IT Communications Systems Analyst

SRP • Tempe, AZ

4d • Hybrid

About The Position

Join us in building a better future for Arizona! SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona. Why Work at SRP At SRP, we foster an inclusive work environment and believe everyone should have a fair chance to work, regardless of who they are. That’s why we value teams with diverse perspectives, experiences, and backgrounds to help SRP deliver on its mission of providing reliable, affordable and sustainable water and power. SRP's success is rooted in our employees' happiness, health, and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits: Pension Plan (at no cost to the employee) 401(k) plan with employer matching Available your first day: Medical, vision, dental, and life insurance Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave) Parental leave (up to 4 weeks) and adoption assistance Wellness programs (including access to a recreation and fitness facility) Short and long-term disability plans Tuition assistance for both undergraduate and graduate programs 10 Employee Resource Groups for career development, community service, and networking Summary The candidate will be part of the Voice Communications team within Digital Support & Voice (DSV), whose mission is to provide enterprise-wide voice and conferencing technologies to ensure consistent, reliable and secure services to SRP stakeholders and customers. This position is responsible for designing, implementing, and supporting enterprise-wide real-time communications focusing on providing consistent, reliable, and positive end user experiences to SRP stakeholders and customers.

Requirements

• A bachelor's degree relevant to the assignment from an accredited institution is preferred.
• For a Level 2 (Journey), a minimum of two years of experience to four years related experience is required (if no degree, six-eight years of relevant experience or equivalent combination of education and related experience totaling six-eight years).
• Requires in-depth working knowledge of and experience with multiple technical areas across a large-scale enterprise environment in the following areas:
• End user support processes and functions.
• User experience and interface design.
• IT service management and ServiceNow.
• Process workflow design and automation.
• Data management, reporting and analytics.
• Project management.
• Microsoft Windows operating systems.
• Microsoft 365 platform (Office Pro Plus, Teams, Planner, etc.).
• Active Directory, Group Policy, NTFS permissions, DNS.
• Virtual Meetings (Microsoft Teams, Zoom, etc.).
• Enterprise VoIP/SIP telephone system support.
• Voice Infrastructure: E911, Voice Leased Services, Voice Routing & Security, Performance Monitoring & Analytics.
• Voice Devices: Phones, Satellite Communications, Call Boxes & Intercoms, Horns & Strobe Lights.
• Dispatch Turret Phone Consoles.
• Voice Recorders.

Nice To Haves

• A strong background in client support and demonstrated ability to work with clients of varied technical skill levels.
• Knowledge in many areas of the role’s technology focus including service design, monitoring, alerting, management, integration & migration in a large organization with multiple data centers.
• Knowledge and application of Microsoft, ServiceNow and industry best practices and security principles.
• Detail oriented with strong analytical, problem solving and technical troubleshooting skills.
• Well-organized with the ability to manage and prioritize multiple tasks simultaneously.
• Strong interpersonal skills and the ability to work effectively in a team as well as independently when necessary.
• Excellent oral and written communication skills, including understanding of good documentation practices.

Responsibilities

• Plan, execute and deliver real-time communications projects based on roadmaps and stakeholder requirements.
• Facilitate governance processes, procurement and vendor coordination, stakeholder communication and general project management.
• Provide subject matter expertise for voice communications technologies.
• Assist with continually improving voice communications services including: the operational support model, hardware and software lifecycles, and design standards that align with technology trends.
• Work within a defined set of IT service management processes and procedures, including: Incident, Problem, Knowledge, Request, Configuration, Change management.
• Troubleshoot and determine root causes of complex issues, failures or outages that could include issues with voice endpoints, applications, operating systems, services, hardware, network connectivity and other infrastructure.
• Provide after-hours rotational on-call support.

Benefits

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• Available your first day: Medical, vision, dental, and life insurance
• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
• Parental leave (up to 4 weeks) and adoption assistance
• Wellness programs (including access to a recreation and fitness facility)
• Short and long-term disability plans
• Tuition assistance for both undergraduate and graduate programs
• 10 Employee Resource Groups for career development, community service, and networking

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level