Telecommunications Analyst in San Francisco State University

Institution: San Francisco State University
Location: San Francisco, CA
Category: Admin – Computing – Other
Application Due: Open Until Filled
Type: Full-Time
Date Posted:January 18, 2019


Working Title Telecommunications Analyst

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit for more information on SF State’s policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing

San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a “designated position” in the California State University’s Conflict of Interest Code. The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.


Information Technology Services

Appointment Type*

This is a one year probationary position.

Time Base*

Full-Time (1.0)

Work Schedule*

Monday to Friday:8:00 a.m. – 5:00 p.m.

Anticipated Hiring Range*

$7,060.00 – $7,390.00 Per Month ($84,720.00 – $88,680.00 Annually)

Salary is commensurate with experience.

Position Summary*

The incumbent serves as the telecommunications specialist, demonstrating expertise in Telecommunications Systems, IP Telephony (VoIP) and Unified Communications technologies including but not limited to Cisco, NEC, Avaya, and MS Lync platforms. The incumbent will serve in various engineering, deployment and operational roles and will manage information technology projects of varied complexity for enterprise-scaled deployments and migrations. Responsible for day-to-day support of over 5,000 end users, ACD, UC, Voicemail systems, E911 directory updates, PCR360 records updates, telecom management tools, operations analysis, providing installation, configuration, and support services in a multivendor telecom environment. The incumbent maintains continuous operations in a 24 hours a day, 7 days a week production environment. The incumbent is responsible for prioritizing projects and service requests and coordinates support work across campus individually and as part of a team.

Position Information

Telecommunication Administration Services Campus Wide

Troubleshoot telecommunication issues campus wide including issues related to multiple facets of technology involving topology and protocols
Collaborate closely with network, systems, identity management, web, applications , security and other ITS teams to provide technical solutions that meet the academic and administrative needs of the University
Coordinate with vendors to isolate and resolve issues
Recommend and modify telecommunication equipment, tools, and professional services to improve efficiency and cost effectiveness
Maintain telecommunication equipment inventory
Communicate availability and outages of telecom services across campus
Manage workflow via ServiceNow and PCR360 ticketing queues
Participate in the design of telecommunication solutions for voice applications with appropriate redundancy and high availability
Lead campus-wide Unified Communication services deployment
Provide technical advice and consultation for telecommunications projects and service improvements
Telecommunication Projects

Gather business requirements for telecommunications projects and efficiently translate them into technical requirements
Participate in the development and implementation of new telecommunication services
Participate and/or co-chair CSU-wide technical committees
Perform telecommunications related installations, changes, service repairs, infrastructure upgrades, renovations and department moves
Monitor telecom systems performance, service outages, configuration changes, and error reports to provide proactive remediation of potential problems
Routinely evaluate systems capacity to ensure the infrastructure meets the needs of the campus community, such as audit of campus PBX¿s, SBC gateways, SIP trunks
Work on other projects as assigned commensurate with incumbents¿ experience and expertise such as emergency phones migration to 1MB lines
Develop and Maintain Telecommunications Documentation

Develop and maintain detailed documentation related to telecommunications policy and procedure including but not limited to installations, solutions, configurations, maps, diagrams, operations and best practices, such as ACD audit and documentation
Minimum Qualifications*

To enter this classification, a basic foundation of knowledge and skills in technical, information network systems is a prerequisite. This foundation would normally be obtained through a bachelor’s degree in computer science, engineering, industrial technology, telecommunications or a related technical field, or equivalent training and experience. Foundation knowledge and skills for the Network Analyst include a basic knowledge of telecommunications and transmission technologies, including network architecture, topologies, protocols, programming applications and interfaces appropriate to the defined work area and assignments. Based on specialized assignments, a position may also require background, and/or licensure if required, in computer operating systems, broadcast network functions, or telecommunication switching systems.

Further progress within this classification is based on department need and work assignments requiring higher levels of skills and knowledge.

The career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills.

Preferred Qualifications

A Bachelor’s degree in Computer Science or Engineering and five to seven years of professional experience working with unified communications systems. Excellent written and verbal communication skills. Excellent customer support skills. Working knowledge of structured cabling and MS Office applications. At least two years of project management experience that includes all stages of project design. Proven success supporting high demand, client-focused, enterprise-wide telecom solutions. Strong knowledge of telecommunications tools and technologies. Highly organized and detail-oriented. Demonstrated ability to work well independently and in a team environment. Experienced with technology solutions, migrations, and documentation of deployed voice solutions and able to create new IT policies and procedures. Has analytical and problem-solving skills and able to successfully balance projects with competing priorities.

Experience with the following: PBX switches, NEC switches (IMX, SV9k), Cisco CallManager, Avaya Communications Manager, Cisco Unity, NEC Octel, Skype for Business. H.323/ISDN-PRI (SRST), SIP, MGCP, QoS, TCP/IP, Conferencing, Music-On-Hold (MoH), ACD, Hunt Groups, Voicemail trees, Transcoding, Media Termination Points (MTP), Extension Mobility, E911, analog gateways (NEC, Cisco), PRI trunking, SIP, PCR360 call detail and cabling records database, auto-attendant, MS Exchange, Fax over IP, Teleconferencing, E911, Polycom IP phones, Cisco IP Phones, NEC (digital, analog, VoIP), emergency phones, courtesy phones, soft phones (Windows, Mac OS, Mobile Devices, Linux). MS Office, MS Visio, MS Project, ServiceNow ticketing system, AutoCAD.

Core Competencies – embody the following competencies:
Bias toward collaboration and teamwork.
Effective communication skills.
Customer/Client Focus with an emphasis in problem solving and resolution.
Personal effectiveness and credibility as demonstrated by interpersonal and professional confidence.
Diversity and inclusion.

License/Certification Required

One or more certifications in the following technologies: Cisco, Alcatel-Lucent, NEC, Microsoft or Avaya.


The incumbent will be required to be available when called after work hours to respond to critical telecommunications issues. The incumbent must be able to install equipment (up to 30lbs) onto racks.

Pre-Employment Requirements

This position requires the successful completion of a background check.


Threaded through our Total Compensation package is a commitment to Bridging Life’s Transitions. SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University’s commitment to attract, motivate and retain our employees.

CSUEU Position

Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.

How To Apply


Submit an online application and upload in one file attachment your resume, cover letter, describing your specific qualifications for each position AND three (3) professional references who can comment upon your education and/or job related experience.


The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.


Contact: San Francisco State University

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