Gillette Children's
Telecommunications Analyst
Gillette Children's - Saint Paul, Minnesota, United States, 55130
Work at Gillette Children's
Overview
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Overview
Description
The Telecommunications Analyst is responsible for ensuring the integrity, deployment, and maintenance of the company’s cloud-based IP telephony voice communication systems, including softphones, call centers, and PoE desk phones. This role encompasses managing day-to-day changes, onboarding, offboarding, and projects related to VoIP initiatives. It also involves planning technology roadmaps, configuring, and optimizing all VoIP and cloud-based telephone systems and services, both internally and those integrated with Internet-based services.
Hours: Monday-Friday between 7:00am-5:00pm. Occasional after-hours and weekend support based on system maintenance and upgrades. Primary work location is on site in St. Paul, MN with some travel to the other Gillette locations within the Twin Cities.
The Telecommunications Analyst works closely with other Information System teams and departments to integrate telecommunications systems with other technology and applications. This position maintains comprehensive documentation of telecommunications systems and activities, providing regular performance and status reports to management.
Additionally, the role provides comprehensive support for various communication technologies within the organization. This includes managing and troubleshooting voice products, mobile devices, audio-visual equipment, and other wireless communication tools. The analyst supports platforms such as Microsoft Teams and PerfectServe ensuring the smooth operation of contact centers and desk phones. Maintaining Service Level Agreements (SLAs) to ensure telephony functions meet business expectations is crucial, highlighting the importance of reliability and efficiency in communication systems. This multifaceted role requires both technical expertise and a strong understanding of business needs.
Compensation & Benefits
The annual salary range for this opportunity is $81,244 to $121,908, with a median salary of $101,576. Pay is dependent on several factors including relevant work experience and internal equity. Salary is just one component of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package, including a retirement saving match, tuition and certification reimbursement, paid time off, and health and wellness benefits for .5 FTE and above.
Primary Job Responsibilities
Coordinate installation and support for telecommunications infrastructure and associated software, including AV, Faxing, call centers, paging, and any other telephony application or
Configure, test, maintain, monitor, and troubleshoot end-user telecommunications hardware, telephony devices, and voice/data hardware products.
Prioritize and respond to incoming tickets, calls, pages, and emails concerning equipment and phone or line connectivity issues.
Assist in coordinating with vendors for installation planning and maintenance of network cabling, wiring, and cabling needs.
Maintain and update our faxing solution, helping with training guides and customer troubleshooting.
Oversee all paging applications and train customers.
Conduct annual meetings with departments to review telephony programming, configurations, and volume.
Monitor and analyze system performance data to identify areas for improvement.
Maintain Telephony Inventory
Design, develop, and implement AV conferencing systems for various platforms.
Provide technical guidance and support to end-users.
Support telecommunications infrastructure and associated software, including Faxing, call centers, voice mail, and AV Conferencing rooms among other telecommunications related devices or products.
Manage Phone number allocation, caller ID, Specialized workflow, and recommendations.
Maintain audit reports for unused extensions or voicemail and license details.
Implement and manage change management processes for Telecommunications.
Configure auto attendants, phone numbers, and ring groups.
Maintain and manage all programming and configuration in the phone system platform.
Customize workflows and scripts for the contact center and manage the contact center analytics.
Troubleshoot and resolve issues related to phones, headsets, pagers, and cell phones.
Oversee and coordinate telecommunications activities and projects.
Manage licenses and ensure compliance.
Perform day-to-day maintenance tasks, such as adding and terminating users.
Maintain documentation and inventory of telecommunications equipment and systems, including documenting department or organizational workflows and writing procedure articles.
Work with supervisors and managers to improve processes and workflows.
Conduct annual reviews with departments to ensure systems are meeting their needs.
Advise on process improvements and changes.
Conduct root cause analysis for downtime and suggest solutions.
Preventative maintenance on Red Phones and Telephony firmware updates
Maintain and work with DAS (Distributed Antennae System) with a vendor.
Maintain and support Telecom lines or circuits across the state of MN and any future location that is added.
Maintain and work with vendor on overhead paging.
Maintain Telephony Wireless devices.
Qualifications
Required
Bachelor’s degree in computer science, MIS, Business Administration, Information Technology, or equivalent experience.
Experience with enterprise applications including (but not limited to) Microsoft Suite products, OneDrive, OneNote, SharePoint, and browsers.
Minimum 3 years’ experience as a telecommunications specialist or VoIP/IP telephony systems, software, and hardware.
Strong hands-on knowledge of the configuration and optimization of VoIP equipment. and related Network Infrastructure.
Knowledge, Skills, and Abilities
Working technical knowledge of VoIP/IP telephony systems, software, and hardware, including setup, configuration, and management.
In-depth knowledge and experience with VoIP technologies (IP-PBX Systems, SIP Trunking, QoS management).
