Telecommunications Systems Analyst

**Requisition ID**:43152

**Organization**

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

**Main Purpose and Function**

This position has access to confidential information and makes recommendations for changes in methods, processes and procedures that may have impact on financial and operational areas as well as staffing workloads, working conditions, changes in positions or staffing levels.

**Specific Duties & Responsibilities**
- Manages large, complex projects through all phases from planning through to maintenance and support
- Makes recommendations for changes in methods, processes and procedures that may impact on financial and operational areas as well as staffing workloads, working conditions, changes in positions or staffing levels
- Develops, modifies and maintains existing Unified Communications systems configurations and schemas to meet the City’s business and operational requirements
- Develop/maintain test scripts and scenarios to ensure adequate testing of system configuration and integration
- Perform testing of problem fixes, configuration changes, enhancements and new functionality to ensure system integrity and proper integration across various Unified Communications systems
- Identify opportunities to improve operational effectiveness using Teams Calling, Cisco Call Manager and Contact Centre and make recommendations where appropriate (make changes to use of system, business process and/or add additional functionality)
- Provides problem resolution for calls referred by Help Desk
- Consults with customers to understand their requirements. Develops systems alternatives including work procedure changes, and recommends the most suitable alternative to assist customers in meeting their operational requirements
- Investigate and follow up on VoIP network and contact centre system errors/problems.
- Liaise with internalIT staff and external vendors as required to resolve these issues
- Delivers presentations to customers (users, depts) and technical staff on contact centre processes, systems solutions and specific technologies
- Provides the documentation of system configuration changes.
- Provides corporate and departmental reporting support. Assists in the use of existing reports and develops/documents additional reports as required
- Defines custom program specifications for Access Vancouver programmers (including those reports that require COV development)
- Participates in training of customers and provides on-going training support and guidance
- Reviews and approves instructional material for technical and procedural accuracy
- Coordinates and/or participates in testing, implementation, documentation and project evaluation
- Participates in the development of new standards
- Has access to highly sensitive and business critical data from all City departments (e.g., taxes and utilities owing, parking tickets outstanding, and vendor pricing)
- Other duties/responsibilities as assigned
- Minimum Qualification Requirements Education and Experience:

- Related post-secondary degree, with preference for graduate degree in Computer Science or Business Administration or an equivalent combination of education and experience
- 3 year’s experience in implementing and troubleshooting enterprise networks
- Cisco certification required, CCNA, CCNP, or CCIE or equivalent

**Knowledge, Skills and Abilities**:

- Knowledge of current trends, standards, and products in Telecommunications, Network and Information Technology
- Extensive knowledge of municipal business processes
- Thorough knowledge of Telecommunications technology including Microsoft Teams Calling/Online Meetings, Cisco CUCM and UCCE.
- Thorough Knowledge of server technology and software including Cisco UCS
- Analytical and problem-solving skills
- Excellent oral, written and presentation/facilitation skills, with ability to communicate at all levels within the organization
- Demonstrated ability to work both independently and as a member of a team
- Demonstrated ability to work under pressure, manage multiple priorities and respond to requests in a timely manner
- Ability to establish and maintain effective working relationships with a variety of internal and external contacts and team members to provide advice, information and assistance
- Thorough working knowledge of office pr