Voice Communications Analyst - Senior

  • Adventist Health System
  • Altamonte Springs, FL, USA
  • Jun 30, 2019

Job Description

Job Description

Voice Communications Analyst - Senior

AdventHealth Information Technology

Location Address: Inspiration Avenue, Altamonte Springs FL

Top Reasons To Work At AdventHealth Corporate

•         Great benefits

•         Immediate Health Insurance Coverage

•         Career growth and advancement potential

•         Award-winning IT Department

Work Hours/Shift:

Full-Time, Monday - Friday


You Will Be Responsible For:

•               Ensure that all client requests/tickets are being appropriately and adequately resolved based on ITSM established guidelines.  Provide follow up to client to insure client is informed of status of tasks and projects based on ITSM established guidelines.                                                                  

•               Ensures that interface and follow up with client is completed in a timely, courteous and professional manner at all times.  Responsive to client needs and works with client in a collaborative, service and solutions oriented manner.                                                                

•               Responsible for maintaining and updating telecommunication circuit inventory records and circuit documentation.                                                                                                                                                                                                                                      

•               Learns business and application functionality as required to effectively service and train the client user support needs.                                                                                                           

•               Works with the Manager to develop departmental, hospital, region, and enterprise operational telecommunication budgets.                                                                                                                                                                                                                           

•               Performs bill analysis to evaluate telecommunications bills against budgets, contracts or other criteria to insure correct billing.                                                                                           

•               Evaluates billing practices and seeks to improve efficiencies in processes including training.                                       

•               Interfaces with external vendors and multiple teams to solve technical problems, develop configurations and resolve project related issues.                                                           

•               Prepares documentation as required to train staff on equipment, procedures and issues related to project implementation and support. Establish and maintain an information resource library to include system documentation, user reference guides and telecom standards.                                                                   

•               Confers with and advises on administrative policies and procedures, telecom problems, priorities and methods: maintains appropriate administrative records.                                                                                                                

•               Completes assigned projects and project tasks within scheduled deadlines.  Prepares project plans and works with local and regional staff to insure project tasks are assigned and completed as required to support active projects.                                                

•               Responsible for reporting to any potential areas that may allow for cost savings to the organization with recommendations for solutions.  Takes standards into account but reasonably considers alternative solutions that could benefit organization.  Works to review impact on organization as a whole. 

•               Recognize and identify potential areas where existing policies and procedures require change or where new ones need to be developed to support active or new projects.  Develop and document telecom policies and procedures.                                                         

•               Performs job duties and responsibilities according to corporate and local hospital guidelines and procedures.                     

•               Employee communicates in a professional manor.  Employee is conscious of the needs of others when resolving issues and presenting solutions.                        

•               Employee works to improve their communication (oral and written) skills.                              

•               Employee is self-motivated and directed in the area of training and improvement.  They are adaptable and look for ways to enhance their understanding of the technology they support and technology that may affect their area of responsibility.

•               Approaches job with a desire to do what is right for the organization as a whole.  Adheres to corporate standards and looks for opportunities to improve them within the process available.                                                                                                                                      

•               Fulfill departmental requirements in terms of providing work coverage, on call coverage, and administrative notification during periods of personnel illness, vacation, or time off.  Ensures PDO calendar is kept up-to-date for their time and time reports are completed weekly.                                 
Performs coordination with multiple teams within the organization that includes but is not limited to AHS-IS, Corporate, Regional and hospital based teamsQualifications


.Strong interpersonal skills with a positive and enthusiastic "can do" attitude.

•         Ability to work independently is a must.

•         Ability to quickly learn systems with little or no documentation.  Continuous learning of new systems, business processes and concepts are a must.

•         Must have the ability to work well with people of varying levels of technical abilities.

•         Understanding of project management methodologies and concepts. 

•         Excellent oral and written communication skills required.



•         WAN and MAN designs


•         High School Diploma 

•         Three to five years telecom experience



Under general direction, responsible for complex analytical tasks and activities associated with one or more technical areas within the telecom function such as, but not limited to, network design, telecom engineering, project implementation, or operations/user support. Typically requires a Bachelor's degree in Computer Science/Telecommunication and three to five years of telecomm experience.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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