IT Unified Communications Analyst I - Digital Technology Services

Overview

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Digital Technology Services (DTS) Unified Communications (UC) Analyst I will collaborate with users across the Hackensack Meridian Health (HMH) network to support the business communication needs and requirements. Duties include, but are not limited to support queue management, troubleshooting and managing moderately complex unified communications issues that may involve UC software (e.g. softphone), web conferencing, network devices, voice, messaging, paging and cellular services. Researches new technologies and determines their value to the organization. Coordinates new installations or upgrades to existing hardware and software infrastructures. Additional duties include mobile device administration and working with vendors. Performs work primarily under direct supervision. Handles basic issues and problems, and refers more complex issues to higher-level staff. Exhibits customer-centric behavior and mindset.

Responsibilities

A day in the life of a Digital Technology Services (DTS) Unified Communications (UC) Analyst at Hackensack Meridian Health includes:

• Assist with analysis, testing and implementation of new communications-related technologies at HMH.
• Provide end-to-end customer support for UC service requests and incidents; mobile device configuration, vendor portal management and deploying technical resources as required.
• Maintain current knowledge of emerging UC technologies and industry trends.
• In collaboration with the UC engineers and infrastructure teams, support the restoration of services relating to third-party provider outages.
• Contribute to the documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, job aids, and user guides.
• Ability to participate in project management activities as assigned and to understand and follow directions.
• Participate in the UC On-Call program.
• Other duties and/or projects as assigned.
• Adheres to HMH organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• Bachelor's degree in Business Management, IT, Telecommunications, Unified Communications, or other related IT/health area of study; Or equivalent related work experience may be accepted.
• A minimum of 1-2 years of experience in a technical multi-discipline management environment.
• Requires knowledge and support of mobile devices such as Apple iOS and Android based smart phones & MiFis.
• Ability to analyze and resolve problems.
• Excellent interpersonal, organization and problem solving skills.
• Excellent written and verbal communication skills.
• Proficient computer skills that include but are not limited to Google Suite platforms.

Education, Knowledge, Skills and Abilities Preferred:

• Experience with ServiceNow ITSM and reporting.
• Project management experience.
• Healthcare experience.

Licenses and Certifications Preferred:

• Information Technology Infrastructure Library (ITIL) 4 Foundation certification.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.

Our Network

Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility

As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.