Position Description
Performs a variety of complicated tasks. Facilitating information gathering sessions to capture business requirements and business processes related to information technology solutions. Experience facilitating review session(s) to discuss the draft document and determine the appropriate revisions. Experience preparing documents for the design of solution components that meet user/system requirements, including the selection of alternative approaches. Experience facilitating technical design sessions to translate business process and business requirements into technical design requirements. Experience working with diverse group, consensus building and team building. Develop deployment strategies and plans for large, medium and small migrations to possibly new infrastructure platforms.
Skills Required
1. Ability to work independently with various department staff, other state, local and federal agencies to accomplish goals and meet extensive deadlines. 2. Knowledge of current Telephony services and Technologies. 3. Knowledge of Avaya and/or Cisco platforms, call center features and operations. 4. Ability to resolve technical telecommunications problems utilizing multiple vendors/contractors. 5. Ability to communicate effectively, both verbally and in writing. 6. Ability to function under pressure and maintain composure in chaotic situation to resolve service related issues. 7. Understand Call Center features; such as, Automatic Call Distributions (ACD), Call Vectors, and Vector Directory numbers (VDN). 8. Ability to develop work and call flows 9. Excellent customer service skills 10. Work with multiple network platforms, such as; WAN, WLAN, Security, Voice, and Video 11. Disseminate information effectively to all teams and customers 12. Understand a large and complex network environment 13. Skills Preferred 14. Microsoft Project, Microsoft Office, Visio, SharePoint, ChangePoint and/or software tools for tracking projects and recording pertinent information. 15. Excellent customer service skills 16. Professional and positive attitude 17. Avaya and Cisco telephony and IPT 18. Understanding how networks work in a complex environment 19. Ability to extrapolate the correct information from customers on projects
Skills Preferred
Experience Required
Project Manager Experience with 5-10 years managing multiple teams and multiple projects. Ability to effectively communicate with Subject Matter Experts, Technicians, IT Managers (Business, Facilities, WAN, LAN, WLAN, Security, Voice, VoIP, and WebRTC), Vendors and Customers. Possessing excellent writing skills. Lead and direct others may include, Project Coordinators, Business Analysts, and Project Managers. Ability to function in a large and complex IT environment and possess a wide degree of creativity and latitude is expected.
Experience Preferred
Education Required
Bachelor's Degree