Telecom Collaborative Services Administrator (PUBLIC SERVICE ADMINISTRATOR, OPT 3)

Position Title: Public Service Administrator Opt 3

Agency : Department of Innovation and Technology 

Closing Date/Time:

Salary: $7966-$11,759/Anticipated Monthly Starting Salary 

Job Type: Salaried 

County: Sangamon 

Number of Vacancies: 1 

Plan/BU: RC063 

This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.

All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.

Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.

Posting Identification Number 40899 

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as a Telecom Collaborative Services Administrator supporting the Enterprise Voice over Internet Protocol (VoIP) Service for DoIT. In this role you will support the Enterprise VoIP Service (including voice and contact center functionality including Bot integration and outbound dialing and texting campaigns), Web Conferencing Services and Video Conferencing Services for the DoIT Telecom Consultation and Procurement Unit in the Customer Service Center. If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team!

As a State of Illinois employee, you receive a comprehensive benefits package including:

• Competitive Group Insurance benefits including health, life, dental and vision plans
• Flexible work schedules (when available and dependent upon position)
• 10 -25 days of paid vacation time annually (10 days for first year of state employment)
• 12 days of paid sick time annually which carryover year to year
• 3 paid personal business days per year
• 13-14 paid holidays per year dependent on election years
• 12 weeks of paid parental leave
• Pension plan through the State Employees Retirement System
• Deferred Compensation Program – voluntary supplemental retirement plan
• Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

Essential Functions

30% Under general direction, serves as a Telecom Collaborative Services Administrator for the Department of Innovation & Technology (DoIT):

• Supports the Enterprise VoIP Service (including voice and contact center functionality including Bot integration and outbound dialing and texting campaigns), Web Conferencing Services, and Video Conferencing Services for the DoIT Telecom Consultation and Procurement Unit in the Customer Service Center.
• Reviews and facilitates complex requests for Collaborative Services ensuring requests meet established best practices for the DoIT Enterprise VoIP service.
• Provides technical consultation to other DoIT teams and end users regarding the use and support of DoIT Collaborative Services.
• Works in conjunction with the DoIT VoIP vendor to develop and deploy strategies for supporting existing DoIT Collaboration Services including the DoIT Enterprise VoIP core and its associated network connections and component hardware.
• Conducts research and development with VoIP vendor to identify and deploy new Collaborative Services offerings and equipment.
• Reviews and monitors the day-to-day operations for support of the Enterprise VoIP Service, including the vendor provided VoIP Support Team that is responsible for providing Architect, Quality Assurance, System Administration, Service Account Management, and Tier 2 and 3 Support services.
• Informs manager of issues, concerns, and problems and recommends/implements solution as directed.
• Meets with end users to provide service updates and collect input on satisfaction and future requirements.

20% Acts as a technical consultant for the procurement of Telecommunications Collaborative Services and equipment making recommendations for product and service solutions:

• Works with vendors and internal and external organizational support and operations groups to perform research and discovery work in order to develop a financial quote, system design, and Scope of Work documentation for agency to review and approve.
• Once approved, provides management oversight to ensure project is completed timely and efficiently within the established DoIT standards.
• Provides status updates to customer and DoIT management as described within policies and procedures.

Essential Functions Continued

15% Maintains system and performance documentation for the Enterprise VoIP service which includes Voice, Call Center, Webex, and Video services:

• Provides regular Enterprise VoIP service health check documentation as well as management reports upon request.

15% Serves as a liaison with vendors in the development, negotiation, and implementation of vendor contracts ensuring up-to-date contracts are in place:

• Coordinates negotiation of contracts, service and supply agreements, supplier development, and performance management for supported services.
• Provides input to management for vendor contract standards including technical and business requirements, performance guarantees, and service level expectations.

5% Serves as an escalation point for Collaborative Services repair issues including diagnosing problem source and coordinating with internal organizational support and operations groups and/or with vendors to identify cause and implement appropriate corrective actions to resolve issues:

• Uses diagnostic tools to isolate user problems, gathers documentation of information for root cause analysis, and coordinates support from other internal and external support organizations and vendors to ensure prompt resolution of issues due to failures and unsatisfactory service.
• Escalates issues and provides notification and updates to customer, agency contacts and DoIT management in accordance with procedures.

5% Participates in the development of methods and procedures and training programs to improve skill levels of staff associated with the CSC Enterprise and Collaborative products, services, and processes

5% Keeps abreast of new developments in the Information Technology (IT) field:

• Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and remain current on IT/VoIP products, vendors, techniques and procedures.
• Attends demonstrations and exhibitions related to assigned operations.

