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
