TELECOMMUNICATIONS ANALYST 3

Req #: 231887

Department: UW INFORMATION TECHNOLOGY

Appointing Department Web Address: ~~~

Posting Date: 04/25/2024

Closing Info

Closes On 05/09/2024

Salary: $6,382 - $8,581 per month

Shift: First Shift

Notes

As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (~~~) Please note that this position has been re-posted. If you have already submitted your application, you need not submit it again, as it has already been received.

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state, and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to build stronger minds and a healthier world. By being deeply invested in our work, showing compassion in our interactions, and embodying the spirit of a team player, each member contributes to a thriving community. UW is committed to attracting and retaining a diverse staff; your experiences, perspectives, and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW's IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world, partnering with the UW community to enable innovation, learning, discovery, and service."

UW-IT Customer Experience (CX) is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CX operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions.

The Telecommunications Analyst 3 position designs, and coordinates installation of major University of Washington (UW) networking and communications projects. The position provides support for wired, wireless, and telecommunication services, including call center design, implementation, and maintenance. This position's work supports faculty, staff and affiliates at the UW Seattle, Tacoma and Bothell campuses and other remote UW sites. This includes actively participating in short and long term capitally funded construction projects and equipment refresh projects, attending in-person site walk-throughs and in-person meetings with customers on-site as deemed necessary by the project, actively participating in weekly project meetings (may be video or in-person meetings), and working with UW-IT service teams in the planning, delivery, billing, and auditing of services provided to the customer.

Relevant Technologies

The position works in an environment that includes

• Contemporary network technologies, protocols, and hardware for wired and wireless connectivity including fiber optics, DS1, Ethernet, TCP/IP, IPv6, DHCP, VLAN, routers, switches, and subnets.
• Telephony protocols and hardware for H.323/SIP based VoIP and legacy TDM (analog/digital) using tools such as Avaya Aura platform (Communications Manager, Session Manager, System Manager, Call Center Elite); Avaya VoicePortal VXML IVR; Avaya CMS Supervisor; AVST CallXpress voice messaging; and CXM Call Recording.
• Custom applications for network configuration, device management, service orders, billing, and repairs.
• Cloud-based IT helpdesk request and incident tracking system.
• Business productivity and collaboration tools such as Microsoft Suite of Tools (Excel, Word, Outlook, PowerPoint, SharePoint, Visio, and Dynamics AX) and cloud-based applications (Google Apps for Education, Microsoft Office 365).

MINIMUM REQUIREMENTS:

• A Bachelor's Degree in Business Administration, Telecommunication Engineering or closely related field and four years of experience as a Telecommunications Analyst including two years as a Telecommunications Analyst II. Additional qualifying experience may be substituted, year-for-year for education, up to two years.

• Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. DESIRED:

• Experience in higher education

• Experience with an Avaya PBX, electronic key systems, automated call distributors, associated software systems, and ancillary equipment; the ability to plan, organize, and coordinate small to medium-sized system installations to meet project deadlines; excellent presentation, written and oral communication skills.

• Ability to develop professional and effective business relationships with all levels within UW-IT as well as with customers and vendors.

• Experience working with a diverse international customer base and technical staff.

• Ability to work effectively independently and as part of a team with minimal supervision.

• Demonstrable analytical and problem-solving skills.

• Ability to effectively prioritize and manage time and work assignments to meet established goals and deadlines.

• Knowledge of networking and communication infrastructures, protocols, and hardware as well as call center application development and troubleshooting.

• Strong working knowledge of Microsoft Office Suite of Tools.

• Desire to research, analyze, seek out information, document, and constantly learn new technologies, services, systems, applications, and processes will serve the selected candidate well.

• Knowledge of ITIL foundational concepts. CONDITIONS OF EMPLOYMENT: This position requires standing or sitting for long periods of time at workstations using computing and voice equipment. On-site customer engagements may involve walking around campus, shuttles into downtown, or driving departmental motor vehicles between campuses. Staff may need to lift and transport equipment weighing up to 50 pounds.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.