Voice Network Analyst, Communication Technologies - Burnaby, Canada - PHSA

Description

Voice Network Analyst, Communication Technologies

BC Clinical & Support Services

Burnaby, BC

In accordance with the Mission, Vision, Values and strategic direction of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Within the context of the Information Management Information Technology Services (IMITS) lower mainland consolidated area that provides services to Vancouver Coastal Health, Providence Health Care, Fraser Health, and Provincial Health Services Authority, the Voice Network Analyst conducts feasibility studies, develops specifications for complex systems, maintains operating systems and provides technical support for network and telecommunication infrastructure, including analyzing and diagnosing problems and formulating solutions requiring considerable knowledge of the voice and data network environment and installing, configuring and testing hardware and software. This includes all network and telecommunications equipment and technologies, such as cabling, hubs, switches, routers, firewalls, Local and Wide Area Networks, Private Automatic Branch Exchange (PABX), contact center software, and voicemail in addition to components for video conferencing infrastructure whether on premise or hosted in a cloud environment. Leads small to medium voice network projects, and may facilitate change management strategies as part of the project. Provides technical support and recommendations on larger scale projects, as assigned by the Manager. Duties include troubleshooting and resolving network and telephony issues, establishing technical standards and documentation, designing, installing, configuring and upgrading network and telephony components and monitoring network security and performance and planning infrastructure enhancements utilizing knowledge and experience in the Information Technology Infrastructure Library (ITIL) framework and project management tools.

What you'll do

• Conducts feasibility studies for computerization by performing tasks such as determining user department requirements, examining and identifying problems with existing systems, and recommending modifications to and/or new systems. Provides details of estimated implementation costs including associated staffing requirements.
• Develops specifications for complex systems such as integrated systems which impact several functional areas within a facility by performing tasks such as:
  • Gathering detailed information from user departments.
  • Developing and documenting systems and procedures by designing forms, preparing flow charts and detailing hardware and software specifications.
  • Preparing detailed implementation plans.
• Maintains operating systems by performing tasks such as analyzing current systems and recommending adjustments and/or new systems to improve operating activities. Develops instructional material for operating systems and operations staff and provides related training and orientation as identified.
• Resolves network and telecommunication problems by performing tasks such as analyzing and diagnosing problems, troubleshooting, and formulating solutions including repairs, replacements, moves, adds and changes of equipment related to network and telecommunication operations. Escalates problems to Manager according to established protocols.
• Assists with the design, testing, documentation and implementation of network and telecommunications infrastructure, including the selection and installation of new technology, by performing tasks such building project plans, acquiring cost estimates and working with vendors and senior PHSA IM/IT staff to implement.
• Monitors and maintains network data equipment by performing tasks such as monitoring the security of the information technology infrastructure and its components, including firewalls and remote access.
• Monitors and maintains telephony equipment, including PABX related power supply equipment such as DC power plants and Uninterruptible Power Supply (UPS), associated peripheral equipment, local and wide area network and circuits. This includes carrying out related preventive maintenance, reviewing logs to ensure high system availability, and packaging and distributing software updates, including security, critical, maintenance patches according to privacy and security policies and procedures.
• Responds to client cable requests by performing tasks such as installing and terminating voice and data cabling.
• Assists with maintaining clean telephone switch rooms, voice and data closets and proper cable management by performing tasks such as performing site reviews and providing feedback to the Manager.
• Maintains cable and telecommunications equipment inventory requirements by performing tasks such as verifying shipments and restocking equipment and various supplies.
• Assists with the set up and management of video conferences by performing tasks such as maintaining video conferencing equipment, including software and hardware upgrades, technical troubleshooting and resolution, and system documentation.
• Participates in corporate-wide backup and recovery planning and procedures for all network and telecommunication infrastructure(s) by performing tasks such as testing network redundancy, system recovery procedures and reviewing vendor maintenance contracts.
• Monitors and reports on the performance of network infrastructure components by performing tasks such as responding to and resolving issues regarding performance.
• Prepares plans and provides recommendations to the Manager for network and telecom infrastructure upgrades, including evidence-based reporting on the rationale for such upgrades. Determines technology product standards including implementation standards.
• Collaborates with and represents Tech Services to customers and others by developing and maintaining relationships with customers and other stakeholders; attending meetings to provide input into the operational and project requirements of the area and project implementation using knowledge of Information Technology standards and requirements and implementation timelines; meeting internally with senior staff to determine priorities and needs; assisting customers in identifying technical/system deficiencies; and providing user training as required.
• Liaises with external contacts, including vendors and external partners, on issues regarding technical infrastructure such as researching and evaluating voice network technologies to provide recommendations, assists in acquiring demo equipment or quotes for new infrastructure, assists the Manager in working with vendors to ensure service levels meet standards, and communicates with vendor or external partners to identify, isolate, and resolve problems.
• Prepares and maintains documentation such as inventory records, cable schematics, wiring closet details, and systems configuration.
• Performs related duties as required.

What you bring

Qualifications

• Graduation from a recognized degree or diploma program in Computer Science, three (3) years recent related experience or an equivalent combination of education, training and experience.

Skills & Knowledge

• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC and BC's Declaration on the Rights of Indigenous Peoples Act
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).
• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively.
• Physical ability to carry out the duties of the position.
• Ability to organize work.
• Ability to operate related equipment.

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.

• Join one of BC's largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-Time
Wage: $44.87 / Hour
Location: 1795 Willingdon Ave, Burnaby, BC V5C 6E3
Closing date: Applications accepted until position is filled
Hours of Work: (Monday to Friday)
Requisition # 162614E

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

What we do

The Provincial Health Services Authority ( PHSA ) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose.

Learn more about PHSA and our programs:

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments' unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey-one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at

Please note the internal job posting will no longer be accessible after the expiry date of April 2, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at or Please note regular business hours are Monday - Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at and a Help Desk Representative will contact you the next business day