System Analyst - Enterprise Collaboration

Roehl Transport•Marshfield, WI

6d•Onsite

About The Position

As a System Analyst - Enterprise Collaboration, you are responsible for the design, administration, support, and continuous improvement of Roehl Transport's enterprise collaboration and communications platforms. You serve as the primary technical resource for voice, video, messaging, and contact center technologies that enable employees, drivers, customers, and business partners to connect and collaborate effectively. You manage and support enterprise communication platforms including Webex Calling, Webex Contact Center, Microsoft Teams Meetings, Teams Chat, and related voice and collaboration technologies. You work closely with business stakeholders, vendors, and IT teams to implement new capabilities, troubleshoot service issues, improve user adoption, and ensure reliable communication services across the organization. You are responsible for maintaining platform performance, managing technology upgrades, supporting integrations, documenting processes, and driving continuous improvement initiatives that enhance the employee and customer communication experience. As a subject matter expert, you provide technical leadership for collaboration technologies and help shape Roehl's communication strategy as business needs evolve.

Requirements

Bachelor's degree in Information Technology or equivalent experience supporting enterprise collaboration and communications platforms.
Experience administering and supporting enterprise communication and collaboration technologies.
Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve complex voice, video, messaging, and contact center issues.
Experience working with vendors and service providers to resolve technical issues and implement new functionality.
Ability to analyze usage trends, platform performance, and service reliability metrics to drive continuous improvement.
Experience creating and maintaining technical documentation, user guides, and operational procedures.
Knowledge of change management, service management, and incident management processes.
Detailed Knowledge and Experience With Cisco Webex Calling
Cisco Webex Contact Center
Microsoft Teams Meetings
Microsoft Teams Chat and Collaboration
Microsoft Teams Administration
Voice and Unified Communications Technologies
Contact Center Call Routing and Reporting
VoIP Systems and Telephony Services
Call Flows, Auto Attendants, and Hunt Groups
Microsoft 365 Collaboration Services
Audio and Video Conferencing Technologies
Mobile Device Collaboration Solutions
User Adoption and End User Training
Vendor Management and Technical Escalation Processes
Collaboration Platform Security and Compliance Controls

Nice To Haves

Experience leading collaboration platform migrations and modernization initiatives.
Experience integrating collaboration platforms with business applications and workflows.
Knowledge of Microsoft Entra ID (Azure AD) and identity management concepts.
Experience supporting conference room and meeting room technologies.
Understanding of network fundamentals impacting voice and video quality, including QoS, latency, and bandwidth considerations.
Experience using reporting and analytics tools to evaluate platform adoption and service performance.

Responsibilities

Design, administration, support, and continuous improvement of enterprise collaboration and communications platforms.
Serve as the primary technical resource for voice, video, messaging, and contact center technologies.
Manage and support enterprise communication platforms including Webex Calling, Webex Contact Center, Microsoft Teams Meetings, Teams Chat, and related voice and collaboration technologies.
Work closely with business stakeholders, vendors, and IT teams to implement new capabilities, troubleshoot service issues, improve user adoption, and ensure reliable communication services.
Maintain platform performance, manage technology upgrades, support integrations, document processes, and drive continuous improvement initiatives.
Provide technical leadership for collaboration technologies and help shape Roehl's communication strategy.