California State University Hiring for Telecommunications Analyst Job at San Francisco, CA Full Time

Working Title

Telecommunications Analyst

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit titleix.sfsu.edu for more information on SF State’s policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.

San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a “designated position” in the California State University’s Conflict of Interest Code. The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department

Information Technology Services

Appointment Type

This is a one year probationary position.

Time Base

Full-Time (1.0)

Work Schedule

Monday to Friday: 8:00 a.m. – 5:00 p.m.

Anticipated Hiring Range

{$7,042.00 – $7,250.00 Per Month} {$84,504.00 – $87,000.00 Annually}

Salary is commensurate with experience.

Position Summary

The incumbent serves as the telecommunications analyst, demonstrating expertise in: Telecommunications Systems, Automatic Call Distributor (ACD) systems such as Avaya Contact Center or Twilio, IP Telephony (VoIP), Voice and E911 gateways, and Unified Communications technologies including but not limited to Avaya and Microsoft Teams. The incumbent will serve in various engineering, deployment and operational roles and will manage telecommunications projects of varied complexity for enterprise scaled telecommunications and VoIP deployments and migrations. This position is responsible for day-to-day support for over 5,000 end users, ACD services, UC system maintenance and configurations, Voicemail systems, E911 system updates, administrative and billing system updates, managing service requests and incidents related to telecommunications services, maintaining telecom management tools, performing operations analysis, and providing installation, configuration, and support services in a multi-vendor telecom environment. The incumbent maintains continuous operations in a 24 hours a day, 7 days a week production environment. The incumbent is responsible for prioritizing projects and service requests and coordinating support work across campus individually and as part of a team.

Position Information

Telecommunication Administration Services Campus Wide

• Troubleshoot telecommunication issues campus wide including issues related to multiple facets of technology involving topology and protocols
• Collaborate closely with network, systems, identity management, web, applications, security and other ITS teams to provide technical solutions that meet the academic and administrative needs of the University
• Coordinate with vendors to isolate and resolve issues
• Recommend and modify telecommunications equipment, tools, and professional services to improve efficiency and cost effectiveness
• Maintain telecommunication equipment inventory
• Communicate availability and outages of telecom services across campus
• Manage workflow via ServiceNow ticketing queue and PCR360 backend system
• Participate in the design of telecommunication solutions for voice applications with appropriate redundancy and high availability
• Provide technical advice and consultation for telecommunications projects and service improvements

Telecommunication Projects

• Gather requirements for telecommunications projects such as new ACD services
• Participate in the development and implementation of new telecommunication services such as PCR360 RFPs
• Perform telecommunications related installations, changes, service repairs, infrastructure upgrades, renovations and department moves such as emergency phones or alarms deployments
• Monitor telecom systems performance, service outages, configuration changes, and error reports to provide proactive remediation of potential problems such as PCR code updates
• Routinely evaluate system capacity to ensure the infrastructure meets the needs of the campus community such as Ports and License use used in UC System and phones inventory available for deployment
• Work on other projects as assigned and commensurate with incumbents’ experience and expertise

Develop and Maintain Telecommunications Documentation

• Develop and maintain detailed documentation related to telecommunications policy and procedure including but not limited to installations, solutions, configurations, maps, diagrams, operations and best practices such as standard PCR data handling for telecommunication and business services teams

Other duties as assigned

Minimum Qualifications

To enter this classification, a basic foundation of knowledge and skills in technical, information network systems is a prerequisite. This foundation would normally be obtained through a bachelor’s degree in computer science, engineering, industrial technology, telecommunications or a related technical field; or equivalent training and experience.

Foundation knowledge and skills for the Telecommunications (Network) Analyst include a basic knowledge of telecommunications and transmission technologies, including network architecture, topologies, protocols, programming applications and interfaces appropriate to the defined work area and assignments. Based on specialized assignments, a position may also require background, and/or licensure if required, in computer operating systems, broadcast network functions, or telecommunication switching systems.

Further progress within this classification is based on department need and work assignments requiring higher levels of skills and knowledge.

The career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills.

Preferred Qualifications

A Bachelor’s degree in Computer Science or Engineering and five years of professional experience working with telecommunications systems. Excellent written and verbal communication skills. Excellent customer support skills. Working knowledge of structured cabling and MS Office applications. At least two years of project management experience and proven success supporting high demand, client-focused, enterprise-wide telecom solutions. Strong knowledge of telecommunications tools and technologies. Highly organized and detail-oriented. Demonstrated ability to work well independently and in a team environment. Experienced with technology solutions, migrations, and documentation of deployed voice solutions including developing new procedures. Has analytical and problem-solving skills and able to successfully balance workload with competing priorities.

Experience with the following: NEC switches (IMX, SV9k), Cisco CallManager, Avaya Communications Manager, Cisco Unity, NEC Octel, H.323/ISDN-PRI (SRST), SIP, IP-Flex, MGCP, QoS, TCP/IP, Conferencing, Music-On-Hold (MoH), ACD – Twilio or Avaya Contact Center, Hunt Groups, Voicemail trees, Transcoding, Media Termination Points (MTP), Extension Mobility, E911, analog gateways (NEC, Cisco), PRI trunking, PCR360, auto-attendant, MS Exchange, UC integration, Polycom IP phones, Cisco IP Phones, NEC (digital, analog, VoIP), emergency phones, courtesy phones, soft phones (Avaya Workplace, Teams), Intrado E911 services, MS Office, MS Visio, MS Project, ServiceNow ticketing system, AutoCAD, and PCR360.

Environmental/Physical/Special

Preferred license/certification – One or more certifications in the following technologies: Avaya Aura, NEC, Cisco, CTP or CTP+.

Pre-Employment Requirements

This position requires the successful completion of a background check.

Eligibility to Work

Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

Benefits

Threaded through our Total Compensation package is a commitment to Bridging Life’s Transitions. SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University’s commitment to attract, motivate and retain our employee.

Additional Information

SF STATE IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS).

The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.

Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.