Sr. Digital Collaboration Analyst, Telecom Focus

Title: Sr. Digital Collaboration Analyst, Telecom Focus 
Company: Tampa Electric Company
Location: Midtown East Tower 
State and City: Florida  -  Tampa
Shift: 8 Hr. X 5 Days

Hiring Manager:  Glenn Reed

Recruiter: Mark Koener 

 

TITLE:    Sr Digital Collaboration Analyst 
PERFORMANCE COACH:     Mgr Unified Communications
COMPANY:    Tampa Electric
DEPARTMENT:    IT Operations 

 

FOCUS AREAS

Cisco VoIP, Mobile Device and Carrier Management, A/V Conference Room & Event Technology

 

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 

1.    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%)

2.    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%)

3.    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%)
4.    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 & Responsibilit