Analyst - Technical Support - UC Webjet

[Libby]

Analyst - Technical Support - Unified Communications,
WESTJET
Posted Apr 29, 2009

Calgary, AB, CANADA 1 Position(s)
Relevant Work Experience:
Job Category:
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Company Url:

Communications; Computers-Hardware; Telecommunications
Transportation
http://www.westjet.com


Why WestJet?

WestJet is more than just a place to work. It's a place to grow. With our award winning culture, supportive atmosphere and passion for what we do, WestJet is the kind of company our "Owners" are proud to be a part of. WestJet. It's a great place to land.



Purpose: The Analyst - Technical Support - Unified Communications role provides technical and business support related to telephony and data networking. Specialization within this position will be in telephony relating to Contact Center Manager scripting and administration, Call Pilot configuration and administration, PBX administration, as well as general telephony support for the entire organization. Secondary focus is to support the WestJet user community with technology solutions to maximize productivity, user satisfaction, minimize cost of ownership and administration. The position also provides technical support to the service desk function and acts as an expert troubleshooting resource.



Responsibilities:

· Participate in the business and technical analysis of contact center telephony solutions.

· Participate in the support of a variety of telephony systems in Calgary and at remote sites.

· Provide ongoing support for mission critical services and infrastructure.

· Participate in the monitoring, analysis, and review of the effectiveness and efficiency of existing systems and processes.

· Participate in team on-call rotation to provide 7x24 pager response for operational services.

· Provide direct and indirect technical support for the IT Service Desk technicians.

· Participate in extensive testing for new and updated service features and functions.

· Work with team to implement and assess the effectiveness of service improvements.

· Coordinate changes with other IT support teams and prepare change management documentation to move fixes and enhancements into production.

· Document incident resolutions in knowledge base to assist the IT Service Desk with tier 1 incident resolution.

· Be aware of and assist in maintaining compliance with C-SOX and PCI requirements.



Specific Qualifications:

· Minimum 5 years of telephony related experience supported by a technical Diploma or equivalent years' experience.

· Strong knowledge of Nortel Contact Center Manager (v6) scripting and administration

· Strong knowledge of Nortel Call Pilot (v5) configuration and App Builder

· Working knowledge of Nortel PBX (v5) administration

· Exposure to the following systems would be an asset:

· IVR systems, including VoIP integration

· other ACD systems, including VoIP integration

· Nortel BCM or Norstar systems

· Exposure to working with an Incident/Change system such as Remedy.

· Some exposure to Performance and Monitoring tools, and ITIL.

· Good problem solving skills.

· Strong written and oral communication skills.

· Demonstrated listening and interpersonal skills.

· Highly motivated and self directed with a keen attention to detail.

· Comfortable working in a team-oriented environment.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Strong customer service awareness.

· Must be available for on-call and periodic pre-planned after hours work.

· Some travel will be required.

· Successful completion of a criminal background check will be required.



· Successful completion of a criminal background check will be required.

WestJet would like to thank all applicants in advance for sending in their resumes. Only those who qualify will be considered for the role.



TO APPLY: To apply and learn more about this great opportunity, please visit our Great Jobs site at www.westjet.com