County of Alameda

DESCRIPTION

Under general direction, analyzes departmental telephone service and voice processing requirements; conducts technology and equipment/software assessments, cost benefit analyses and system implementation; plans, coordinates, and manages large County telecommunications projects; performs other duties as assigned.

DISTINGUISHING FEATURES

The Telecommunications Systems Analyst is a professional position in the General Services Agency’s Communications Department responsible for the management of large telephone system equipment installation projects, and development of cable and telephone system design specifications and requirements. This position analyzes voice network services for all County Agencies and Departments, provides written documentation, makes appropriate recommendations and provides technical consulting in voice systems and services to enable County Agencies and Departments to develop new programs and solve business problems. The incumbent in this position is expected to demonstrate effective project management skills to work in collaboration with GSA staff, ITD staff, client departments, vendors and Non-Governmental Agencies (NGO’s) associated with County projects. The Telecommunications Systems Analyst is expected to work with minimal instruction and has considerable latitude for independent action pertaining to the administration of large telecommunications projects that involve multiple buildings or building complexes. This position is distinguished from the Telecommunications Services Coordinator II by having a broader scope of responsibility and greater degree of complexity of assigned tasks, including close work with other department managers, responsibility for development of equipment and configuration recommendations and negotiating project costs. It is further distinguished from the Senior Telecommunications Systems Analyst who is assigned supervisory responsibilities and the most complex network design and systems analysis.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

1. Manages installed telephone, voice messaging and computer telephone systems and services, voice and data distribution systems and new requirements for a wide range of telecommunications projects. Reviews and processes the more complex requests for telephone service. Serves as technical resource to Division Coordinators, clerical staff and other technical support staff.

2. Plans, implements, and manages the more complex telecommunications system installations; conducts on-site surveys of large leased and owned County facilities to determine requirements for the installation of communications systems. Develops written specifications and requirements as directed by management. Inspects installation for compliance with plans and specifications and resolves discrepancies.

3. Works with user departments to analyze needs, identify options and costs and develop support plans for telecommunications services and installations; develops system design, writes design specifications, prepares space plans for equipment rooms, MDFs (Main Distribution Frames) and IDFs (Intermediate Distribution Frames). Develops written recommendations which may include cost benefit analysis.

4. Reviews specifications and requirements for construction documents and work
required of Building Maintenance Department, GSA architects or outside contractors. Reviews and edits space plan drawings; coordinates with project managers and contractors.

5. Prepares technical specifications for telephone equipment and associated cabling for assigned projects. Prepares Requests for Information, Requests for Proposals, Requests for Quotes, cost analyses, recommendations, reports, and assists with the preparation of Board of Supervisors Letters. Directs the activities of vendor staff as needed.

6. Prepares telephone service cost estimates for assigned County departments; forecasts project expenditures and resolves billing issues as they relate to projects or specific extensions; resolves installation and other service problems; assists in budget preparation and expenditure forecasts to accommodate changes in telecommunications services.

7. Directs projects for ancillary systems interface and upgrades, moves, and installations, including interactive voice response, voice messaging, call accounting, automated attendant and call center applications. Directs projects that transition to new or changing telephony platforms including VoIP (Voice over Internet Protocol), Unified Messaging, extending or bridging PBX features and functionality to cell phones, VolP softphones and related technologies.

8. Provides technical feasibility studies for diverse telecommunications applications; evaluates vendor products and departmental business processes as they relate to voice communications. Makes written recommendations and implements solutions. Provides guidance for County departments in setting up call centers and computer telephone systems.

9. Uses the internet, vendors and other resources to do required research on telephony and related technology, industry trends and business requirements; writes reports using collected information and makes recommendations.

10. Installs and tests telecommunications application software on user workstations. Assists departments with preparing procedures and training on the new applications.

11. Reviews work of the Telephone Services Coordinators and contract staff relating to assigned projects.

12. Acts as back-up to the County 911 Coordinator during his/her absence to provide overall management responsibility of County-wide 911 projects. As back-up conducts user group meetings for information dissemination to 911 Center managers; reviews and guides work of support staff to ensure that the 911 master Street Address guide is updated and maintained.

