Voice Operations Analyst I, Voice Devices, PDHIS

Voice Operations Analyst I, Voice Devices, PDHIS

BC Clinical & Support Services

Burnaby, BC

Within the context of a shared services initiative between Vancouver Coastal Health (VCH) and Providence Health Care (PHC), the Telecommunications Specialist is responsible for planning, implementing and maintaining a complex voice communications infrastructure for designates sites including development, testing and implementation of new designs and enhancements to telecommunications systems. Performs project management duties for planned or proposed voice telecommunications upgrades, expansions and applications and performs telephone repair, moves, adds and changes. Ensures efficient operation of the voice network, provides technical and troubleshooting support and liaises with vendors for major PBX and network engineering requirements. Provides related training and orientation.

What you’ll do

• Performs project management duties for planned or proposed voice telecommunications upgrades, expansions, and moves by conducting needs analysis to establish a clear understanding of departmental operational requirements, processes and work flow. Recommends technology solutions specifying hardware and software, determining installation requirements, providing time and budget estimates/benefits, coordinating project information with other IMIS team members and departments, and coordinating the installation with users and vendors.
• Analyzes voice network, PBX and voicemail system reports for utilization levels to confirm that established services levels and forecasted and project-based growth requirements are met to ensure efficient operation of the voice network. Provides assessment and recommendations to Regional Manager.
• Liaises with and provides direction to telecommunication suppliers in over-seeing changes to existing service, new installations, maintenance contracts, voice mail administration and service issues.
• Manages communications aspects of hardware facility relocation projects and provides problem analysis and resolution on existing services and new installations.
• Performs telephone repairs, moves, adds and changes, programs voicemail passwords, test software configuration changes, and provides technical and troubleshooting support related to PBX, Voicemail and paging systems utilizing dial-up modem access in order to resolve technical problems. Visits remote sites as required.
• Ensures operational communications needs are met for voice systems and network shutdowns by assessing user implications, providing back up solutions and resources scheduling.
• Develops, implements and maintains polices and procedures for the installation and maintenance of telecommunications services by documenting new processes and enhancements and liaising with other voice telecommunications team members across VCH.
• Keeps abreast of developments in network and standard application software, identifies product upgrades, evaluates new products or enhancements and makes selection recommendations based on user requirements. Analyzes vendor changes and enhancements by assessing the impact on existing systems and suitability for new systems implementation.
• Provides user orientation and training on voice telecommunications systems as required through methods such as determining training requirements, writing procedural handouts, orientating group/individuals to ensure users are informed of required applications and training is adapted to requirements of specific area.
• Maintains currency in technology knowledge and skills by researching information in Web sites and trade journals, meeting with vendors and networking with outside contractors.
• Provides on-call service when required by consulting by telephone or working non-normal hours to resolve problems.
• Performs other related duties as assigned.

What you bring

Qualifications

• Grade 12, completion of post-secondary telecommunications courses plus four years' recent related experience, or an equivalent combination of education, training and experience. Post diploma training in a major PBX administration and reporting tool.
• Ability to plan, organize, problem solve and prioritize work.
• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively.
• Ability to work with project management, office and design tools.
• Physical ability to carry out the duties of the position.
• Ability to utilize effectively related hardware and software systems

Skills & Knowledge

• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-Time
Wage: $43.18 / Hour
Location: 1795 Willingdon Ave, Burnaby, BC V5C 6E3
Closing date: Applications accepted until position is filled
Hours of Work: 0800-1600 (Monday to Friday)
Requisition # 175170E

What we do

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently marginalized groups identified under the B.C. Human Rights Code.

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya'kula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca.

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca  

Please note the internal job posting will no longer be accessible after the expiry date of November 12, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.