Job Description The Communication & Network Technology Analyst 3 will support the ongoing transition of traditional voice services, including Centrex and PBX, to a UCaaS VoIP environment utilizing Zoom Phone. This individual will work closely with internal voice/network teams and campus departments to understand existing voice services, identify customer needs, and help plan and execute department and location-specific migrations to the new telephony environment.

Key Responsibilities:

Support the transition of traditional Centrex and PBX voice services to Zoom Phone.

Partner with campus departments and end users to identify existing voice services, understand requirements, and determine appropriate configurations within the new telephony environment.

Utilize existing voice service information to plan and implement department and location-specific service rollouts.

Configure and maintain Zoom Phone services and settings.

Collaborate with the voice engineering team to develop configurations that meet customer requirements.

Use ServiceNow to manage work-related tasks and maintain accurate service information.

Develop internal and customer-facing training materials and documentation for new Zoom-based telephony services.

Coordinate with other communications and network teams on the implementation of VoIP device connections and services.

Work with field technicians to ensure voice services are deployed accurately and in a timely manner.

Provide Tier 2 support for voice customers by troubleshooting incidents, resolving tickets, and fulfilling service requests across both traditional/PBX and Zoom-based phone services. Skills and Requirements Experience working with traditional enterprise voice services, including technologies such as AT&T Centrex and Avaya PBX.Hands-on experience managing Zoom Phone services and working with Zoom administration tools.

Experience with ServiceNow and/or other IT Service Management platforms.

Strong knowledge of professional communications and networking concepts, with the ability to independently troubleshoot and resolve technical issues.

Ability to gather, organize, and analyze information to complete technical assignments.

Strong problem-solving skills and ability to exercise independent judgment when resolving issues.

Ability to communicate technical information effectively to both technical and non-technical stakeholders at varying levels of an organization.

Self-motivated with the ability to work independently as well as collaboratively within a team.

Ability to learn new technologies and processes effectively while meeting deadlines.

Bachelor's degree in a related field and/or equivalent experience or training.

Must be able to appropriately safeguard sensitive and confidential information and follow applicable data protection/privacy policies.

Must pass a background check.

Higher Education Experience. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.