13. Performs special projects; prepares project plans and schedules, spreadsheets, written reports, correspondence meeting agendas, tasks and minutes.

14. Develops and conducts in-house training programs for Telephone Systems Division staff. Trains user department staff in use of complex telephone systems and software to support call center administration, electronic key systems, and other adjuncts to the County voice network.

15. Oversees and manages vendors working on problems or repairs from initial identification of the problem through resolution; provide network design and programming information to vendors and County staff as needed to identify and resolve problems; queries voice platforms, vendors and other resources to identify source and scope of telecommunications problems.

16. Responds to major alarms and/or system outages on voice platforms and ancillary systems.

17. Manages the repair process on large scale, complex or persistent problems or critical systems through to problem resolution. Communicates status of repairs with managers, vendors and clients as needed.

18. Reviews and analyzes repair tickets and repair ticket trends to identify underlying problems; makes recommendations for changes to hardware, software and processes to prevent or reduce ongoing trouble reports and system outages.

MINIMUM QUALIFICATIONS

Either I

Experience:

The equivalent of two years recent full-time experience in the class of Telecommunications Services Coordinator II or an equivalent or higher classification in the County of Alameda classified service that provided telecommunications systems experience. (Non-classified includes District Attorney’s Office, Hospital Authority, and the Consolidated Courts.)

Or II

Experience:

The equivalent of four years full time experience in telecommunications positions, performing work related to VoIP (Voice over Internet Protocol) telephone switching systems, digital and Centrex telephone switching systems, implementation and installation of voice systems and services, telephone system administration and project management, voice or data network implementation and administration. A bachelor’s degree in telecommunications or a related discipline may be substituted for two years of work experience.

License: Possession of a valid California Motor Vehicle Operator’s license.

Special Requirements:

Must be on call after hours, weekends and holidays.

Must be able to obtain and maintain security clearance.


NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the “Examples of Duties” section of this specification.

Knowledge of:

• VoIP infrastructure and user applications, virtual VolP (softphones), bridging enterprise PBX functionality and features to cell phones technology, digital and Centrex telephone switching systems, applications, call accounting and voice messaging systems, Interactive Voice Response (IVR), Unified Messaging systems, and computer telephony integration (CTI) applications.
• Techniques and methods of telephone systems analysis.
• Telephone company tariffs; telephone traffic engineering; cable systems and facility requirements.
• Project management for voice and data telecommunications services and systems.
• Transmission systems used for voice and data transport, such as T1 and central office trunking.
• Personal computer office productivity and telecommunications applications.


Ability to:

• Analyze departmental functions to determine telecommunications service needs, identify options and make necessary recommendations.
• Determine space, conduit, electrical, and other requirements related to telephone and computer equipment installations.
• Conduct telecommunications studies and prepare comprehensive written reports.
• Learn a variety of business procedures including order processing, bill payment and chargeback processes.
• Work effectively with peers and managers of other data networking groups.
Maintain good working relations with officials, staff of other agencies and co-workers.
• Analyze data and information in order to determine consequences and to identify and select alternatives.
• Install and troubleshoot software needed to support remote maintenance of telephony platforms and peripherals.
• Communicate technical information to non-technical staff and customer departments.
• Operate a personal computer, using word processing, spreadsheet, database and remote connectivity programs.
• Communicate effectively both orally and in writing.
• Understand and make recommendations on E911 related regulations, technology and systems.
• Learn alarm and error reports on voice systems and ancillary equipment and systems used on the County’s voice network.
• Access voice platforms experiencing problems or outages to get information needed for fault detection and problem analysis.
• Learn and understand interconnectivity of software and hardware components comprising the County’s voice network.

CLASS SPEC HISTORY

JC:pf 1/22/02
Newspecs: 9282.doc
CSC Date: 5/8/02
CH: cs Revised 2/8/10
CSC Date: 3/10/10
CH:cs Revised 10/26/12
CSC Date: 11/14/12