Functional Analyst - A/V Media Services

Job Profile Summary

The Functional Analyst, A/V Media Services supports the implementation and operational management of enterprise-grade AV and conferencing systems across our global corporate offices. This role is critical in ensuring seamless communication and collaboration experiences for our employees and stakeholders. The ideal candidate will have experience in AV technologies, conferencing platforms, and infrastructure, with a high focus on exceptional customer service and executive-level support.

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
• Develop documentation and provide training to users as appropriate
• Define potential improvement changes to resolve errors, prevent the recurrence of problems or improve system maintainability and stability
• Provide SME around product(s) function and works with Product Owner and Business Partners to refine requirements/functionality

Education

• Bachelor's degree in CS or equivalent

Mandatory Experience

• 2-4 years of experience in supporting enterprise conferencing or A/V systems (conference rooms, collaboration tools, room hardware).
• AV and IT related certifications are a plus (e.g., CTS, Microsoft, Crestron Fundamentals, Network+)
• Basic knowledge of continuous integration / continuous delivery practices

Competencies

• 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