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University of Wisconsin - Madison

Position Vacancy ID: 83582
Title: ADMIN TELECOM SPEC

Working Title:Order Writer
FTE:1
Schedule - Range:07-04
Organization:INFORMATION TECHNOLOGY - NETWORK SERVICES
Schedule
Comment:		Monday through Friday, 7:45 am - 4:30 pm

Job Summary:This position is located within the University of Wisconsin-Madison (UW-Madison) Division of Information Technology (DoIT), Network Services Department, Network Applications group. Network Applications is responsible for the delivery of voice technology, services and equipment to meet the needs of UW-Madison academic, research, and administrative units. The technologies and services supported include, but are not limited to, Centrex, ISDN, ACD, voice-enabled directory assistance, long distance, toll free, E911, voice mail, broadcast messaging, and cellular.

This position is responsible for managing the procurement (delivery and integration) and administration of centrex, 1MB, ISDN (BRI and PRI), toll free, cellular, voice mail, special circuits, and other telephone-related services, as well as Network Applications-related policy and procedure coordination and adherence for UW- Madison. This position contributes to the management of the computerized switching system (CentrexMate) and all UW- Madison-specific telephone databases. It provides telephone-related ordering and service information, including financial, to campus departments and assists in the resolution of repair problems.

This position works primarily with campus customers, vendors, and DoIT Network Applications, Field Services, and Billing staff, under the general guidance of the Network Applications manager.

 

Goals and Worker Activities

A.50%Procurement of telephone services
1.Provide quality and timely customer service to all campus departments.
2.Create work orders for moves, adds and changes, based on requests from campus departments, using the MySoft integrated telemanagement system.
3.Evaluate campus service requests for accuracy, proper funding, and appropriate authorizations. Communicate with campus users for clarification or redirect them to other campus departments (e.g., DoIT Help Desk, Physical Plant).
4.Using appropriate decision-making methodologies, on a daily basis prioritize customer requests and determine due dates.
5.Schedule the day-to-day provision of telecommunications service orders with appropriate telephone companies or vendors.
6.Coordinate the installation schedule of telephone service orders with appropriate DoIT groups.
7.Manage complex projects, as well as simple orders, by monitoring the status of pending orders to ensure proper completion, including the meeting of deadlines.
8.Verify that requested equipment and features are installed for all orders, and that service is working properly. Work with vendors and DoIT staff to correct a wide array of issues.
9.Administer deletions and changes to AT&T telephone book white pages.
10.Consult with departments on voice mail needs, including Web PhoneManager. Provide initial consultation on advanced voice mail applications and refer customers to voice technologists as appropriate.
11.Administer additions, deletions or changes of voice mail service. Maintain appropriate confidentiality when dealing with sensitive situations.
12.Identify and resolve voice mail user problems. Provide expertise to all levels of users.
13.Administer the voice mail password policy.
14.Maintain the voice mail inventory database to ensure that accurate billing information is available.
   
B.15%Management of the computerized switching management system (CentrexMate)
1.Administer additions, deletions or changes.
2.Accurately determine when swaps are appropriate. Schedule and process swaps.
3.Run reports as necessary or as requested to determine accuracy of telephone line configurations or produce needed information.
4.Consult with departments for clarification of information on telephone feature request forms.
   
C.15%Resolution of repair problems
1.In response to trouble reports, perform first level troubleshooting by thoroughly checking relevant databases for information to determine the nature of problems and then assisting Field Services repair/dispatch person or voice technologist in their resolution.
2.Advise and support campus departments in the resolution of telephone service-related problems.
3.Work with vendors when appropriate in the identification and/or resolution of telephone-related problems.
   
D.5%Provision of financial and service order information
1.Advise departments on correct methods of order preparation for all service changes and some equipment procurement.
2.Provide departments with all relevant financial information pertinent to telephone-related service orders as well as ongoing charges.
3.Using appropriate decision-making methodologies, determine the appropriateness of credits to customers for technical, vendor or DoIT financial errors.
   
E.5%Maintenance of records in compliance with established standards
1.Maintain records of all service orders for all service types.
2.Maintain records of departmental staff authorized to make changes to telephone service and receive monthly Telephone Activity Reports (electronic telephone bills).
3.Maintain records of all CentrexMate operations, which includes requests for changes, audits, change reports, polling data and cost analyses.
4.Provide reports to vendors for coordination of proper billing.
5.Work effectively with other DoIT staff on procedural changes to record keeping.
   
F.5%Participation in organized activities and projects
1.Carry out special assignments as requested or approved by the Network Applications manager to respond to the needs of DoIT technology and Network Applications groups (e.g., serve on procurement teams for campus-wide services).
2.Support and propose technical, operational and organizational standards to contribute to the effectiveness of the Network Applications department.
3.Tutor and train team members and new staff.
4.Participate in group, department and DoIT staff meetings.
5.Read and discuss pertinent materials to maintain awareness of the operational procedures and environment of DoIT.
   
G.5%Participation in employee development activities
1.Attend state and vendor-sponsored meeting, conferences and educational seminars.
2.Attend classes, training sessions, and workshops to increase knowledge of applicable skills such as office applications, written and oral communications.
3.Review UW-Madison and external publications to increase understanding of UW-Madison issues and needs, especially those pertaining to direct customers.
   

Knowledge and Skills

  1. Detailed knowledge of DoIT's Network Applications, their features and applications, including all services and technologies provided (described in the position summary).
  2. Knowledge of industry-wide voice services, business practices, and general billing practices.
  3. Knowledge of State of Wisconsin telecommunication contracts and administrative processes.
  4. Ability to understand and order telephone-related services and equipment.
  5. Ability to analyze and resolve telephone-related problems.
  6. Knowledge of or ability to learn State of WI or UW-Madison accepted procurement practices.
  7. Knowledge of or ability to learn specialized computer software such as the MySoft telemanagement system, CentrexMate, voice mail system, voice mail service manager and others.
  8. Knowledge of or the ability to learn Microsoft Word at a basic level and Microsoft Excel at an intermediate level.
  9. Knowledge of techniques used to establish and maintain effective working relationships with vendors, staff and customers.
  10. Knowledge of effective methods of written and oral communications.
  11. Effective team member skills.
  12. Knowledge and experience in effective problem solving techniques.
  13. Knowledge of DoIT policies, procedures, and standards.

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University Of Wisconsin Home PageUW Office Of Human Resources
UW Madison Campus Safety Information
Wisconsin OSER (Office Of State Employment Relations) Home PageOSER State Personnel Information