Emory

IT Coordinator III

Job Number
87761
Job Type
Regular Full-Time
Division
Office Information Technology
Department
OIT: IT Coordinators
This position may involve the following Health and Safety issues:
Not Applicable
Job Category
Information Technology
Campus Location (For Posting) : City
Atlanta
Location : Name
Emory Campus-Clifton Corridor

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Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of our academic community.

Description

Emory University's Office of IT is seeking an IT Coordinator III to join their team!

 

JOB DESCRIPTION:

  • Supports call center needs and applications including Call Tree Vectoring.
  • Supports and fulfills customer requests for voice and data telecommunications services.
  • Arranges moves, adds and changes (MACs) of services and provides guidance to customers to resolve issues.
  • Coaches and supports peers on technical issues.
  • Consults with enterprise-wide departments to select and configure call center devices and supports and initiates projects for large installs in new and renovated spaces.
  • Receives complex MAC requests to determine scopes of work.
  • Creates Work Orders (WOs) to initiate the service request process and to document request details.
  • Demonstrates proficiency with Voice over Internet Protocol (VoIP) technology to program and activate routine and complex telephony features and to ensure successful equipment interaction with peripherals.
  • Monitors ticket queue to identify and assign requests.
  • Receives service request escalations from CS staff to resolve complex issues. Updates ticket progress status to manage time requirements and to meet service level agreement (SLA) expectations.
  • Interacts with IT departments to support incident and outage resolutions.
  • Receives incident and outage escalations from CS staff to resolve complex issues.
  • Evaluates customers current services to recommend updates to existing equipment and service.
  • Supports renovation and new campus construction projects to provide communications services installs.
  • Examines switch information to determine billing and service issues and to support audits and reconciliation.
  • Acts a liaison between CS and IT departments to resolve issues and correct billing and installations.
  • Provides voice and data expertise to increase Coordinator staff skill levels and understanding.
  • Assigns Coordinator staff to support project initiatives.
  • Trains Coordinators to ensure understanding of systems, network, equipment and procedures.
  • Provides CS department back-up to maintain service levels and perform quality assurance.
  • Develops reports using systems tools to reconcile call center charges and ports utilized by customers.
  • Performs, oversees and recommends audit functions to ensure service records accuracy and SLA compliance.
  • Develops traffic study reports to provide usage data to customer and UTS Finance and Administration Billing group.
  • Interacts with IT departments to resolve non-routine and complex issues.
  • Performs formal and informal customer training to explain and demonstrate voice features and functionality.
  • Performs other responsibilities as required.
  • Call center experience preferred
  • Call tree vectoring experience
  • Call center workforce management experience (Verint, Avaya CMS, etc)
  • Role requires 24x7 on call

MINIMUM QUALIFICATIONS:

  • A high school diploma

AND

  • Five years of relevant IT experience that includes communications experience in a voice/data network environment and experience in a customer service environment, OR an equivalent combination of education, training, and/or experience.

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University location as needed.  Emory reserves the right to change this status with notice to employee.

Emory Supports a Diverse and Inclusive Culture

To ensure the safety of our campus community, the COVID-19 vaccine is required. For more information on the University and Hospital policies and potential exemptions, please see our website.
Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.
Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.

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