Unified Communications Analyst

Department Summary

Infrastructure Services provides flexible, reliable, and secure traditional and cloud infrastructure services (network services, platform services, data center operations and management, and unified communications) enabling connectivity, productivity, and security for UCLA. Infrastructure services strives to optimize performance increasing storage, elevating the network, and reducing downtown.Unified Communications provides and combines multiple enterprise communications channels, such as voice, video, personal and team messaging, voicemail, and content sharing.

This includes control, management, and integration of these channels. This team manages unified comms products and services and integrate these with networks and systems, IT business applications, and applications and devices (where appropriate).

Position Summary

The Unified Communications Analyst will serve as a critical customer-facing liaison, bridging the gap between campus customers and Unified Communications Engineers. This team member will be responsible for managing all aspects of telephony orders-ranging from legacy systems and VoIP to Zoom phone, life safety lines, call processing applications, and cell phone services.

Core duties for the Unified Communications Analyst will encompass consulting with customers, writing orders, overseeing the provisioning process, coordinating scheduling, and ensuring the smooth close-out of orders. This position will work across IT personnel and customers to identify and address communication/telephony needs and to ensure that unified communications systems meets the needs of the university. The Unified Communications Analyst will positively impact UCLA's operations and culture by ensuring UCLA's IT unified communications are integrated and effective in service of the university's academic mission.

This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA's vision while modeling UCLA's culture and values.

Salary & Compensation

• UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations.
  
  Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

Qualifications

One year Experience working in one or more of the following fields: unified communications, information technology or network operations, or related field. (Required) Three or more years Experience working in one or more of the following fields: unified communications, information technology or network operations. (Preferred) Experience in complex higher education environments, serving academic and administrative functions of a large public university. (Preferred) Understand the intricacies of various telephony systems, including legacy, VoIP, and Zoom phone, as well as life safety lines and call processing applications. (Required)Ability to handle all aspects of telephony orders, from understanding customer needs to writing, processing, and provisioning orders efficiently. (Required)Familiarity with the best practices and compliance requirements related to security and privacy within unified communications. (Required)Proficiency in identifying and resolving technical issues within unified communications systems, ensuring minimal downtime and maintaining system performance. (Required)Understand the specifics of cell phone service provisioning, including carrier options, plan management, and integration with unified communications strategies. (Required)Strong written and verbal communication skills. Able to communicate ideas clearly. (Required)Able to develop positive working relationships and a strong rapport with team members and stakeholders. (Required)Strong organizational skills and is able to prioritize project needs. Experience working in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues. (Required)Strong demonstrated problem-solving skills. Able to ask questions, gather information, evaluate options, and make decisions with integrity. (Required)Able to support an inclusive environment that values equity, diversity, inclusion and belonging. (Required)Thinks creatively and is able to work with agility in a fast-paced environment. (Required)

Education, Licenses, Certifications & Personal Affiliations

Bachelor's Degree Computer science, engineering, computer information systems, or related field, or equivalent combination of experience/training. (Required) Bachelor's Degree Computer science, engineering, computer information systems. (Preferred)

Special Conditions for Employment

• This position is eligible for a hybrid work arrangement that includes regular visits to campus as needed (for those who work remotely, travel/lodging expenses are not eligible for reimbursement).

The anticipated pay range for this position is $90,750 - $103,895, annually; salary is dependent upon the skills and experience of the selected finalist.

NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying.

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

• Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Schedule

8:00 A.M. to 5:00 P.M. PT, Monday through Friday and/or variable based upon operational needs.

Union/Policy Covered

99-Policy Covered

Complete Position Description

https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&JDName=Communication%20&%20Network%20Technology%20Analyst%202%20(TBD_243)