Unified Communications Analyst II - Jobs in Saskatchewan

Job Description

Who is eHealth SaskatchewaneHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare, information technology and citizen services. Our vision is: “Connected healthcare, accessible to everyone, everywhere.” Our mission is: “We collaborate to transform healthcare through the use of information and innovative technology.” eHealth is a dynamic and complex environment, constantly evolving and quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration. Our organization plays an important role in providing IT services to patients, healthcare providers, the Ministry of Health and the Saskatchewan Health Authority. eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.About the RoleWe are seeking a skilled and experienced Unified Communications Analyst to join the team to assist in the support of IT services that eHealth provides to the Health sector partners across Saskatchewan. This individual will possess excellent customer service skills along with strong technical and leadership abilities, is detailed oriented who takes pride in their work and enjoys the challenges that go with it.Reporting to the Unified Communications Manager, you will be responsible for the support of the provincial Cloud Services and On Premise communication platforms for all the Health sector partners, facilities and related agencies. You will directly support an Enterprise Class Hosted Communications Center which provides multiple services to the Health Sector and related Health Organizations. Typical daily duties will include:

• Day to day support and troubleshooting regarding performance issues or connectivity issues via USD Tickets
• Perform required configuration changes to support proper call flow, call routing and messaging services
• Assist with maintaining and performing certificate and software upgrades on Cisco Call Manager, Unity, UCCX and related systems
• Assist with performing IOS upgrades on Voice Gateways / Voice Routers and related hardware
• Assist with VoIP infrastructure changes including new designs or redesigns of VoIP systems and their related components
• Assist with Integrations with third party systems for eg: Intercom / paging, Nurse call, Vocera
• Coordinate updates and/or deployment of client end software/hardware working with various vendors, departments and/or facilities
• Test the compatibility of client end equipment and peripherals and recommend hardware standards
• Provide, create and update documentation. (i.e. call flow diagrams, standard work and knowledge documentations)
• Mentor and provide guidance to junior team members

What are we looking forThe successful candidate will possess exceptional written and verbal communication skills and thrive in a dynamic, fast paced and technology driven environment. Proven experience and skills in effective communication, leadership, problem solving, documentation standards, and a rigor for change management protocols and quality control are also required.You will have working knowledge and understanding in the following areas:

• Experienceknowledge with the following:
  • Cisco Unified Communications Manager
  • Cisco Unity
• Experienceknowledge with the following Cisco devices:
  • Switches – WAN/LAN (Cisco)
  • Voice Routers – ISR/ASR
  • Voice Gateways – eg: VG320
• Functional knowledge of Routing and Switching fundamentals
• Functional knowledge and technical knowledge in:
  • Voice over IP/Video over IP - MGCP, H.323, T.38, SIP, understanding of Voice QoS protocols
  • Network Protocols – TCP/UDP, FTP, SFTP, TFTP, SMTP, SIP, DHCP, DNS
  • Management Protocols – SNMP, SSH, Telnet, ICMP, CDP
  • Security Protocols - TLS, SSL
  • Traditional / Legacy integrations: PRI, FXS/FXO
• Knowledge of Enterprise Monitoring concepts and network related tools such as packet sniffers
• Understanding of WAN technologies (MPLS,VPLS, SD-WAN, Internet/DSL, ISDN)
• Understanding of Active Directory (ADSF / Azure) Lightweight Directory Services (LSD/LDAP).
• Understanding Cloud based collaboration (Webex/MSTeams) / call center platforms (eg UCCX) would be an asset
• Being involved in IT technology refreshes or evergreen programs would be an asset
• ITIL service delivery concepts, with a focus on Change, Incident, Problem and Service request management.
• Strong communication skills and customer service orientation

Our ideal candidate must have attained the knowledge and skills required for this position through 3 or more years of experience working as a technical expert directly supporting an enterprise class network infrastructure. The completion of a post-secondary Degree in Computer Science or related discipline, or Diploma in Computer Technology from a recognized technical institution. A combination of education and experience equaling a minimum of 5 years’ experience would be considered.Knowledge of Saskatchewan Health IT sector would be an asset. After hours on-call will be a requirement of this position.CompetenciesCommunication - Ability to write a variety of detailed, accurate and clear (technical) material such as user, systems and requirements documentation and procedures, project plans, letters, requests for proposals, feasibility studies, recommendations and reports, at a level appropriate to the target groups.Leadership - Ability to constructively lead, advise and encourage others to achieve success in their work and contribute to the effectiveness of the work team.Problem Solving - Ability to independently interpret, comprehend and apply technical instructions and concepts to successfully acquire, install, modify, configure and maintain hardware and software components and administer networks.Team/Independence - Ability to work independently and participate as a team member to meet the needs of clients and co-workers and to build productive, positive work relationships.Organizational - Ability to independently prioritize and organize one’s own workload to meet tight deadlines and successfully complete projects in a changing environment.Analytical - Ability to identify, explore and evaluate options on data, processes and methodologies, information technology and potential systems design to make feasible recommendations.Technical - Ability to design new or adapt existing systems/applications taking into account design alternatives, business requirements, and cost, resource and time constraints.If this role sounds like the opportunity you have been looking for to showcase your abilities – we’d love to hear from you.Anticipated Start Date: January, 2023Level: SGEU-SIT10Location: SaskatchewanWe are committed to workplace diversity.Number of Openings: 1Closing Date: Jan 2, 2023, 11:59:00 PMQuick Apply

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