GENERAL DESCRIPTION OF CLASS
The TELECOMMUNICATIONS ANALYST 2 provides applications consulting;
technical consultation and assistance; needs analyses; cost/benefit analyses; service request/work order coordination
for customer move, add and change activity; repair administration and diagnostic assistance; PBX and network configuration
engineering; systems and database administration; end user training support and operating instructions; and service
coordination/liaison between end users and equipment and service providers. The Analyst 2 oversees all activities
related to Service Order/Request and Repair Request processing and administration and ensures that all related
systems databases are administered, updated and maintained in a complete and accurate manner. Some positions in
this class may supervise or function as lead workers, but are not statutorily excluded from collective bargaining.
This is the second level of a two-level series of classes. This
class is distinguished from the lower level class by the need for more in-depth technical and functional knowledge
of systems hardware and software for PBX, PABX, EKTS phone systems, voice mail systems and their respective network
design and configurations as well as a higher level of end user applications consulting, systems engineering, database
administration and MIS reporting expertise. Employees in this class function with a higher degree of independence
than the lower class. The Telecommunications Analyst 2 is distinguished from the User Support Analyst classification
by its focus on voice communications systems versus microcomputer, mini-computer or computer mainframe systems
and their respective user support requirements. This class is responsible for providing technical guidance and
instructions to the Telecommunications Analyst 1 level positions and must possess knowledge of and have experience
in the typical duties and responsibilities of the lower level class.
DUTIES AND RESPONSIBILITIES
Allocation of positions to this class will depend on the total
work performed, which may include the performance of some or all of the following duties, tasks or responsibilities,
and other associated duties or tasks.
- Applications Consulting, Technical Consultation, Review and
Analysis. Typical tasks include: provides extensive user
applications consulting, technical consultation and assistance to end users in PBX, EKTS and voice mail system
environments; performs various cost/benefit analyses based on user needs assessment and technical knowledge of
PBX, EKTS, voice mail systems, ACD systems, and the application of various system feature functionality to diverse
user work environments; reviews, analyzes and responds to all customer requests or inquiries related to moves,
adds or changes to their telephone or voice mail service; consults with other OUS technical support personnel,
vendors, consultants or contractors to assist in customer needs analysis and determine best technology applications
solutions for various customer telephone and voice mail service needs; provides management with technical recommendations
and proposals to meet end user needs and/or optimal network and PBX/EKTS configuration requirements.
- Service Request Review, Analysis, Administration and Coordination. Typical tasks include: reviews,analyzes, approves and processes all customer
Service Requests for moves, adds or changes to their telephone or voice mail service; consults and works closely
with customers to clarify requests, make recommendations for better solutions, ensure accuracy and completeness
of the request, and ensure that the ensuing technician work performed results in what the customers requested and
the efficient use of technician resources; maintains complete and accurate documentation of all Service Requests
to ensure proper logging and tracking of requests, and scheduling or deployment of technician resources; provides
MIS reporting information of all Service Requests received, worked and completed; coordinates Service Requests
with all appropriate equipment and service providers to ensure that all parties involved in working and completing
a request are properly notified and included; makes recommendations and implements Service Request procedural and
process changes to ensure high levels of customer satisfaction and efficient use of available resources.
- Repair Administration, Coordination and Dispatch. Typical tasks include: reviews, and analyzes trouble reports generated
by end users/customers or system generated alarms, error codes and trouble reports; works with end users, peers,
vendors, and contractors to determine nature of reported trouble and appropriate courses of action for problem
resolution; dispatches or schedules repair technicians as required; tracks, logs and otherwise administers trouble
reports to ensure proper deployment of technician resources and closure of trouble tickets/reports as well as provide
MIS reporting information for all trouble reports received and acted upon; develops, recommends and implements
repair reporting procedures and processes to ensure repair response times are consistently met and resources are
used in an efficient and effective manner.
- Systems Engineering, Systems and Database Administration. Typical tasks include: assigns telephone numbers and PBX equipment line
locations for service changes; performs PBX engineering work to include network and switching system translations
on the line/extension side and the network side of the PBX; administers all PBX port assignment databases; assigns
voice mail boxes and extensions and otherwise administers voice mail system databases; performs switch database
design and data entry work necessary to install, remove or otherwise change network services, PBX switch configurations,
PBX system hardware and software, voice mail system hardware and software; provides various PBX technical specifications
and system database information to peers, vendors, or contractors as required; makes recommendations on improvements
in switch and/or network configurations and best utilization of the PBX hardware and software configurations.
- User Training.
Typical tasks include: provides end users with PBX/EKTS feature use instructions, training materials and any other
information that assists customers with the proper use and application of various telephone system or voice mail
system features in their respective work environments; develops processes, procedures, forms and guidelines for
use by all customers in the preparation of Service Requests for move, add and change activity and Repair Requests
for trouble reporting; recommends and implements changes in user training materials, procedures and processes.
RELATIONSHIPS WITH OTHERS
Employees in this class are in daily contact in person, in writing,
by e-mail or by phone with customers/end users at various departmental levels, technical peers and superiors, other
telecommunications staff, and vendor technical support staff regarding service requests/work orders, repair problems
or issues, questions regarding use of various telephone features, or other telephone service related matters. Daily
contacts also provide guidance and consultative assistance to customers and lower level analysts on matters related
to management and deployment of telecommunications resources and budget funds and help ensure that departments
are using telephone and voice mail services in a cost effective and efficient manner.
Employees in this class receive general supervision from a technical
supervisor, or administrative superior or manager who may assign projects; occasionally checks work in progress
and upon completion; periodically monitors and reviews project requirements; and periodically reviews employee
performance. However, the employee is afforded considerable latitude in determining best methods, practices or
resources to accomplish project goals or otherwise get the work done. Guidelines used by employees in this class
include technical manuals, systems user guides and manuals, systems administration manuals, various industry standards,
service requests/work orders, repair requests, contract requirements, relevant institution or program policies,
guidelines and procedures, and any other applicable state or federal laws, rules or regulations.
Employees in this position should have extensive knowledge of
telephone industry service order practices and procedures; extensive knowledge of PBX/EKTS phone system and voice
mail system features, functionality, operations, configurations and network connectivity; experience in providing
technical consulting services, technology applications consulting, and end user training in the telecommunications
industry. Must be able to work effectively with both technically oriented peers and non-technically oriented customers
or end users. Work occasionally can be stressful due to customer complaints regarding telephone service problems.
- Two years of experience equivalent to the Telecommunications
Analyst 1 class; AND
- One year of technical training in the operation or maintenance
of PBX/PABX/EKTS telephone systems and one year of experience maintaining or supporting these systems; OR
- Six months of technical training in the operation and maintenance
of PBX/PABX/EKTS telephone systems and two years of experience maintaining or supporting these systems; OR
- An equivalent combination of training and experience.