Sr. Telecommunications Analyst I (II)

Flexible Work Arrangement: Hybrid

The (Sr.) Telecommunications Analyst is responsible for ensuring a consistent and effective operation of PJM's voice networks, both internal and external, including PBX, voice mail, Automatic Call Distributor (ACD) and associated telephony infrastructure components. The Analyst is responsible for design of PJM's voice network, both internal and external. The Analyst is responsible for demonstrating leadership qualities in the form of being able to manage complex tasks or projects involving people and technology from various areas of the business.

Essential Functions:

• Design, distribute, install, test, maintain, and operate robust, expansible, telecommunication systems, links, and infrastructure for use within PJM and for communicating with our member companies.
• Assure current documentation on all telecommunication systems.
• Monitor overall telecommunications systems performance, identifying poor quality lines, circuit utilization, cost reduction initiatives and service improvement opportunities.
• Provide ordering, training, and consulting expertise on telecommunication services which include telephone hardware and software, automatic call distribution, voice menu services and voice mail.
• Identify and manage problems occurring on components of the telecommunications infrastructure.
• Design, distribute, install, test, maintain, and operate PBX, switch, and phones located at all PJM sites. Perform system administration functions (including custom operating system installation) on all PJM PBX platforms. Recommend placement and configuration of PBX, switch, and phones.
• Design, distribute, install, test, maintain, and operate telecommunications tools used on critical systems and the PJM voice and data networks.
• Implement, administer, and audit IT security to determine compliance with security practices. Evaluate IT telecommunications assets and identify how to protect them.
• Conduct research and design of solutions.
• Activate and verify implementation of new solution through testing and gaining of customer acceptance of solution.
• Maintain and communicate change information for all telecommunications platforms.
• Service Level Agreement development and maintenance.
• Conduct vendor proposal evaluation relative to all aspects of telecommunications to be developed and utilized.
• Use business knowledge and technical expertise to provide technical advice and assistance to PJM customers.
• Propose and implement standards needed for the reliable operation of both data and voice telecommunication links.
• Build and develop strong relationships with ITS business area clients by providing superior customer support as demonstrated by clearly owning, resolving and communicating issues and problems; being responsive to needs, requirements, and deadlines; and generally promoting goodwill in a professional and trust-building manner.
• Provide periodic 7x24 on-call support
• Support Corporate Audio Visual initiatives, including Unified Communications solutions such as Skype for Business and Polycom solutions.

• Bachelor's Degree in Computer Science , Engineering or equivalent work experience
• At least 5 years of experience Systems Management, Telecommunications support, and telecommunications systems administration
• At least 5 years of experience Support of Nortel CS1K, Avaya, BT or Cisco based PBX Telephony infrastructure including Contact Center, Voicemail and Call-Recording platforms
• At least 5 years of experience Experience with Session Initiated Protocol (SIP) technology
• Ability to produce high-quality work products with attention to detail
• Ability to communicate effectively in a team environment
• Experience in quantitative and qualitative analysis
• Experience using verbal and written communications skills
• Ability to use Microsoft Office Suite (MS-Word, MS-Excel and MS-PowerPoint)

• Master's Degree in Business Administration (MBA)
• 0-5 years of experience experience or familiarity with Cisco based Network Technologies, including routers, switches and firewalls
• Experience with PJM operations, markets, and planning functions
• Experience supporting any PJM Committees