The University of Southern Californiaâs (USCâs) Information Technology Services is seeking a talented Unified Communications (UC) Analyst with an exceptional commitment to service excellence to join its team. As the UC Analyst, you will be an integral member of the Network Engineering team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.
ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USCâs ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the universityâs mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.Â
We are looking for top talent to join us on our journey.
USCâs ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.
USC is the leading private research university in Los Angelesâa global center for arts, technology, and international business.Â With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Familyâthe faculty, staff, students, and alumni who make USC a great place to workâyou will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.
Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.
MINIMUM QUALIFICATIONS The candidate for the position of UC Analyst must meet the following qualifications:
Bachelorâs degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience.
Minimum of two years of experience in information technology, public relations, customer service, or higher education.
Ability to listen, understand, and resolve customer requests in a timely and comprehensive way.
Demonstrated ability to actively seek information from multiple and diverse sources when solving problems.
Experience working with digital, analog, and VoIP-enabled phones and network environments with extensive features.
Strong collaboration, communication, and technical documentation skills.
Experience supporting continuous improvement efforts for IT support processes, policies, and procedures.
Ability to tailor information for a variety of audiences, including detailed documentation and high-level summaries.
Ability to develop positive working relationships and a strong rapport with team members.
PREFERRED QUALIFICATIONS The ideal candidate for the position of UC Analyst has the following qualifications:
Bachelorâs degree in a relevant field such as computer science, computer information systems, etc.
Minimum of four years of experience in information technology, public relations, customer service, or higher education.
Experience troubleshooting Layer 2 telephony transports, such as ISDN PRI, T1, or DS-3.
Experience with service management software, such as ServiceNow, Pinnacle, Avaya Communications Manager, 2nd Nature, Avaya Aura messaging, Frontier Centrex Manager, AT&T Centrex Manager, ClearPass, or other similar technologies.
THE WORK YOU WILL DO
The Unified Communications (UC) Analyst provides phone and comprehensive portal communications support to a broad range of customers, partners, and key stakeholders in administrative and academic units. The UC Analyst is responsible for engaging with callers to understand inquiries and issues, coordinate technical resources to enable service delivery, and provide a timely and impactful resolution while delivering customer service excellence. As a member of ITS, the UC Analyst demonstrates ITS values in action.
The UC Analyst:
Provides end-to-end support of unified communications service requests. Communicates with customers effectively to understand service requests. Provides configuration support and effectively deploys field technical resources when required. Listens attentively to the customer. Empathizes and asks appropriate questions to identify needs and resolve issues. Shares timely information freely and openly across the organization.
Provides troubleshooting support excellence to campus customers by enthusiastically responding to service desk inquiries. Uses logic to make timely decisions around the escalation of issues. Leverages a deep working knowledge of telephony and common campus applications to facilitate timely and comprehensive issue resolution.
Delivers consistent, high-quality service by adhering to standard operating procedures, training materials, and leading practice guidance from team leaders. Actively adapts to a rapidly changing environment. Embraces and promotes changes to customer service processes as a result of continuous improvements. Accurately maintains billing records.
Makes sound and timely decisions when escalating service issues. Supports the investigation, troubleshooting, and resolution of a range of escalated business process and technology-related incidents by gathering detailed feedback, conducting an initial assessment, and providing summary reports to application and infrastructure teams.
Minimizes repeat problems by reporting identified patterns of service requests and providing inputs to standard operating procedures. Contributes actively and enthusiastically to the departmentâs growing knowledge base.
Contributes to an inclusive environment that values differences by building and maintaining collaborative relationships with team members, peers, and ITS leaders. Actively embodies ITS values and behaviors, including accountability, ethics, and best-in-class customer service. Contributes to a culture of trust and transparency by sharing timely information broadly, openly, and deliberately.
Supports the vision for Network Engineering. Works closely with team members and management to implement and support effective solutions for unified communications. Maintains currency with technology, standards, and best practices. Supports process improvement efforts within the team and across ITS.
Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.
MINIMUM QUALIFICATIONS The candidate for the position of UC Analyst must meet the following qualifications:â¢ Bachelorâs degree in a relevant field such as computer science, computer information systems, etc., or equivalent combination of education, training, and experience. â¢ Minimum of two years of experience in information technology, public relations, customer service, or higher education. â¢ Demonstrated experience providing excellent customer service.â¢ Ability to listen, understand, and resolve customer requests in a timely and comprehensive way. â¢ Demonstrated ability to actively seek information from multiple and diverse sources when solving problems.â¢ Experience working with digital, analog, and VoIP-enabled phones and network environments with extensive features.â¢ Strong collaboration, communication, and technical documentation skills.â¢ Experience supporting continuous improvement efforts for IT support processes, policies, and procedures.â¢ Ability to tailor information for a variety of audiences, including detailed documentation and high-level summaries. â¢ Ability to develop positive working relationships and a strong rapport with team members.
USC’s Viterbi School of Engineering has been one of the economic engines in Southern California and a vital hub in the California economy. The technical innovations and ideas generated by the Viterbi faculty and research community have resulted in countless innovations, many becoming the foundations for new companies, products and services. The thousands of students graduating each year bring new ideas and vitality to companies in California and beyond. With an annual research budget exceeding $205M each year, more than 46 research centers and institutes, more than 180 faculty members, 7,800 students and over 60,000 impassioned alumni world-wide, the Viterbi School is addressing some of the world’s great challenges.