IT Unified Communications Analyst

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

General Description

The Communications Analyst couples knowledge of information systems to implement, maintain, and support Duke Health digital communications services. This includes responding to user tickets, applying vendor software updates and upgrades, assisting with reporting, automation application scripting and programming, and systems and application monitoring.

Duties And Responsibilities

• Experience working with enterprise messaging systems
• Familiarity with common voice and voice related systems
• SIP
• VOIP
• Call Center Administration
• Experience working with mission critical and time sensitive applications with demonstrable experience in their implementation
• Experience with automation programming and scripting
• Troubleshoot communications software and mobile devices including Android and iOS.
• Experience in application support and flexibility to support tasks such as: system monitoring, log review and software installation.
• Performs analysis, research, problem duplication, troubleshooting and identifies potential resolutions for operating system, application and resource contingency issues.
• Evaluate and test software applications, compile data and produce relevant reports.
• Familiarity with AI assisted workflows and tools (CoPilot, ChatGPT, Claude, etc.)
• Maintain documentation related to application administration and operations.
• Is proactive and learns new tools and technologies and supports the installation/configuration/upgrades of active applications.
• Ability to adapt to the quick dynamics of technology shifts based on requirements and technical solutions.
• Investigate system performance issues to improve the reliability, maintainability, and performance of the system
• Evaluate and test new workflows and coordinate release windows for updates
• Some relational database and operating systems experience with SQL
• On-call application support including afterhours and weekends
  

Required Qualifications At This Level

Education: Bachelor's degree in a related field - preferred in Computer Science, Mathematics or related - or four years of equivalent technical experience required.

Experience: Four years of related IT experience is required.

Degrees, Licensure, And/or Certification

Must have a current N.C. driver’s license

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.