• Job Description

  Req#: 3952265
  Join the City of Pasadena’s award-winning Department of Information Technology as a Senior IT Analyst and be part of an exciting team that enables technology to improve the lives of everyone in the City. As a member of the team, you’ll be responsible for implementing and administering critical technology systems that support services to City staff and the public. The opportunity includes the following:
  
  • Leading the implementation of Microsoft Teams phone, voice messaging, and contact center services across all City Departments.
  • Assisting with developing standards and procedures for system support as well as developing calling structures and scripts.
  • Continual evaluation and implementation of new communications capabilities to increase effectiveness of systems and services.
  • Playing a key role in leading a wide variety of innovative, challenging, and exciting opportunities to design, develop, implement, and maintain mission critical services to over 2,000 City staff and the public.
  The City offers outstanding benefits, including 9/80 schedules with alternative Friday's off and a Hybrid Work Program. Learn more about working for the Department of Information Technology by visiting this site here.
  The current vacancy is in the infrastructure section of the Department of Information Technology (DoIT).
  
  IDEAL CANDIDATE
  The Sr. IT Analyst will be a technical expert in enterprise Telecommunications solutions including VoIP, Messaging, Unified Communications and Contact Center solutions. You will have strong analytical and problem-solving skills with excellent communication and interpersonal skills. You will strive to provide top-notch customer service, take initiative, and hold a strong work ethic.
  
  This recruitment is open until filled, with a first review of applications scheduled for M arch 23 , 2023. Apply now!
  The major responsibilities of this position are listed below. For more detailed information, please review the job description.
  
  • Works closely with department managers and users to define and analyze business and operational problems, process improvement opportunities and requirements and analyzes operational and business mandates;
  • Advises department managers on applications development, enhancement and maintenance issues; explains technology and process options and assists managers in analysis and decision making; analyzes management information needs and recommends data and reporting processes;
  • Develops, implements, and maintains applications including upgrades and system modifications;
  • Applies sound IT development and support principles;
  • Troubleshoots system issues.
  • Coordinates research and recommends system solutions to meet business needs.
  • Works out in field to troubleshoot and resolve system issues;
  • Ensures successful integration of business systems with existing enterprise IT infrastructures;
  • Defines and documents business and technical requirements for business systems and components;
  • Keeps IT systems up-to-date and related operations; updates documentation and training materials, user procedures, and instructions; maintains technical libraries and reference files, and
  • Provides technical expertise on a wide array of IT technologies; works on applications related technologies as assigned.
  When assigned to Telecommunications:
  
  • As part of the role the Sr. IT Analyst, may also perform duties within our Security and Access Control section as back up support for, door access, security cameras, and ID car access issues.
  • Will assist in the planning and Migration to Microsoft Teams Phone system for the Cities Legacy PBX Systems as well as Migrating our Current Call Center to a cloud base contact center solution.
  • Receives Service Center problem telephone equipment, lines, features, routing, voice mail and voice applications and services; performs troubleshooting and diagnosis on problems ranging from various tiers in scope and difficulty; evaluates scope and impact of problems and failures; makes changes and repairs to resolve problems remotely; notifies appropriate IT work groups regarding problems impacting many users.
  • Receives and processes requests for voice communications systems, door access, security cameras, ID card access issues, equipment, and services, including, but not limited to, network video, telephone, voicemail, contact center, and voice recording, moves, adds and changes; programs telephone/voicemail/contact center/voice recording features and functions using maintenance software and/or system parameters and access controls.
  • Receives and reviews customer requests for telephony systems, security and access controls, and or communications systems equipment, features and applications; performs site visits to determine specific needs and requirements; evaluates service and equipment and options to achieve cost savings; develops price quotes for approval by customers; builds or modifies voicemail applications, access control applications, network video applications, develops flow charts, assists with scripting, call structures and routing, tests functionalities and documents results; coordinates services from other IT staff, vendors, facilities staff, cabling vendors and others as required to complete the work; follows up to ensure customer needs and requirements have been met on time and budget; updates records for billing purposes.
  • Researches and collects information to create and maintain a library of procedural, technical, and vendor-related documentation.
  • Develops user instructions and training materials; trains users on general and custom-designed communications system applications and features.
  • Reviews and audits monthly invoices for all telephony services and leased lines; verifies accurate billing for new lines and service plans; ensures unused lines are disconnected; researches and identifies opportunities for cost savings.
  • Prepares a variety of standard, custom and confidential reports by extracting data from required databases.
  • On a rotational basis, provides after-hours on-call support; conducts remote problem diagnosis and resolution; notifies supervisor of action required if remote repair cannot be achieved.
  • Regular attendance is an essential function of this classification.
  COMPETENCIES
  The following list represents the core competencies needed for success in this position.
  
  • Ability To Take Initiative/Responsibility- take initiative and responsibility to dive into new roles, assignments and projects while being self-motivated
  • Analytical Skills- able to analyze and define problems, recommend sound technology options and business management processes for business solutions
  • Communication Skills- clearly explain complex concepts to various audiences orally and in writing
  • Customer Focus- ability to listen to external sources of information, and work across functions, departments, and teams to help offer service excellence to customers
  • Interpersonal skills- ability to engage with other people in a positive way, regardless of their level, status, or rank in the agency
  • Problem Solving Skills- skills in finding appropriate methods and means to analyze concerns or situations and to suggest potential avenues to explore that may provide a solution
  • Resourcefulness- systematically and comprehensively gathers the information needed to solve problems or work challenges efficiently and effectively
  EDUCATION, TRAINING AND EXPERIENCE
  
  • Graduation from an accredited four-year college or university with a major in management Information systems, computer science or a closely related field; or
  • Four years of progressively responsible information systems experience involving enterprise telephony solutions, including VoIP and traditional PBX· systems; voicemail, contact center solutions, Active Directory and network and TCP /IP; call accounting software, billing, and reporting; and work order software. Knowledge of structured cabling.
  • Microsoft TEAMs Calling and Five9s Contact Center Solution or related certifications are highly desirable.
  SELECTION PROCESS
  The selection process will consist of an evaluation of training and experience and the most highly qualified candidates may be invited to participate in either a written, oral, or performance examination.
  
  VACANCY INFORMATION
  There is currently one vacancy in the Infrastructure Department of Information Technology.
  
  The resulting eligibility list from this recruitment may be used to fill this vacancy and similar vacancies in the future.
  
  Candidates selected for this position are subject to a one-year probationary work period.Vendor training and certifications on telecommunications systems and equipment in use by the city are highly desirable.
  
  Due to the nature of your work that you will be called on to perform, a Police Background Investigation is required and must be completed within the first year of employment including a review of employment history, criminal conviction record, use of intoxicants and/or other controlled substances. In these cases, incumbents may be asked to work at secure locations and access highly confidential materials and information, in addition to working on systems that have city-wide impacts.
  

• About the company

  Pasadena is a city in Los Angeles County, California, 11 miles northeast of downtown Los Angeles.

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