UCC Systems Administrator

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS

• Troubleshoot incidents and problems.

• Perform routine configuration changes per change requests.

• Test routine software and hardware configuration changes following established change management processes and procedures.

• Maintain system, infrastructure, training, and support documentation for existing applications.

• Support senior staff with software and hardware patches, updates, and upgrades.

• Support Dev Ops Manager on design, installations and configurations, system testing, deployments, “Go-Lives” as well as post-Go-Live activities.

• Participate in the on-call support rotation.

• Self-directed, takes initiative, seeks out opportunities and innovative solutions.

• Continuously assesses and accepts risks and able to learn from mistakes.

• Excellent ability to work within a team where decisions and responsibilities are shared.

• Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.

• Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.

• Ability to comply with IT industry best practices such as ITIL and Lean/Agile methodology.

• Ability to discern and resolve the root cause of problems in complex environments.

• Ability to use critical thinking skills to analyze the impacts of changes on systems and take the necessary steps to ensure successful implementation while minimizing impacts.

• Ability to support enterprise-wide communication and collaboration solutions such as ACD (Automatic Call Distributor), contact centers (e.g., Genesys Cloud), VoIP within the contact centers, and communication and collaboration tools (e.g., iAsana, Obeya, Atlassian Jira/Confluence).

• Knowledge of operating systems such as Microsoft (MS) Windows, Apple OSs, MS or Cloud server/VMs, as well as Android and Apple iOS.

• Knowledge of the telecommunications industry and telephony/ACDs desired.

• Knowledge of client/server, Cloud software, and Software as a Service (SaaS) environments, and reporting tools.

• Ability to train users in informal and formal environments.

• Ability to perform SLA monitoring and conflict resolution.

• Ability to manage, prioritize, and track multiple assignments and meet deadlines.

• Intermediate level knowledge of office productivity applications (e.g., O365, Jira, SharePoint, Microsoft Teams, etc.)

• COMPETENCIES:

  • ACCOUNTABILITY
  - Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

  o Self-directed, takes initiative, seeks out opportunities and innovative solutions.

  o Continuously assesses and accepts risks and able to learn from mistakes.

  • BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.

  • COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

  o Excellent ability to work within a team where decisions and responsibilities are shared.

  • COMMUNICATION
  - Conveys thoughts and expresses ideas appropriately and professionally.

  o Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.

  o Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.

  • COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.

  • CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

  • RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

  • RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

  o Ability to comply with IT industry best practices such as ITIL and Lean/Agile methodology.

  o Ability to…