IT Unified Communications Analyst

Duke Careers•Durham, NC

About The Position

The Communications Analyst couples knowledge of information systems to implement, maintain, and support Duke Health digital communications services. This includes responding to user tickets, applying vendor software updates and upgrades, assisting with reporting, automation application scripting and programming, and systems and application monitoring.

Requirements

Bachelor's degree in a related field - preferred in Computer Science, Mathematics or related - or four years of equivalent technical experience required.
Four years of related IT experience is required.
Current N.C. driver’s license.

Nice To Haves

Experience working with enterprise messaging systems
Familiarity with common voice and voice related systems
SIP
VOIP
Call Center Administration
Experience working with mission critical and time sensitive applications with demonstrable experience in their implementation
Experience with automation programming and scripting
Troubleshoot communications software and mobile devices including Android and iOS.
Experience in application support and flexibility to support tasks such as: system monitoring, log review and software installation.
Familiarity with AI assisted workflows and tools (CoPilot, ChatGPT, Claude, etc.)
Some relational database and operating systems experience with SQL

Responsibilities

Respond to user tickets.
Apply vendor software updates and upgrades.
Assist with reporting.
Automation application scripting and programming.
Systems and application monitoring.
Experience working with enterprise messaging systems.
Familiarity with common voice and voice related systems (SIP, VOIP, Call Center Administration).
Experience working with mission critical and time sensitive applications with demonstrable experience in their implementation.
Experience with automation programming and scripting.
Troubleshoot communications software and mobile devices including Android and iOS.
Application support and flexibility to support tasks such as: system monitoring, log review and software installation.
Performs analysis, research, problem duplication, troubleshooting and identifies potential resolutions for operating system, application and resource contingency issues.
Evaluate and test software applications, compile data and produce relevant reports.
Familiarity with AI assisted workflows and tools (CoPilot, ChatGPT, Claude, etc.).
Maintain documentation related to application administration and operations.
Proactively learn new tools and technologies and support the installation/configuration/upgrades of active applications.
Adapt to the quick dynamics of technology shifts based on requirements and technical solutions.
Investigate system performance issues to improve the reliability, maintainability, and performance of the system.
Evaluate and test new workflows and coordinate release windows for updates.
Some relational database and operating systems experience with SQL.
On-call application support including afterhours and weekends.