TELECOMMUNICATIONS ANALYST 3

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state, and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to build stronger minds and a healthier world. By being deeply invested in our work, showing compassion in our interactions, and embodying the spirit of a team player, each member contributes to a thriving community. UW is committed to attracting and retaining a diverse staff; your experiences, perspectives, and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW’s IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world, partnering with the UW community to enable innovation, learning, discovery, and service."

UW-IT Customer Experience (CX) is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CX operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions.

The Telecommunications Analyst 3 position designs, and coordinates installation of major University of Washington (UW) networking and communications projects. The position provides support for wired, wireless, and telecommunication services, including call center design, implementation, and maintenance. This position’s work supports faculty, staff and affiliates at the UW Seattle, Tacoma and Bothell campuses and other remote UW sites. This includes actively participating in short and long term capitally funded construction projects and equipment refresh projects, attending in-person site walk-throughs and in-person meetings with customers on-site as deemed necessary by the project, actively participating in weekly project meetings (may be video or in-person meetings), and working with UW-IT service teams in the planning, delivery, billing, and auditing of services provided to the customer.

Relevant Technologies:
The position works in an environment that includes:
•     Contemporary network technologies, protocols, and hardware for wired and wireless connectivity including fiber optics, DS1, Ethernet, TCP/IP, IPv6, DHCP, VLAN, routers, switches, and subnets.
•     Telephony protocols and hardware for H.323/SIP based VoIP and legacy TDM (analog/digital) using tools such as Avaya Aura platform (Communications Manager, Session Manager, System Manager, Call Center Elite); Avaya VoicePortal VXML IVR; Avaya CMS Supervisor; AVST CallXpress voice messaging; and CXM Call Recording.
•     Custom applications for network configuration, device management, service orders, billing, and repairs.
•     Cloud-based IT helpdesk request and incident tracking system.
•     Business productivity and collaboration tools such as Microsoft Suite of Tools (Excel, Word, Outlook, PowerPoint, SharePoint, Visio, and Dynamics AX) and cloud-based applications (Google Apps for Education, Microsoft Office 365).

MINIMUM REQUIREMENTS: