Information Technology Careers at Lifespan

Lead UC Analyst / Unified Communications PBX Job

Job Number: LCS13438

Job Title: Lead UC Analyst / Unified Communications PBX

Department: Network Services RI - 0014902

Facility: Corporate Headquarters

Location: Providence, RI

Eight years increasingly responsible related work experience in telephony voice systems including at least six years of related experience with VOIP and unified communications systems.


SUMMARY:

Under the direction of the Manager of Network Engineering and general supervision of senior staff, the incumbent is responsible for the configuration, implementation, and operational management of the enterprise unified communications infrastructure and systems within Lifespan. This position provides project and operational support for the enterprise unified communications infrastructure. This position is a lead analyst role and will be actively involved in the control and support of Lifespan’s unified communications infrastructure and unified communications systems supporting voice (IP telephony and traditional analog TDM services), audio, video conferencing, call control, messaging (voicemail and fax) and customer contact center technologies and solutions. This is a team lead position and will have oversight of team staff.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Consistently applies the corporate values of respect, honesty and fairness and the constant pursuit of excellence in improving the health status of the people of the region through the provision of customer-friendly, geographically accessible and high-value services within the environment of a comprehensive integrated academic health system. Is responsible for knowing and acting in accordance with the principles of the Lifespan Corporate Compliance Program and Code of Conduct.

· Leads and participates in activities related to delivery and provisioning of unified communications services and operational support services. Coordinate and assign team resources to support provisioning activities, incidents, projects, and maintenance of systems and infrastructure. Supports team resources in meeting service level agreements and schedules. Leads effort in in building and improving process and procedures.

  • Provision unified communications services. Provision traditional analog services and VOIP services. Provide end-user telephony support. Perform moves, adds and changes. Configure, install and troubleshoot digital and analog phone sets. Create and configure voice mailbox. Support Call Center telephony infrastructure and services. Provide call detail reports as requested.
  • Build and configure enterprise unified communications systems and infrastructure. Adheres to established design & configuration standards. Identifies improvements to design and standards.
  • Provide support for assigned projects. Collaborate with staff on assigned projects. Meet established schedules and timelines. Ensure implemented solution meets project deliverables and adheres to defined standards and best practices. Produce and maintain project documentation.
  • Provides operational support for the enterprise unified communications infrastructure and related technologies. Performs proactive management and monitoring of the infrastructure and systems. Produce and maintain infrastructure support documentation.

· Schedules, plans, and performs scheduled maintenance to ensure systems are operating at optimal levels and running on the latest stable code. Performs on-going assessment and enhancements of infrastructure and systems. Conducts routine capacity planning. Coordinate schedules, resources and participates in maintenance and refresh of hardware and technologies.

· Create and maintain network documentation, standards, diagrams and support documentation. Maintain hardware inventories of equipment and assets. Build knowledge and technical skill with supported systems.

  • Provides off- hours on call coverage. Ability to travel to Lifespan locations required.

  • Mentors junior staff and provides training to staff members of the team.

Performs other duties as assigned.

BASIC KNOWLEDGE:

Equivalent to a Bachelor’s degree in Computer Science, Electrical Engineering, IS, or related field preferred. Current certification in Cisco Voice (CCENT, CCT, CCNA) and other relevant technologies a plus. Must have solid understanding of telephony, TDM, VOIP, voice gateways IP, network technologies and protocols. A combination of related certification and experience may substitute for a degree.

EXPERIENCE:

Eight years increasingly responsible related work experience in telephony voice systems including at least six years of related experience with VOIP and unified communications systems.

WORK ENVIRONMENT ANDPHYSICAL REQUIREMENTS:

Duties are performed in a typical office environment, requiring extended periods of sitting, walking, and/or standing. It may also require lifting and moving equipment up to 50 lbs.

INDEPENDENT ACTION:

Employee functions independently within department policies and practices; generally refers specific problems to management or senior staff members where clarification of departmental policies may be required.

SUPERVISORY RESPONSIBILITY:

May be assigned limited supervisory responsibility.