Analyst, Unified Communication

Analyst, Unified Communication

1 – Permanent Position

Information Technology Services

CUPE Local 4400 Unit C - Grade O (12 Month)

$47.73 – $56.27 per hour

The Toronto District School Board adheres to equitable hiring, employment and promotion practices.

Summary of Duties:

Ø  Collaborate with ITS teams and vendors to design, build, deploy, maintain and support customized Cloud-based and On-Premises ancillary telephone applications and related systems, ensuring seamless, complete integration with key infrastructure components;

Ø  Participate in UC technical projects from inception to completion;

Ø  Work with the Telecommunications team to trial and test new features and applications to enhance TDSB’s telecommunications service offerings and delivery;

Ø  Develop design documents, release plans, test plans and as-built documents, in accordance with established ITS processes and procedures;

Ø  Ensure that UC systems adhere to security policies, standards, and regulatory requirements;

Ø  Perform regular monitoring to identify and address unauthorized access within the UC environment;

Ø  Research and evaluate new UC technologies and features, providing recommendations to improve the UC environment;

Ø  Participate in the evaluation of planned improvements or upgrades to the UC environment;

Ø  Collaborate with the Client Service Desk and Field Services teams to troubleshoot and resolve escalated tickets and end-user issues related to UC software;

Ø  Participate in Data Centre disaster recovery operations, including system rebuilds and damage assessments;

Ø  Develop training materials, including video tutorials, conduct workshops for IT staff, and provide technical support to Telecommunications team members;

Ø  Provide support for the investigation of potential issues or concerns related to the appropriate use of Board telephony systems;

Ø  Prepare business and project proposals and produce UC system documentation (e.g., ServiceNow Knowledge Base articles);

Ø  Remain current on best practices, new coding trends, and IT protocols, technology, products and standards;

Ø  Other related duties, as assigned.

Qualifications:

Ø  University degree in a related discipline (e.g., Computer Science, Information Technology, Engineering) with three years of experience in voice communications systems, IP telephony and TCP/IP protocols in an enterprise-sized IT environment, or an equivalent combination of education and experience.

Ø  Completion of advanced training in Cisco Unified Communication Manager and Unity systems.

Ø  Cisco CCNP Voice certification.

Ø  Technical project management experience for implementation of new and upgraded services, and roll-outs to end users.

Ø  Thorough knowledge of enterprise IT infrastructure, including interconnectivity, and system hardware and software configurations.

Ø  In-depth knowledge of voice communication systems, networking, UC technology standards, and QoS assessment and management.

Ø  Knowledge of ITIL, change management, and system integration methodologies.

Ø  Experience using software diagramming tools such as Visio.

Ø  Proficient scripting (e.g., Python) and Excel skills.

Ø  Strong analytical skills and sound knowledge of statistical methods.

Ø  Ability to translate client requirements into technical specifications.

Ø  Strong written, oral and interpersonal communication skills.

Ø  Report/technical writing skills to prepare system documentation.

Ø  Strong organizational and time management skills including the ability to multi-task and prioritize workload.

Asset:

Ø  Professional certification or training in technical project management, e.g., Project Management Professional (PMP).

Special Requirements:

Ø  Requires occasional travel across the TDSB.

Location:                 1 Civic Centre Court (Wheelchair Accessible) (Hybrid Work Eligible)

Hours:                               35 Hours per week

Work Year:             12 Months

Please note:

Applications must be submitted:

1.           In résumé form with a covering letter to: Application.Submission@tdsb.on.ca

2.           With competition # CUPE C-25-1035UE in the subject line

3.           Apply no later than 4:30 pm on March 26, 2025.

Only applicants selected for an interview will be contacted. Applications will not be acknowledged in writing.

We strive to meet the accommodation needs of persons with disabilities. Applicants are encouraged to make their needs for accommodation known in advance during the hiring process.

The TDSB follows a hybrid work structure where some employees may be able to work remotely at times, based on operational requirements. Please refer to Policy P103, Flexible Working Arrangements for more information.