IT Unified Communications Analyst

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• The Communications Analyst combines expertise in information systems to implement, maintain, and support digital communication services for Duke Health.

• Responsibilities include addressing user tickets, applying vendor software updates and upgrades, assisting with reporting, automating application scripting and programming, as well as monitoring systems and applications.

• Proven experience with enterprise messaging systems.

• Familiarity with common voice and voice-related systems such as SIP VOIP Call Center Administration.

• Demonstrated experience in working with mission-critical and time-sensitive applications, including their implementation.

• Proficient in automation programming and scripting.

• Capable of troubleshooting communication software and mobile devices, including Android and iOS platforms.

• Experience in application support and the flexibility to manage tasks such as system monitoring, log review, and software installation.

• Conducts analysis, research, problem duplication, troubleshooting, and identifies potential solutions for operating system, application, and resource contingency issues.

• Responsible for evaluating and testing software applications, compiling data, and generating relevant reports.

• Familiarity with AI-assisted workflows and tools (e.g., CoPilot, ChatGPT, Claude, etc.).

• Maintains documentation related to application administration and operations.

• Proactively learns new tools and technologies while supporting the installation, configuration, and upgrades of active applications.

• Ability to adapt to the rapid changes in technology requirements and solutions.

• Investigates system performance issues to enhance reliability, maintainability, and overall system performance.

• Evaluates and tests new workflows and coordinates release windows for updates.

• Some experience with relational databases and operating systems, specifically SQL.

• Provides on-call application support, including availability after hours and on weekends.

⛳️ Requirements

• A Bachelor's degree in a relevant field is preferred, particularly in Computer Science, Mathematics, or a related discipline, or four years of equivalent technical experience is required.

• A minimum of four years of relevant IT experience is mandatory.

• A current N.C. driver’s license is required.

🏝️ Benefits

• Duke is an Equal Opportunity Employer committed to providing employment opportunities without discrimination based on 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.

• Essential Physical Job Functions: Certain positions at Duke University and Duke University Health System may involve essential job functions requiring specific physical and/or mental abilities. Additional information and provisions for requests for reasonable accommodations will be provided by each hiring department.