5% Performs other duties as required or assigned which are reasonably within the scop of duties enumerated above.

Minimum Qualifications

1. Requires knowledge, skill, and mental development equivalent to four (4) years of college.

2. Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in the fields of management information systems, data processing, or telecommunications.

Specialized Skills

1. Requires three (3) years of professional experience in telecommunications coordination, sales, installation, or repair.

2. Requires three (3) years of professional experience with Cisco VoIP and Collaborative services such as voice, video, and web conferencing.

Preferred Qualifications

1. Three (3) years of professional experience in telecommunications coordination, sales, installation, or repair. 

2. Three (3) years of professional experience with Cisco VoIP and Collaborative services such as voice, video, and web conferencing.

3. Extensive knowledge of various voice, data, video, and/or wireless concepts and principles. 

4. Extensive knowledge of advanced services including Bot integration, outbound dialing, or texting campaigns. 

5. Ability to analyze and diagnose system issues and coordinate efforts to resolve. 

6. Developed verbal and written communication skills to present information to others with clarity and precision.

7. Ability to maintain satisfactory working relationships with others.

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position. 

• Requires the ability to verify identity.
• Requires employment authorization to accept permanent full-time position with State of Illinois.
• Requires the ability to pass a position specific, agency required background check.
• Requires the ability to travel in performance of duties.
• Requires the ability to work overtime including scheduled, unscheduled, short notice, evening, weekends, and holidays.
• Requires the ability to serve in an on-call capacity.
• Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.
• Requires the ability to lift and carry objects or equipment weighing up to 20 pounds This is considered light work as defined by the U.S. Department of Labor (20 CFR 404.1567(b)). Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds.
• Requires adherence to the revolving door restrictions outlined in 5 ILCS 430/5-45. Consequently, employees should be aware that in the event of receiving a non-State employment offer during state employment or within one year immediately following the termination of State employment, they are required to inform the Office of the Executive Inspector General for the Agencies (OEIG) of the Illinois Governor before accepting such non-State employment. Failure to notify the OEIG may result in the imposition of a fine.
• Requires compliance with the provisions outlined in section 4A-101 of the Illinois Governmental Ethics Act, necessitating the occupant of this position to file of a Statement of Economic Interest. Pursuant to the Illinois Governmental Ethics Act (5 ILCS 420/4A et seq.), specific state officials and employees are required to annually submit Statements of Economic Interest to the Office of the Secretary of State, which will be accessible to the public for examination and copying. Employees subject to this requirement must also file a Supplemental Statement of Economic Interest with the Executive Ethics Commission, as specified in Executive Order 15-09. Failure to submit these statements in a timely manner may result in fines and penalties.

The conditions of employment listed are incorporated and/or related to any duties included in the position description. 

Work Hours: Monday-Friday 8:30am-5:00pm 

Work Location: 201 W Adams St, Springfield, Illinois, 62704-1874 

Agency Contact: 

Brittany Vespa

Email: Brittany.Vespa2@Illinois.gov

Posting Group: Leadership & Management 

Revolving Door:

Certain provisions of the revolving door restrictions contained in 5 ILCS 430/5-45 apply to this position. As a result, the employee should be aware that if offered non-State employment during State employment or within one year immediately after ending State employment, the employee shall, prior to accepting any such non-State employment offer, notify the Office of the Executive Inspector General for the Agencies of the Illinois Governor (“OEIG”) or may be subject to a fine.

Statement of Economic Interests: 

This position is subject to Statement of Economic Interests filing as required by the Illinois Governmental Ethics Act. 

This position DOES contain “Specialized Skills” (as that term is used in CBAs).

The Department of Innovation & Technology (DolT) is the state’s IT agency delivering an enterprise approach to statewide technology, innovation and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.

APPLICATION INSTRUCTIONS

Use the “Apply” button at the top right or bottom right of this posting to begin the application process.

If you are not already signed in, you will be prompted to do so. 

State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the Illinois.jobs2web.com homepage in the blue ribbon. 

Non-State employees should log in on the using the “View Profile” link in the top right of the Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account.

If you have questions about how to apply, please see the following resources:

State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid

Non-State employees: on Illinois.jobs2web.com – click “Application Procedures” in the footer of every page of the website.

The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses:

• donotreply@SIL-P1.ns2cloud.com
• systems@SIL-P1.ns2cloud.com

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