Seven years of experience in information technology or administrative services; OR
Six years of full-time work experience in any field plus five years of experience in information technology or administrative services; OR
An associate’s degree in information technology plus five years of experience in information technology or administrative services; OR
A bachelor’s degree plus five years of experience in information technology or administrative services; OR
A bachelor’s degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus four years of experience in information technology or administrative services; OR
A master’s degree plus four years of experience in information technology or administrative services.
EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.
NOTE:
A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.
The official job specifications for this role, as defined by the State Civil Service, can be found here.
Job Duties:
Manages Service Consultation and Provisioning
•Manages daily operations for the Service Delivery team, overseeing highly-technical compreshensive consultation, provisioning, project management, and statewide installation of network, voice, cable and wire services statewide.
•Assigns tasks, service requests and sets priorities; evaluates performance, and ensures compliance with state regulations.
•Identifies training needs and ensures staff are proficient in current technologies, tools, and procedures. Provide leadership and technical guidance for consulting and provisioning of statewide NCS services.
•Coordinates with Edge and Core Operations teams and external technical vendors for complex VoIP trouble resolutions and VoIP network infrastructure upgrades.
•Directs the implementation of multifaceted communication solutions, including Legacy voice, PBX installations, SIP for new installations, migrations, upgrades, agency relocations, network data, cable and wire infrastructure upgrades.
•Leads collaborations with Edge Operations and Core Operations teams to ensure highly-complex infrastructure upgrades aligns with customer service needs.
•Cultivates a collaborative, high-performance team culture focused on customer service excellence.
•Leads team meetings to address workload distribution, monitor performance metrics, and enhance customer satisfaction
Cable and Wire Consultant Management
•Manages technical planning, consultation, and execution of wiring projects in coordination with Operations staff and contracted vendors.
•Collaborates with Operations teams to provide advance guidance to ensure adherence of technical specifications, industry standards, and project timelines for all cable and wire infrastructure projects.
•Works in partnership with Operations teams, external vendors and agency representatives to provide guidance and oversite of large cable, wiring buildouts and renovations for consolidated agency sites.
Service Modernization and Standards
•Leads efforts to audit agency communications service usage to reduce costs and eliminate obsolete services.
•Plans and executes the phase-out of legacy communications services and oversees migration to IP-based or LTE alternatives.
•Educates management, staff, and customers regarding available alternatives and migration paths for obsolete services.
•Coordinates transition efforts with technical teams and communicates changes to customers and NCS leadership staff to phase out outdated technologies while minimizing operational disruption.
•Consults with OTS senior management to develop strategic and tactical plans for Legancy voice modernization, VoIP hardware and software deployments and assist with the establishment of IP device hardware standards.
•Participates in the development and application of network and voice design strategies, deployment playbooks, and statewide configuration standards in coordination with senior architects and central engineering teams.
Technical Leadership and Escalated Support
•Collaborates and cross-trains with Network Architects and Operations staff on infrastructure and service designs. Maintains a working knowledge of edge and core network architecture, protocols, and traffic flows.
•Provides technical leadership and escalated support for highly complex incidents involving IP-based communication services. Oversees service restoration activities performed by Service Delivery staff and vendors, ensuring appropriate resolution steps are implemented effectively.
•Engages vendor resources when issues exceed internal expertise and works in close coordination with the NOC to identify anomalies and take proactive measures to prevent service disruptions.
Emergency and Disaster Response Support
•Manages essential personnel providing voice and network support during declared emergencies and disasters.
•Provides operational support for agency Emergency Support Functions (ESFs) to ensure continuity.
•Coordinates disaster recovery activities with other teams and stakeholders.
Participates in Operational Policy and Procedure Development
•Contributes to the ongoing refinement of internal operational policies such as maintenance standards, change control, deployment practices, documentation workflows, and service quality protocols.
•Participates in the development of organizational processes and procedures, including the service order process, change management protocols, significant outage procedures, and on-call policies.
Supports Procurement and Budget Planning
•Manages service and asset contracts related to Network VoIP Service, including optimal management of inventory levels, and meticulously documenting equipment orders in Enterprise Communications Billing and (Inventory Management) and Asset Management software systems.
•Monitors vendor performance, enforces service level agreements (SLAs), and escalates issues as necessary to maintain service quality.
•Assists in the development of Invitations to Bid (ITBs) and Requests for Proposals (RFPs) and makes recommendations for purchases based on technical suitability and operational needs.
•Supports line of service rate development and prepares annual budget estimates for equipment, software, and services required to maintain effective operations.
Research and Professional Development
•Engages in on-the-job training and instruction to build expertise in advanced and complex communications technologies.
•Performs independent research on emerging technologies for statewide applicability and provides findings to management in support of long-term planning.
•Develops and maintains in-depth knowledge of current and emerging communications technologies relevant to OTS’s enterprise network infrastructure.
Performs Other Duties as Assigned
•Performs special projects, technical analysis, studies, and planning assignments as directed by OTS leadership.
Position-Specific Details:
Appointment Type:This vacancy will be filled by new hire or by promotion of a current permanent status classified employee.
Louisiana is a "State as a Model Employer" for People with Disabilities.How To Apply:
No Civil Service test scoreis required in order to be considered for this vacancy.
To apply for this vacancy, click on the “Apply” link above and complete an electronic application, which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the Information section of the Current Job Opportunities page.
*Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education). Resumeswill notbe accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete.You must describe your actual Job Duties, as you will not be qualified based on Job Title alone. Job Duties cannot be added at a later time; work experience left off your electronic application is not eligible to receive credit.
Prior to a new hire, a background check, including criminal record history, will be conducted. Information from the background check will not necessarily preclude employment, but will be considered in determining the applicant’s suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions, including promotions, demotions, details, reassignments, and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-Verify system.
For further information about this posting, please contact:
Erica R. Gay
HR Specialist
Division of Administration/Office of Human Resources
Email:Erica.Gay@la.gov