Job Description The Voice System Administrator is a problem solver in their area and is focused on assessing a problem or business need and executing a means to fix it, improve it or manage it. To analyze and administer Voice Services systems associated subsystems and equipment, including planning and implementing systems/software upgrades, and conducting programming and configuration changes. Responsibilities 1.Analysis and Research
- Investigate operational or business problems and propose solutions.
- Ensure compliance with Navy Federal Credit Union ISD standards and best practices.
- Solve business problems by defining the problem, interviewing stakeholders, identifying and evaluating alternatives, and presenting the findings.
- Present complete and organized documentation of processes, systems, and data.
- Identify and analyze opportunities for new and/or improved processes, data, or technology; provide clear picture of possible outcomes.
2. Process Definition
- Define the core work definitions / operating model, demonstrating the step-by-step life cycle of the process and document the execution process flows.
- Leverage consistent templates, tools and organizational strategy to define ISD processes and ensure practices and processes are standardized and repeatable.
- Drive industry benchmarking regarding best practices and continuous improvement.
3. Process Improvement
- Identify and champions opportunities for new and/or improved processes.
- Separates and combines tasks into efficient workflow to improve operations and overall performance of supported processes.
- Participate in efforts to build the short and long-term infrastructure of the respective business domain knowledge.
- Provide input into best practices for the respective business area.
- Assist with evaluating and recommending changes to standard Navy Federal templates and methodologies.
- Learns, remains current on, and communicates best practices and trends in business and technology.
4. Business Area Focus
- Serve as liaison and / or subject matter expert in respective business area.
- Collaborate constructively with peers, business units and/or project teams, and vendors to ensure business needs are fully communicated, documented and satisfied.
5. Communication
- Provide consistent, concise, relevant, reliable and timely information to all appropriate internal and external audiences/stakeholders through a variety of media
- Ensures accuracy of information to enable effective business decisions.
- Frame message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience.
- Seek input from audience; confirm checks understanding; presents message in different ways to enhance understanding.
6. Voice Services Analysis Responsibilities
- Plan, implement, operate and maintain Navy Federal's Voice Services and associated subsystems and equipment. Program system software, monitor system performance and make recommendations to improve system performance and lower costs. (at advanced levels)
- Conduct detailed system analysis and develop procedures for system management.
- Customize and administer Voice related software applications management to include planning and implementing upgrades, system configuration management, programming, and maintaining system through all phases of system software/hardware life cycles.
- Research, analyze, and resolve problems and system events, issues and/or program deficiencies.
- Provide consulting, support services and training to customers (internal business groups).
- Performs other related duties as assigned.
Qualifications
- Bachelor's Degree in a related field, or the equivalent combination of education, training and experience.
- 1- 3 years of Cisco CUCM programming experience.
- Ability to work and collaborate with all levels of management, staff and vendors.
- Ability to present findings and conclusions clearly and concisely.
- Ability to exercise initiative, produce desired results and achieve objectives.
- Experience that demonstrates knowledge and skill in domain area.
- Effective planning and organizational skills.
- Effective research, analytical, and problem solving skills.
- Effective verbal, written and interpersonal communication skills, including skill in in negotiating and persuading others.
- Experience that demonstrates knowledge and understanding of Voice and Data communication concepts, installation and maintenance .
- Knowledge of Telephony Communications via Analog and Digital transmissions.
- Strong knowledge of Voice circuits, ARS analysis and AT&T Business direct and Route-it.
- Experience with Unimax UC management and Calero VeraSmart call accounting software.
Level 1:
- Applies general professional-level knowledge and principals of function to solve problems requiring the identification and analysis of non-routine factors.
- Typically assigned to small projects or a phase of a larger project.
- Carries out routine and semi-routine tasks.
- Follows established policies, procedures, and/or methodologies as required for analyst role.
- Works closely with resource manager for guidance and supervision.
- Receives guidance or expertise from supervisor or higher-level staff.
- Demonstrates knowledge of analysis techniques and concepts.
- Basic experience in IT solution creation and delivery with increased business intelligence.
- Ability to apply sound judgment in analyzing and organizing problems.
- Effective interpersonal, verbal, and written communication skills.
- Developing understanding of the systems development life cycle.
- Ability to exercise initiative, produced desired results, and achieves objectives.
- Experience using MS Office products.
- Experience that demonstrates knowledge and understanding of tools and techniques necessary for the position.
Hours: Monday - Friday, 6:30AM - 3:00PM Location: 820 Follin Lane, Vienna, VA 22180 | 141 Security Drive Winchester, VA 22602 About Us Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
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Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability
Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.