the position but possess transferable skills and experiences.
University of California offers competitive benefits including Medical, Dental & Vision Care Insurance Plans, University of California (UC) retirement, Paid Family Leave, Group Term Life Insurance, Legal Insurance, Pet Insurance, Paid Holidays plus accrued vacation and sick leave. Visit the UC benefits page for more information at UC Compensation and Benefits.
More information can be found at https://its.ucsc.edu/
JOB SUMMARY
The Voice Systems Analyst/Engineer (VSA/E) is the primary backup to the Telecommunications Engineer. The VSA/E assists the Private Branch Exchange (PBX) Engineer in the operation and maintenance of the campus voice communications systems. In addition, the VSA/E is responsible for procurement, project management and the deployment of new technologies for the campus voice communications systems. The systems include the Mitel MX-One PBX, (and all related hardware and software), campus public safety (e911) call processing systems, and selected application servers. In addition, VSA/E will be lead analysts responsible for campus voice mail systems, Automated Attendants, ACD and other related systems and services. The VSA/E is responsible for the operations and maintenance of these systems on a daily basis. VSA/E is also the single point of contact with public network facility providers in the area of service provisioning. This position is a key Telecommunications interface to other campus facilities organizations requiring technical assistance pertaining to the planning and expansion of voice systems and services. VSA/E will also support Customer Service on non-routine problems and service requests.
APPOINTMENT INFORMATION
Salary Information: Salary Range: $87,250 – $96,500/year. Salary commensurate with skills, qualifications and experience.
No. of Positions: 1
Benefits Level Eligibility: Full benefits
Schedule Information:
- Full-time, Fixed
- Percentage of Time: 100%, 40 Hours per Week
- Days of the Week: Mon-Fri
- Shift Includes: Day
Employee Classification: This is a Career appointment
Job End Date: None
Work Location: UC Santa Cruz Main Campus. This is a hybrid position and the on-site working location is at the Communications building.
Union Representation: Non-Represented
Job Code Classification: 007566 (COMM AND NETWORK TCHL ANL 3)
Travel: Never or Rarely
JOB DUTIES
50% – Telecom Systems Operations
- Manages the day-to-day operations and performs daily status checks of campus voice, voicemail, call centers, E911 call processing, and PCR-360 Telemanagement System to ensure reliable and available services.
- Oversees vendor performance of daily systems operations and maintenance activities as required.
- Reviews trouble logs to ensure proper corrective action and user notification have occurred and identifies trends in reports for analysis of recurring problems.
- Reviews MX-One, voicemail, and E911 call processing system messages and alarm logs; take or direct appropriate action based on error messages. Assists in the detection of fraud and unbilled usage.
- Maintains problem management, notification procedures, and call-out lists for business day and out-of-hours problem response. Responds to reported problems as appropriate.
- Notifies ITS staff and the campus of prolonged or widespread service problems, and escalation as appropriate.
- Directs and facilities vendors to perform periodic systems management tasks and to produce reports.
- Develops and maintains voicemail system utilization data; recommends and assists in the implementation of systems expansion and configuration changes to ensure available systems capacity.
- Acts as primary liaison with AT&T and our Inter-exchange carrier on maintenance and support activities. Places all orders for service, monitors completion, and assists with verification of accurate billing by these vendors.
- Provides analysis and accountability for problems with call record data collection and processing.
- Manages telecom projects, creates project plans, coordinates vendors, ensures due dates, and provides notification to the campus of service disruptions.
- Manages the maintenance of the campus voice mail, call center systems, and other interfaced (Non-MX-ONE) systems.
20% – Operations Support
- Supports Core Tech Support team on large non-routine service requests, scope definition, scheduling, and coordination of vendor and contractor activities.
- Support Core Tech Support team maintenance of voice station and active station cable records.
- Maintains Call Rating, CDR polling, system trunking records, and databases for the PCR-360 system.
- Participates in planning and implementation of changes to operational processes and procedures including implementation of support systems and databases.
- Identifies, evaluates, and recommends telephone station equipment and resale stock parts and supplies.
- Works with Network Operations personnel to resolve PCR-360 issues pertaining to billing and service tracking as required.
