Tower Consultant, Voice (GTA)

Start your career in public service – JOIN OUR TEAM

Georgia Technology Authority (GTA) a Great Place to Work® certified!

The Georgia Technology Authority (GTA) is currently seeking a Tower Consultant (Voice)– in the Office of Customer Delivery

 The Georgia Technology Authority (GTA) currently manages the delivery of IT infrastructure services to 89 Executive Branch agencies and managed network services to more than 1,200 state and local government entities. IT infrastructure services encompass mainframes, servers, service desk, end user computing, disaster recovery and security. Managed network services include the state’s wide and local area networks, voice, cable and wiring, and conferencing services.

Want to know more about our AWARD-WINNING Authority visit: https://gta.georgia.gov/

JOB SUMMARY: 

The Voice Tower Consultant is responsible for overseeing the efficient delivery of GTA customer voice services. This includes managing service provider performance, ensuring effective execution of IT processes, and making sure contractual commitments are being met. The Tower Consultant works closely with the managed services integrator and managed service providers to identify, recommend, implement, and support cost‑effective technology solutions that meet current and future GTA business needs. This role also provides technical expertise to customers and other internal GTA teams. As the subject matter expert for the GTA voice environment, the consultant contributes to all ITIL service management practices and supports procurement initiatives when required. The Voice Tower Consultant reports directly to the Director - Managed Network Services.

RESPONSIBILITIES:

·         Govern the overall service delivery of all Voice IT services.

·         Monitor all service levels and contractual commitments for the Voice Tower.

·         Support voice related procurement initiatives when required

·         Provide support to GTA and GTA customers in accordance with the incident and problem management processes.

·         Review, endorse, and forward for approval specific plans as they relate to change management and project activities for the Voice Tower.

·         Provide Voice technical knowledge and coaching to Customer Success Managers and GTA Customers.

·         Provide overall guidance to the Service Provider(s) Account Team(s) in regard to the technical and operational Voice needs of GTA and GTA customers.

·         Recommend modifications to pertinent GTA information technology infrastructure standards.

·         Stay abreast of new, evolving technologies such as UCaaS and cloud services.

·         Back up other Network Tower Consultants as needed.

Core Competencies:

·         Excellent written and oral communication skills

·         Strong knowledge of ITIL service management practices

·         Possesses the experience and ability to manage outcomes in a managed services environment

·         Deep technical understanding of voice services - TDM, VoIP, Cellular, Conferencing, SAAS Collaboration Services

·         Proven understanding of agencies and GTA Customers utilizing the Voice environment

·         Proven experience in IT infrastructure planning and development

·         Ability to conceptualize, plan, and document effectively

·         Strong understanding of project management principles

·         Excellent interpersonal skills

·         Experience with managed voice contracts including SOWs and SLAs

·         Highly self-motivated and directed

·         Proven analytical, evaluative, and problem-solving abilities

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

·         Exceptional customer service orientation

AGENCY SPECIFIC QUALIFICATIONS:

Minimum Qualifications: 

·         BA/BS in Computer Science or Information Systems or related field or equivalent work experience and/or certifications 

·         5-7 years in technology organizations with 3-5 Years of VOICE environment experience

·         Experience managing the delivery of IT infrastructure services

·         Deep technical understanding of voice services - TDM, VoIP, Cellular, Conferencing, SAAS Collaboration Services

Note: An equivalent combination of education and job-specific experience that provided the knowledge, experience, and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

Preferred Qualifications: (Preference will be given to candidates who, demonstrate some or all of the following skills/experience):

·         Demonstrated experience with an organization with multiple business units with remote locations.

·         Experience working in the public sector, especially State government

·         Experience working in an environment where services are outsourced

·         Experience working in a team-oriented, collaborative environment

·         Strong expertise and knowledge of ITIL service management practices

·         Experience managing IT networking service delivery within significant IT outsourcing relationships services is preferred

COMPENSATION/WORKER TYPE/ADDITIONAL DETAILS:

Office Location: 47 Trinity Ave, Atlanta GA

Worker Type: Hybrid – (in-office: 2-3 days per week)

Target Hiring Salary Range: *$77,100 - $99,200

*Current Georgia state government employees will be subject to SPB rule provisions.

EARN MORE THAN A SALARY! In addition to a competitive salary, the Georgia Technology Authority offers a generous benefits package, which includes employee retirement plan; paid holidays annually; vacation and sick leave; health, dental, vision, legal, disability, accidental death and dismemberment, health and childcare spending account; in addition to telework opportunities depending upon position. More information on Benefits: https://team.georgia.gov/my-benefits/

Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered but may not necessarily receive an interview. Selected applicants will be contacted by the hiring agency for next steps in the selection process. Applicants who are not selected will not receive notification.

Georgia Technology Authority does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.