Department Overview

The mission of the Information Technologies Group (ITG) is to develop, implement and maintain technology based services and solutions enabling OHSU to effectively manage information to accomplish its mission. The Unified Communications Analysts are part of OHSU¿s Information Technologies Group (ITG) and are responsible for the development, implementation, operation and maintenance of Unified Communications systems and related services at OHSU and HMC. Unified Communications services are used throughout the University and the Hospital for administrative, academic, research, financial and clinical applications. These systems are critical to providing patient care within the University Hospital and critical to the University¿s missions. Unified Communications¿ goal is to provide cost effective, reliable services to all areas of the institution.

Function/Duties of Position

The purpose of this position is to coordinate the planning and administration of OHSU and HMC Unified Communications related projects at different stages of completion and on an ongoing basis. This requires a working knowledge of business practice throughout the organization as specific communications tools are applied to improve the effectiveness of OHSU and HMC. Projects range from a single user to large installations / moves, and involve planning for and execution of new installations in new and existing buildings for the entire OHSU and HMC community, on and off the main campus. Responsibilities include: provide consultation and technical support to OHSU and HMC departments in implementation and operation systems; providing user support problem resolution / resolution and training for Unified Communications users.

Ongoing support is part of the role, as is optimization of operational process and updating service offerings.

Required Qualifications

Experience:

• At least four years of experience in Unified Communications systems analysis and design.

Background must include the following:

• Broad knowledge of telecommunications/Unified Communications industry terminology, equipment types, standard and customized features and services available.
• Experience with large enterprise systems including various vendor and service providers and current industry systems installation techniques.
• Skill in analyzing and identifying customer needs, determining solutions and deploying enterprise level design.
• Ability to interpret technical issues for both technicians and non-technical clients.
• Strong working knowledge of and experience supporting call/contact centers and ACD call flow.
• 3+ year experience in Mitel on premise VoIP platforms.

Job Related Knowledge, Skills, and Abilities:

• Broad-based knowledge of telecommunications/Unified Communications design principles and implementation procedures.
• Communications concepts, including wiring plans, system design and product knowledge.
• Demonstrated mastery of industry-specific skills and comprehension, including Unified Communications terminology, equipment types, standard and customized features and services available.
• Advanced system programming skills, trouble determination and resolution, hardware and software applications and interface.
• Demonstrated ability to analyze and design Automatic Call Distribution (ACD) contact centers.
• Excellent verbal and written skills.
• Ability to work independantly as a customer consultant translatings requirements to technical solutions.
• Excellent customer service skills in interpreting technical issues for both technicians and non-technical clients.

Registrations, Certifications, and/or Licenses:

• Certification in Unified Communications and/or equal experience in the enterprise telecommunications space.

All are welcome

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.