- Provides analysis, call tracing, and interaction with UCSC Campus Police as requested.
- Works with Public Safety Organizations to support Campus Emergency Notification operations using the various communications systems in place.
- Works with other Voice Systems Analysts/Engineers to design new service offerings for VoIP telephone systems.
- Designs services, including the class of service, calling capabilities, special functions, and other services as directed.
20% – Systems Analysis and Development
- Assists with identifying and resolving major and/or recurring systems problems.
- Assists with system expansions and upgrades, including new or enhanced operational management billing systems and database and interfaces between the Telemanagement system and other systems.
- Assists with coordinating network operations on joint implementation activities and use of common or shared facilities and equipment.
- Develops, tests, and documents new features and capabilities and their interaction with existing services.
- Works with Public Safety to develop and test emergency notification systems and procedures.
10% – Other Duties and Responsibilities
- Develops ad hoc and periodic reports on systems performance, utilization, and customer service.
- Produces and manages processes associated with station equipment user guides, feature/function identifiers, and other documentation.
- Assists Customer Service in developing user training material and programs; conducts end-user training or specialized features and applications as requested.
- At the direction of the Network Infrastructure Manager and/or the Telecommunications Manager, provides support and assistance for special projects not normally associated with the operation of the voice network.
REQUIRED QUALIFICATIONS
- Bachelor’s degree in related area and / or equivalent experience and / or training.
- Considerable expertise in performing tasks associated with the day-to-day operation of an electronic PBX telephone system. Experience with installation, maintenance, and management of large voice mail, call processing, and ACD systems.
- Considerable knowledge of, and experience with, features and capabilities of one or more state-of-the-art electronic PBX systems. Experience in the application of system capabilities to meet system management and user requirements.
- Experience with voice processing systems and their operation.
- Experience with the coordination or project management of new PBX system cutover or with major system additions.
- Experience in long-distance usage and trunk group analysis and optimization.
- Knowledge of data networking, LAN, and WAN applications.
- Excellent written communication skills.
- Excellent verbal communication skills.
- Strong interpersonal skills with the ability to interact with diverse individuals. Ability to establish a good rapport and professional working relationship with all departmental personnel.
- Strong organizational skills with the ability to prioritize tasks and function under pressure.
- Ability to provide consultative support to individuals and organizations requesting telecommunications services, identifying user needs and requirements, defining system capabilities and equipment to meet those needs, and coordinating implementation.
- Ability to effectively communicate procedural and technical information to both technical and non-technical personnel.
- Ability to identify non-routine operational problems and to work independently in assessing problem scope and potential service impact and in determining and initiating appropriate corrective action, including problem escalation with vendor and site management.
- Ability to work with general supervision on complex system issues.
- Ability to gather, organize and analyze data in the completion of a variety of functional assignments.
PREFERRED QUALIFICATIONS
- BS or higher degree, in electronic communications, computer science, or related field, or equivalent education and experience.
- Experience in automated systems supporting inventory management, problem/change management, and/or billing/recharge.
- Mitel PBX and VoIP Programming.
SPECIAL CONDITIONS OF EMPLOYMENT
- Selected candidate will be required to pass a pre-employment criminal history background check.
- Must possess a valid license to drive in the state of California.
- The ability to ascend/descend ladders with or without accommodation.
- Ability to safely perform the physical requirements necessary in storing and moving materials. The ability to lift light to moderate objects up to 40 lbs., with or without accommodation.
- The selected candidate will be required to work primarily on campus, with periods of remote work possible based on operational needs, and be able to fulfill requirements of the UCSC telecommuting agreement.
- Ability to work on-call.
- Ability to respond to emergencies after hours as necessary.
- Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
- The University of California has implemented a COVID-19 Vaccination Policy covering all employees. To be compliant with the policy, covered employees must submit proof of vaccination or have an approved exception or deferral, eight (8) weeks from date of hire.
- Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here .
SAFETY STATEMENT
All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.
HOW TO APPLY
Attach your resume and cover letter when applying for this job opening. Do not attach any documents to ‘My Activities’. Visit our How to Apply tutorial for detailed instructions on our applicant process.
EEO/AA
The University of California is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.
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