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Analyst Unified Communications 3

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Date: Sep 7, 2021

Location: San Antonio, TX, US, 78205

Company: CPS Energy

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,300 people committed to enhancing the lives of the communities we serve.  Together, we are powering the growth and success of our community progress every day!

Position Summary

Unified Communications Admin Analyst III is a high-level analyst which is responsible for working in conjunction and by the direction of IT leadership and Senior Analyst in order to complete assigned project and operational tasks.  This position will be responsible for managing multiple high level project tasks simultaneously while providing Tier 3 and Tier 4 support to the Enterprise Data Networks, Enterprise Phone Systems and Call Center Applications stacks.

Tasks and Responsibilities

  • Partner with Enterprise IT leadership along with Senior Analysts in order to deliver assigned project tasks with the utmost quality and timeliness. 
  • Interact with upper-level IT management, leads, engineers, and architects to ensure processes are efficient, sustainable, repeatable, and predictable.   
  • Provide Tier 3 support for Enterprise Data and Voice Networks including route/switch data networks, Carrier Grade MPLS Networks, Cisco Unified Communication Manager, Cisco Unified Call Center Express and all other supporting applications.
  • Assume technical lead role in problem resolution and root cause analysis, and provide actionable after-incident analysis to ensure root cause issues are logged and remediated
  • Maintain effective external relationships with CPS Energy vendors, consultants, and service providers.  Leverage these relationships to ensure that the best fit solutions and resources are available to the enterprise. Where necessary, work with solution vendors during installations and deployments
  • Support the Enterprise IT vision deliverables by implementing viable technologies, ensuring compatibility with the existing environment, and acting as a technical resource for peers and managers within the Enterprise IT team
  • Complete work assignments from Enterprise IT Service Management platform to include Incident Management, Problem Management and Service Requests
  • Performs other duties as assigned

GRADE: 12, 14, 15*

DEADLINE TO APPLY:  Open Until Filled

*Qualifications may warrant placement in a different job level

Minimum Skills

Avaya VoIP
Data Center Network Architecture
Data Center Standards and Procedures
Unified Process (UP)
Unified Software Development Process (USDP)
Cisco Active Network Abstraction

Minimum Knowledge and Abilities

Experience in highly technical role within one or more of the following disciplines
Experience in functioning within a matrixed organization as a project team member, accountable for project deliverables and timelines
Experienced in functioning as lead over a project that involves coordinating with multiple personnel.
A demonstrated ability to work effectively laterally, bring people along, facilitate the best thinking and build trust based relationships to deliver results
Experience with telecom/data carrier provisioning, billing, and troubleshooting procedures

Preferred Qualifications

The Unified communications analyst will support and handle MACD work using the following technologies:

  • Cisco Unified Communications Manager
  • Cisco Unity Connection Voicemail
  • Cisco Contact Center Express
  • Jabber, SIP Phones, video phones and other collaboration endpoints
  • Cisco gateway routers and other SIP enabled gateways and endpoints
  • Handset programing and troubleshooting
  • Conducting performance and diagnostic testing of telecommunications equipment


Supporting Organizational Goals
Interacting with People at Different Levels
Learning Quickly
Driving Continuous Improvement
Delegating Responsibility
Critical Thinking

Minimum Education

Associates Degree OR equivalent work experience

Required Certifications

Working Environment

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator. Ability to travel between business related events. Work hours may be extended.

Physical Demands

Office Environment

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.

Nearest Major Market: San Antonio

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