Telecommunications Analyst

The VCU Telecommunications has an exciting opportunity for a Telecommunications Analyst to join our team!

VCU combines learning, research, creativity, service and discovery with a commitment to inclusive excellence. Ranked by U.S. News as one of the 30 “most innovative” public universities in the country, VCU is a premier, urban, public research university home to multiple nationally ranked programs. Here your success is supported, and your career can thrive. VCU offers a robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave granted up front, retirement planning and savings options, tax-deferred annuity and cash match programs, generous tuition benefit, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more. Learn more about VCU’s benefits here .

VCU is committed to hiring veterans! VCU will add your military years of service to our leave plan. This may provide veterans with an increased leave accrual!

Position Summary

The Telecommunications Analyst is responsible for providing routine analysis related to the planning, design, installation, and implementation of the University and VCU Health System telecommunications services.

The work location for this exciting opportunity is virtual. The selected candidate will work primarily remotely with a preference to live in and work east coast time zone schedule.

Collaborates with solution stakeholders and end-users to understand and translate business requirements into specific voice solutions. Works with team members to test and implement solutions.

Collaborate with and serve as the technical liaison between system users, vendors, university and health system IT Project managers, and network teams to implement new telecommunications services.

Create, maintain, and update accurate technical documentation, procedures, and project checklists.

Actively participates in departmental initiatives, adoption of new technologies, and implementations. Works with team members to test and implement solutions

Travels to off-site locations as required

PBX and voice mail administration, including moves, adds, and changes and/or resolving trouble tickets.

Provide Tier-2 support with regard to troubleshooting and problem resolution

Provide 24×7 on-call rotation for after hours support and scheduled upgrades/maintenance as needed

Minimum Qualifications

• Demonstrated ability to work in a team environment to achieve common goals, while also being able to work independently and manage multiple deadlines.
  
• Thorough understanding of Telecommunications concepts with hands-on experience programming PBX systems supporting VoIP, digital, and SIP endpoints; Avaya Communications Manager experience preferred
  
• Proven experience programming telecommunications add, move, and change requests
  
• Manage telecommunications projects including new implementations, facility moves, and infrastructure upgrades to meet project milestones and timelines
  
• Proven ability to demonstrate strong problem-solving skills
  
• Exhibit strong listening, verbal, written, presentation, and interpersonal skills
  
• Demonstrated customer care experience, and proven ability to work in a fast-paced, compliance-driven environment
  
• Demonstrated ability to build and develop collaborative relationships with internal and external customers, vendors, and contractors in order to successfully meet project goals
  
• Experience creating documentation, procedures, and project plans/checklists
  
• Ability to demonstrate proficiency in spreadsheet, database, email, and word processing applications; working knowledge of Microsoft applications and Google mail preferred, Smartsheets a plus
  
• Working knowledge of vectoring, Automatic Call Distribution (ACD), queuing, and types of hunt groups/skills as they relate to a medical/clinical environment
  
• Ability and willingness to work flexible hours based on business needs
  
• Degree in telecommunications, information systems, or related field OR any equivalent combination of education, training, and/or experience that fulfills the requirements of the position.
  
• Demonstrated experience working in and fostering a diverse faculty, staff and student environment or commitment to do so as a staff member at VCU.

Preferred Qualifications

• Telecommunications experience supporting a health care environment
  
• Experience using a telecommunications expense management system
  
• Experience working with Avaya Aura Communications Manager 6.3 or higher with Call Center Elite, Avaya Communications Manager Messaging or Avaya Aura Messaging, Avaya Call Management System (CMS), Call Back Assist (CBA), Workforce Management (WFM), Avaya Contact Recorder Advance (ACR-A) and Workforce Engagement (WFE)

Physical Demands & Activities

Light Lifting ( Moderate Lifting (20-50 lbs):Marginal
Heavy Lifting (>50 lbs): Marginal
Pushing/Pulling: Essential
Standing: Essential
Sitting: Essential
Repetitive Motion: Essential
Walking: Essential
Climbing: Essential
Reaching: Essential
Bending: Essential

Environmental Conditions
Extreme heat/cold: Marginal
Extreme Noise: Marginal
Vibrations: Marginal
Fumes: Marginal
Mists/gases: Marginal

Emotional Demands
Fast pace: Essential
Average Pace: Essential
Multiple Stimuli: Essential
Intense Customer Interaction: Essential
Frequent Change: Essential

Mental/Sensory Demands
Memory: Essential
Reasoning: Essential
Hearing: Essential
Reading: Essential
Analyzing: Essential
Logic: Essential
Verbal Communication: Essential
Written Communication: Essential

Salary Range: $66,000 – $85,000

Department: Telecommunications Services

Employment Type: University

Restricted Status: No
FTE: 1
Exemption Status: Exempt
ORP Eligible: No
University Job Title: Telecommunications Analyst IS 2