UC Administrator

The University of Southern California’s (USC’s) Information Technology Services is seeking a talented Unified Communications Administrator with an exceptional commitment to service excellence to join its team. As the UC Admin, you will be an integral member of the Infrastructure Services team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE TEAM

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential.

We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

MINIMUM REQUIREMENTS

The candidate for the position of Unified Communications Administrator must meet the following qualifications:

• Bachelor’s degree or Combined experience/education as substitute for minimum education

• Five years of experience in in IT, communications, customer service and/or related fields

• Demonstrated experience providing excellent customer service.

• Proven ability to understand and resolve customer requests in a timely and comprehensive way.

• Demonstrated ability to actively seek information from multiple and diverse sources when problem solving.

• Experience supporting continuous improvement efforts for IT support processes, policies, and procedures.

• Experience tailoring information to a variety of audiences, creating detailed documentation and high-level summaries.

• Experience working with digital, analog and VoIP-enabled phones and network environments with extensive features.

• Exemplary collaboration, communication, and technical documentation skills, able to develop positive working relationships and strong rapport with team members.

• In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC’s Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication and accountability.

PREFERRED REQUIREMENTS

The ideal candidate for the position of Unified Communications Administrator meets the following qualifications:

• Experience troubleshooting Layer-2 telephony transports (e.g., ISDN PRI, T1, DS-3), and with service management software (e.g., ServiceNow, Pinnacle, Second Nature, ClearPass).

• Eight years of experience in in IT, communications, customer service and/or related fields

THE WORK YOU WILL DO

The Unified Communications Administrator performs system administration and configuration of cloud-based unified communications (UC) services (e.g., Zoom, Five 9) for a broad range of customers, partners, and key stakeholders in administrative and academic units. Identifies patterns of service requests and provides input to develop standard operating procedures.

The Unified Communications Administrator:

• Monitors UC systems and services for operation, performance and security Determines whether adjustments need to be made, conferring with technical support staff and vendors as appropriate.

• Responsible for on-boarding and off-boarding users and handling advanced features (e.g., Call Queue, shared lines, emergency configurations). Works with vendors to maintain appropriate level of support. Serves as a liaison between department and vendors to address customer experience and service-level agreements.

• Leads system troubleshooting, identifying hardware and software problems in a timely manner. Leverages telephony expertise and knowledge of common higher education.

• Maintains currency with emerging technologies and industry trends, contributing actively to the department’s knowledge base. Provides analytical and technical reports on UC system performance, health, availability and capacity using various performance monitoring tools.

• Develops and maintains appropriate system and process documentation. Generates reports for expense management and dashboard reporting. Formulates standards for system management.

• Promotes an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the USC Code of Ethics.

• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

Come join the USC ITS team and work as a trusted partner in shaping an environment of innovation and excellence.

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This position's annual base salary range is $105,000- $115,000. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, critical skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Minimum Education: Bachelor's degree Combined experience/education as substitute for minimum education Minimum Experience: 5 years Combined experience/education as substitute for minimum work experience Minimum Field of Expertise: Demonstrated experience providing excellent customer service. Proven ability to understand and resolve customer requests in a timely and comprehensive way. Demonstrated ability to actively seek information from multiple and diverse sources when problem solving. Experience supporting continuous improvement efforts for IT support processes, policies, and procedures. Experience tailoring information to a variety of audiences, creating detailed documentation and high-level summaries. Experience working with digital, analog and VoIP-enabled phones and network environments with extensive features. Exemplary collaboration, communication, and technical documentation skills, able to develop positive working relationships and strong rapport with team members.