Knowledge of healthcare information system standards and regulations (HIPAA, PHI).
Awareness of industry trends and emerging technologies in telecommunications, including ongoing mobility and wireless trends.
Strong understanding of networking principles and protocols (TCP/IP, DHCP, DNS), with experience in network troubleshooting and configuration.
Knowledge of network configuration, cabling, wiring systems, design, and installation.
Understanding of contact centers and telephony reports.
Proficiency in using collaboration tools such as Microsoft Teams and Zoom.
Knowledge of audio and video conferencing systems and protocols.
Proven experience in overseeing the design, development, and implementation of telephony-related software and hardware solutions, systems, or products.
Project management skills to oversee telephony-related projects.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Ability to read and interpret technical documents and procedure manuals.
Ability to work with vendors to resolve telephony-related problems.
Experience in training customers and creating training materials.
Ability to work independently and in a team environment.
Preferred
MBA, MHA, or related master’s degree.
8x8 or other telecom vendor certifications.
Knowledge of healthcare information system standards and regulations (HIPAA, PHI).
Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate
Microsoft 365 Certified: Teams Administrator Associate
Gillette Children’s is committed to recruiting and retaining a diverse team, as we know that the diverse experiences of our employees make Gillette a stronger and better organization. We are committed to creating an equitable and inclusive environment where all patients, families and staff are welcomed and valued. We believe diverse perspectives and identities foster excellence, improve patient care and are essential for Gillette to fulfill its mission. Our team members collaborate to help patients of all backgrounds and abilities reach their full potential.
Gillette Children's is an equal opportunity employer and will not discriminate against any employee or applicant for employment because of an individual's race, color, creed, sex, religion, national origin, age, disability, marital status, familial status, genetic information, status with regard to public assistance, sexual orientation or gender identity, military status or any other class protected by federal, state or local laws.
Gillette Children’s is a global beacon of care for patients with brain, bone and movement conditions that start in childhood. Our research, treatment and supportive technologies enable every child to lead a full life defined by their dreams, not their diagnoses.
To learn more about working at Gillette Children's, please visit https://www.gillettechildrens.org/careers .
Gillette Children's participates in the U.S. Department of Homeland Security (DHS) E-Verify program which is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. If E-Verify cannot confirm that you are authorized to work, Gillette will give you written instructions and an opportunity to contact DHS or the Social Security Administration (SSA) to resolve the issue before Gillette takes any further action. Please visit https://www.e-verify.gov/ for further details regarding e-verify.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
The Telecommunications Analyst is responsible for ensuring the integrity, deployment, and maintenance of the company’s cloud-based IP telephony voice communication systems, including softphones, call centers, and PoE desk phones. This role encompasses managing day-to-day changes, onboarding, offboarding, and projects related to VoIP initiatives. It also involves planning technology roadmaps, configuring, and optimizing all VoIP and cloud-based telephone systems and services, both internally and those integrated with Internet-based services.
Hours: Monday-Friday between 7:00am-5:00pm. Occasional after-hours and weekend support based on system maintenance and upgrades. Primary work location is on site in St. Paul, MN with some travel to the other Gillette locations within the Twin Cities.
The Telecommunications Analyst works closely with other Information System teams and departments to integrate telecommunications systems with other technology and applications. This position maintains comprehensive documentation of telecommunications systems and activities, providing regular performance and status reports to management.
Additionally, the role provides comprehensive support for various communication technologies within the organization. This includes managing and troubleshooting voice products, mobile devices, audio-visual equipment, and other wireless communication tools. The analyst supports platforms such as Microsoft Teams and PerfectServe ensuring the smooth operation of contact centers and desk phones. Maintaining Service Level Agreements (SLAs) to ensure telephony functions meet business expectations is crucial, highlighting the importance of reliability and efficiency in communication systems. This multifaceted role requires both technical expertise and a strong understanding of business needs.
Compensation & Benefits
The annual salary range for this opportunity is $81,244 to $121,908, with a median salary of $101,576. Pay is dependent on several factors including relevant work experience and internal equity. Salary is just one component of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package, including a retirement saving match, tuition and certification reimbursement, paid time off, and health and wellness benefits for .5 FTE and above.
Primary Job Responsibilities
Coordinate installation and support for telecommunications infrastructure and associated software, including AV, Faxing, call centers, paging, and any other telephony application or
Configure, test, maintain, monitor, and troubleshoot end-user telecommunications hardware, telephony devices, and voice/data hardware products.
Prioritize and respond to incoming tickets, calls, pages, and emails concerning equipment and phone or line connectivity issues.
Assist in coordinating with vendors for installation planning and maintenance of network cabling, wiring, and cabling needs.
Maintain and update our faxing solution, helping with training guides and customer troubleshooting.
Oversee all paging applications and train customers.
