Systems Analyst II (Telecommunications Network Analyst)

City of Vancouver

Systems Analyst II (Telecommunications Network Analyst)

Requisition ID: 13645 

The City of Vancouver is striving to become the greenest city in the world, and a city powered entirely by renewable energy before 2050. We are proud to be one of BC's Top Employers, Canada's Best Diversity Employers, and one of Canada's Greenest Employers. With employees that have helped Vancouver consistently rank as one of the world's most livable cities, the City values a diverse workforce which represents the vibrant community we so proudly serve.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.
Main Purpose and Function
The primary purpose of this position is to support the VoIP network , Telephone System applications, collaboration tools,  the Contact Centre Telephone System applications, and  deliver project results.  Responsibilities include performing changes to business application configuration and programs.  Working as an internal consultant, the Systems Analyst is expected to use his / her knowledge of the best-of-breed processes and procedures in business applications to recommend changes to business processes in the Telecommunications, Network and Contact Centre areas.  This position has access to confidential information and makes recommendations for changes in methods, processes and procedures that may impact on financial and operational areas as well as staffing work loads, working conditions, changes in positions or staffing levels.
Key Contacts and Reporting Relationships
Reports to the Sr. Manager, Network & Telephony Services.  Acts as an internal consultant to the VoIP network & services Process Owners and the Contact Centre Process Owners and provides advice and support to users of the VoIP network and contact centre business applications. Works closely with Corporate IT Management Team and IT Cybersecurity.  May manage external consultants.
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 work loads, working conditions, changes in positions or staffing levels
  • Develops, modifies and maintains existing VoIP services, collaboration tools, network and contact centre configuration and schema to meet the business and operational requirements of the City of Vancouver
  • 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 in order to ensure system integrity and proper integration across various VoIP and contact centre modules
  • Remain current with developments in Telecommunications, network and contact centre business applications and related technologies, including releases and enhancements/new functionality
  • Identify opportunities to improve operational effectiveness through the use of VoIP and the  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 internal  IT staff and external vendors as required to resolve these issues
  • Provides technical assistance for the upgrading of the VoIP and contact centre business applications,network and the implementation of other Telecommunications and contact centre modules, including integration to other applications
  • 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)
  • Monitors VoIP and contact centre applications performance, trouble shoots problems with technical specialists
  • 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 Position 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
  • 5 years experience in developing and implementing telecommunication applications
  • 3 years’ 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
  • Demonstrated operational and project management skills: results focused, team oriented
  • Thorough knowledge of related corporate applications and work procedures
  • Thorough knowledge of Telecommunications technology including Cisco CUCM, UCCE, Expressway, Jabber and WebEx.
  • Thorough Knowledge of application reporting tools
  • Thorough Knowledge of server technology and software including Cisco UCS
  • Thorough Knowledge of system integration between business applications and across technical platforms
  • Knowledge of network and communications hardware such as routers, L3 Switches, firewalls and communications software and protocols such as TCP/IP, SNMP, QOS and EIGRP.
  • 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 productivity tools (e.g. Windows, MS Office, MS Project etc.)
  • Capable of handling business critical and sensitive information in a position of trust
  • Demonstrated ability to work with technical and non-technical staff
  • Driver’s license for the Province of British Columbia
  • Must have or be able to pass the VPD Enhanced Security Check

Business Unit/Department: IT, Digital Strategy & 311 (1070) 
Affiliation: Exempt 
Employment Type: Regular Full Time 
Position Start Date: July 2019
Application Close: June 20, 2019

We thank all applicants for their interest. However, only those selected for an interview will be contacted. Learn more about our commitment to diversity and inclusion

Apply here

Organization: City of Vancouver
Location: Vancouver, BC
Region: Lower Mainland
Professional Category(s): Telecommunications
Posted: June 10, 2019, 2:29 pm
Expires: June 20, 2019, 11:59 pm

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