Functional Analyst - A/V Media Services

Responsibilities

• Provide operational support for platforms including Microsoft Teams, Webex, Cisco conferencing solutions, and other room control systems (e.g., Crestron, Logitech, Neat, etc.).
• Act as Tier 1-2 support, escalating complex or systemic issues as needed.
• Coincide with vendors and internal teams to support successful delivery.
• Aid in evaluating new AV technologies and follow established AV standards and best practices.
• Participate in AV-related projects such as new room deployments, upgrades, and system refreshes.
• Ensures up to date inventory of all A/V related assets.
• Participates in the daily stand-ups, sprint reviews, and retrospectives to update progress, highlight and resolve impediments.
• Completes required documentation to communicate required information to deployment, maintenance, service, and business teams.
• Provides production support and helps drive down technical debt.
• Develops customer relationships by listening and understanding the customer, anticipating, and providing solutions to customer needs, and prioritizing customer satisfaction.
• Provides SME around product(s) function and works with Product Owner and Business Partners to refine requirements/functionality.

Requirements

• Demonstrated customer-service mindset, with a focus on end-user experience and issue resolution.
• Basic understanding of AV signal flow, room design concepts, and AV networking fundamentals.
• Ability to follow global AV standards and deployment guidelines.
• Ability to manage multiple support requests, prioritize incidents, and meet response expectations in a fast-paced environment.
• Collaborative team player with a willingness to learn and grow within the AV and conferencing domain.
• Demonstrated “agile-development” mindset with strong customer-focus & results-orientation.
• Effective interpersonal, teamwork and collaboration skills.
• Strong analytical and business problem solving skills.
• Strong communication and documentation skills.