Conduct annual meetings with departments to review telephony programming, configurations, and volume.
Monitor and analyze system performance data to identify areas for improvement.
Maintain Telephony Inventory
Design, develop, and implement AV conferencing systems for various platforms.
Provide technical guidance and support to end-users.
Support telecommunications infrastructure and associated software, including Faxing, call centers, voice mail, and AV Conferencing rooms among other telecommunications related devices or products.
Manage Phone number allocation, caller ID, Specialized workflow, and recommendations.
Maintain audit reports for unused extensions or voicemail and license details.
Implement and manage change management processes for Telecommunications.
Configure auto attendants, phone numbers, and ring groups.
Maintain and manage all programming and configuration in the phone system platform.
Customize workflows and scripts for the contact center and manage the contact center analytics.
Troubleshoot and resolve issues related to phones, headsets, pagers, and cell phones.
Oversee and coordinate telecommunications activities and projects.
Manage licenses and ensure compliance.
Perform day-to-day maintenance tasks, such as adding and terminating users.
Maintain documentation and inventory of telecommunications equipment and systems, including documenting department or organizational workflows and writing procedure articles.
Work with supervisors and managers to improve processes and workflows.
Conduct annual reviews with departments to ensure systems are meeting their needs.
Advise on process improvements and changes.
Conduct root cause analysis for downtime and suggest solutions.
Preventative maintenance on Red Phones and Telephony firmware updates
Maintain and work with DAS (Distributed Antennae System) with a vendor.
Maintain and support Telecom lines or circuits across the state of MN and any future location that is added.
Maintain and work with vendor on overhead paging.
Maintain Telephony Wireless devices.
Qualifications
Required
Bachelor’s degree in computer science, MIS, Business Administration, Information Technology, or equivalent experience.
Experience with enterprise applications including (but not limited to) Microsoft Suite products, OneDrive, OneNote, SharePoint, and browsers.
Minimum 3 years’ experience as a telecommunications specialist or VoIP/IP telephony systems, software, and hardware.
Strong hands-on knowledge of the configuration and optimization of VoIP equipment. and related Network Infrastructure.
Knowledge, Skills, and Abilities
Working technical knowledge of VoIP/IP telephony systems, software, and hardware, including setup, configuration, and management.
In-depth knowledge and experience with VoIP technologies (IP-PBX Systems, SIP Trunking, QoS management).
Knowledge of healthcare information system standards and regulations (HIPAA, PHI).
Awareness of industry trends and emerging technologies in telecommunications, including ongoing mobility and wireless trends.
Strong understanding of networking principles and protocols (TCP/IP, DHCP, DNS), with experience in network troubleshooting and configuration.
Knowledge of network configuration, cabling, wiring systems, design, and installation.
Understanding of contact centers and telephony reports.
Proficiency in using collaboration tools such as Microsoft Teams and Zoom.
Knowledge of audio and video conferencing systems and protocols.
Proven experience in overseeing the design, development, and implementation of telephony-related software and hardware solutions, systems, or products.
Project management skills to oversee telephony-related projects.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Ability to read and interpret technical documents and procedure manuals.
Ability to work with vendors to resolve telephony-related problems.
Experience in training customers and creating training materials.
Ability to work independently and in a team environment.
Preferred
MBA, MHA, or related master’s degree.
8x8 or other telecom vendor certifications.
Knowledge of healthcare information system standards and regulations (HIPAA, PHI).
Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate
Microsoft 365 Certified: Teams Administrator Associate
Gillette Children’s is committed to recruiting and retaining a diverse team, as we know that the diverse experiences of our employees make Gillette a stronger and better organization. We are committed to creating an equitable and inclusive environment where all patients, families and staff are welcomed and valued. We believe diverse perspectives and identities foster excellence, improve patient care and are essential for Gillette to fulfill its mission. Our team members collaborate to help patients of all backgrounds and abilities reach their full potential.
Gillette Children's is an equal opportunity employer and will not discriminate against any employee or applicant for employment because of an individual's race, color, creed, sex, religion, national origin, age, disability, marital status, familial status, genetic information, status with regard to public assistance, sexual orientation or gender identity, military status or any other class protected by federal, state or local laws.
Gillette Children’s is a global beacon of care for patients with brain, bone and movement conditions that start in childhood. Our research, treatment and supportive technologies enable every child to lead a full life defined by their dreams, not their diagnoses.
To learn more about working at Gillette Children's, please visit https://www.gillettechildrens.org/careers .
Gillette Children's participates in the U.S. Department of Homeland Security (DHS) E-Verify program which is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. If E-Verify cannot confirm that you are authorized to work, Gillette will give you written instructions and an opportunity to contact DHS or the Social Security Administration (SSA) to resolve the issue before Gillette takes any further action. Please visit https://www.e-verify.gov/ for further details regarding e-verify.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)