Sr. Digital Collaboration Analyst, Telecom Focus

Position Concept

The Sr Digital Collaboration Analyst is an expert in the collaboration system and responsible for planning and coordinating Collaboration related systems and sub-systems comprising the TECO Energy corporate communications network. Maintains, manages, and services VoIP, contact center, video conferencing, collaboration applications, audio visual systems, digital signage systems, conferencing systems, mobile devices and plans, and related applications, systems, and peripherals for company business partners. Provides consultation and guidance to business partners and peers. Ensures maintained and upgraded digital products and services that are reliable, secure and provide for business partner needs when collaborating with peers, customers, and other stakeholders.

Primary Duties and Responsibilities

• Provides customer service support for company business partners for systems and applications that the Collaboration department supports. Manages assigned request and incident tickets within established service levels. Performs troubleshooting for company business partners for systems and applications that the Collaboration department supports. (40%)
• Provides technical project leadership, consulting and trains and guide peers. Collaborates with product and service vendors to maintain good business relationships, ensures quality service and response, and manages product and service opportunities for company business partners. Coordinates and oversees contractor services. Provides direction and inspects the quality of the work. (25%)
• Designs and plans technical initiatives and projects for Collaboration systems. Maintains documentation, best practices, standards, policies, and procedures. Ensures the features, performance, availability, reliability, integrity, and security of all Collaboration systems. Viewed as an expert in Collaboration systems. (20%)
• Implement system updates and upgrades. Maintains secure and reliable operation as well as enabling new features that benefit business partners. (15%)

Relationships

• Key Internal: Daily contact with Information Technology personnel pertaining to collaboration projects and systems. Frequent contact with collaboration users to determine needs, requirements for service, and training.
• Key External: Frequent contact with vendors and contractors concerning products and services that they provide.

Qualifications

• Education: Required: Associate degree in Business, Computer Science or computer related discipline. In lieu of the Associate Degree an additional 2 years of experience is required.
• Preferred: Bachelor of Science degree in Business, Computer Science or computer related discipline.
• Licenses/Certifications: Required: Possess or obtain within 6 months: • One Associate/Intermediate level Certification and one Professional/Expert level Certification; or • Two Professional/Expert level Certifications As listed below or similar. Associate/Intermediate level: Microsoft 365 Certified: Teams Administrator Associate Microsoft Certified: Teams Support Engineer Specialty - Certifications | Microsoft Learn SIP Training and SSCA® Certification - SSVVP™ Voice and Video over IP training and certification (thesipschool.com) Certification | BICSI - Installer & Technician, DCDC Professional/Expert/Advanced level: Microsoft 365 Certified: Teams Voice Engineer Expert SIP Training and SSCA® Certification - SSCA® 'Elite' SIP training and SIP Certification (thesipschool.com) Certification | BICSI – RTPM, RCDD CCNP Collaboration - Training & Certifications - Cisco CCIE Collaboration Certification and Training - Training & Certifications - Cisco Preferred: CCNP Collaboration and/or SIP School SSCA.
• Direct Experience: Required: Minimum of 6 years of direct work experience performing the Duties & Responsibilities of this position or a similar related technology support position. Preferred: Minimum of 8 years of direct work experience performing the Duties & Responsibilities of this position is preferred or a similar related technology support position. Experience working UC and Contact Center Systems, Cisco CUCM, Cisco Unity, Cisco Telepresence, Cisco Webex Meetings, Cisco Jabber and Apple iPhones.
• Knowledge/Skills/Abilities (KSA): Preferred: Working knowledge of UC and Contact Center systems programming and configuration. Understanding of Local Area Networking, VoIP, SIP, and client/server environment. Ability to create detailed technical instructions, technical documentation of systems and technical drawings using MS Visio, MS Word, and MS Excel. Preferred: Proficiency with project management tasks. Ability to plan and budget a technology implementation. Ability to ensure statement of work documents include all required details to hold providers accountable for their work.

Working Conditions

• Physical demands of this position may include, but are not limited to the following: bending, kneeling and the ability to lift and carry 20-30 pounds of equipment on an occasional basis.

Benefits

• Competitive Salary
• 401k Savings plan w/ company matching
• Pension plan
• Paid time off
• Paid Holiday time
• Medical, Prescription Drug, & Dental Coverage
• Tuition Assistance Program
• Employee Assistance Program
• Wellness Programs
• On-site Fitness Centers
• Bonus Plan and more!