Telecommunications Analyst II

Summit BHC

2d•Onsite

About The Position

This is a fully onsite position in Franklin, TN. The IT Telecommunications Analyst ensures reliable and efficient voice telecommunication services by managing service requests, assets, and user/device provisioning, while maintaining documentation and supporting process improvements.

Requirements

Strong telecom knowledge with solid understanding of voice, data, network's business terminologies.
Strong relationship management skills to interact with the telecommunications vendors to manage service requests, and internal stakeholders.
Attention to detail and ability to work in a fast paced, change oriented environment.
Possess excellent interpersonal and communication skills.

Nice To Haves

Bachelor’s degree preferred.
Will consider certifications and/or prior experience in lieu of a bachelor’s degree.

Responsibilities

Executes new, changes and disconnections of services.
Partners with vendors to ensure a stable and reliable voice telephony environment to meet the organization’s needs. Partners include but are not limited to Telecom Expense Management, Voice carriers, and hardware/software vendors.
Resolves Service Desk incidents and requests related to the Nextiva IP Phone System, CTM call routing software, and telephony endpoints (Phones), and traditional voice-related technologies. The individual is expected to consistently demonstrate timely response to all issues and to demonstrate a strong focus on customer service/satisfaction.
Responsible for telephony endpoint deployment and configuration, including IP phones, softphones, mobile/desktop applications, and associated hardware.
Participates in troubleshooting, root-cause analysis, and remediation efforts for telephony issues across departments.
Designs and executes testing scripts for new features, integrations, upgrades, and telephony updates.
Maintains accurate inventory of telecom equipment and related assets, including tracking lifecycle status and coordinating replacements.
Procures new telecom devices as needed, configure and provision them for end-users, and ensure compliance with organizational standards.
Maintains call flow library, ensuring diagrams and documentation for telecom applications remain current and accurate.
Documents organizational and technology system standards including support processes, request processes, and other pertinent information.
Identify and suggest improvements; Work with IT Support Services team to implement process & tool enhancements
Utilizes processes, standards and project methodologies to ensure the business and the facilities get exceptional day-to-day operational support with minimal disruption.
Research and analysis of technology-based processes and systems for identified business objectives.
Collaborate on design and implementation of approved projects.
Adhere to departmental, personnel and standard policies and procedures.
Willing/Able to travel to other facilities within the company at the request of the SVP of IT or Director of Applications.