Item 3.E- May 11, 2012
ADMINISTRATIVE FACULTY POSITION DESCRIPTION QUESTIONNAIRE
To expedite and facilitate the PDQ review process, please send the PDQ and Org Chart electronically to
marshag@unr.edu for discussion and for initial review before routing PDQ for approval signatures.
Questions - call UNR Faculty HR at 682-6114
INSTRUCTIONS: See http://www.unr.edu/vpaf/hr/compensation/placement.html for complete instructions.
Incumbent(s) Name (if applicable): Jed T. Lean
Position #(s): 17708
Current Title: Administrator, PBX System
Current Range: 2
(JCC: 67099;3J;CM5518;CC043;E)
Department: Information Technology
College/Division: Office of Provost
Account #(s): 1101-109-0902
Action Proposed: (check all that apply)
( ) New position: Proposed Range:
Proposed Title:
(X ) Title Change, Proposed Title: Coordinator, Unified Communications
(X) Proposed Reassignment from Range 2
to Range 3
( ) Revised PDQ only (no change in range or title)
( ) Line of Progression (show titles below)
Range:
JCC (Current
or new HR
assigned):
I certify that the statements in this description are accurate and complete to the best of my knowledge.
____________________________________________________________
Employee’s Signature
__________________
Date
I/we have reviewed the statements in this form and they accurately reflect the job assignments.
____________________________________________________________
Immediate Supervisor’s Signature
Scott Crow, Mgr., Unified Comm.
__________________
Date
____________________________________________________________
Director/Chair/Dean
J. Bird Vilseck
Director, Information Technology
__________________
Date
Approved for Salary Placement Committee review.
____________________________________________________________
__________________
Pres / Vice Pres / Vice Prov Signature Heather Hardy
Date
Executive Vice President and Provost
Action Approved by the President (Completed by Faculty HR):
Position #: 17708
EEO Code: 3J
CUPA Code: CM5518
Exempt: Yes
Job Class Code: 67249
Census Code: 043
Range: 3
Effective Date: 5/1/2012
Approved Title:
COORDINATOR, UNIFIED COMMUNICATIONS
____________________________________________________________
__________________
Employee Signature
Date
(Employee signs and sends to HR for personnel file after PDQ has been “final” stamped for approval)
Rev: 12/1/2008
Position Description – Coordinator, Unified Communications
Page 2
1. Summary Statement: State the major function(s) of the position and its role in the
university. Attach an organizational chart with positions, ranges, and names for the division
which reflects the position in it as well as those supervised in the department. (This section is
used for advertisement of the position.)
The Coordinator, Unified Communications (UC), is responsible for managing user services for
campus voice and data systems, system programming, system administration, and related
telecommunications applications. The Coordinator works within the team of system administrators
responsible for administering, maintaining, updating, and repairing communication, email, VOIP and
other systems. In addition, the Coordinator oversees enhancements in the services and support
offered to users related to voice and data systems. The position reports to the Manager, Unified
Communication in the Division of Information Technology (IT).
2. List the major responsibilities, including percentage of time devoted to each. Provide
enough detail to enable a person outside the department to understand the job (percentage
first with heading and then bulleted information).
55% - User Service Management
 Oversee user support to solve problems, trouble shoot issues, develop and maintain
documentation and ensure customer service goals are met
 Develop and ensure compliance with work order system documentation procedures
 Handle complex customer assistance needs
 Develop and assist in administering end user education and training including the
development of user documentation
 Design user systems including call handlers, call trees, automated call distribution (ACD)
center, etc.
 Oversee billing services and business rules
 Manage the billing application technical support including configuration, maintenance,
upgrades and security
 Communicate with vendors on problem solving, contract negotiation and procurement
 Supervise billing and customer service staff
 Consultatively work with departments to support decision making related to telephone and
communication equipment
25% - Programming
 Determine specific requirements and necessary utilities for program additions or changes for
programming devices
 Perform the required programming using the appropriate utility or coding tool
 Utilize database systems to program, change, and identify system and customer account
settings
 Program accounts and settings for supplementary applications including call conferencing
system
20% - System Administration
 Manage systems including file servers and applications to maintain at optimum service level,
including 911 Reporting
 Review all application upgrades and make determinations and report findings of
recommended or required upgrades to management
 Monitor the systems regularly to verify proper functionality, adequate storage space and equal
distribution and load balancing for port allocation
 Maintain system calendars for departmental schedules and proper holiday programming
Position Description – Coordinator, Unified Communications
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Manage all aspects of the call center applications including file servers and PBX applications
to keep the numerous campus call centers fully functional and in excellent working condition
Maintain system calendars for call center work schedules and proper holiday programming
Monitor call center traffic and notify department managers when trends may be adversely
affecting office performance
Create and distribute metric reports as requested or needed
3. Describe the level of freedom to take action and make decisions with or without
supervision and how the results of the work performed impact the department, division and/or
the university as a whole.
Level of Freedom:
The Coordinator makes decisions in planning and developing training, creating documentation for
users and in developing the procedures and goals for user service. The Coordinator works
independently to perform daily programming and system administration activities and with team
members to resolve issues. The Manager, Unified Communications is consulted when system
problems or abnormalities are discovered, on architecture issues and in establishing goals and
objectives.
Impact:
Providing effective and timely solutions to voice, data and networking problems are essential to the
fulfillment of instructional and research agendas and supports faculty and student success. Shutdown
or system problems of unified communication services directly affect the ability of students, educators,
and university administrators to complete their work successfully.
4. Describe the knowledge, skills (to include cognitive requirement and verbal and written
communication), and abilities (to include task complexity, problem solving, creativity and
innovation) essential to successful performance of this job (in bullet format).
Knowledge of:
 System administration for PBX, voice mail, ACD and servers including, but not limited to
Exchange and Lync
 Digital and IP telephone features, programming and functionality
 Application administration for systems
 Microsoft Operating Systems, and server hardware
 Telephone system billing
Skills:
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Excellent verbal and written communication
Management of complex and integrated systems and applications
Database management
System programming
Supervision
Problem solving
Customer service
Ability to:
 Resolve conflicts in a polite and managed demeanor
 Understand needs communicated by persons unfamiliar with the technical aspects of the
request being made
 Understand inter-workings and dependencies of integrated systems and applications
 Maintain databases in current, correct, and up to date status
Position Description – Coordinator, Unified Communications
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Develop user documentation and training
Negotiate with vendors
5. Describe the type of personal contacts encountered in performing the duties of the job.
Explain the nature and purpose of these contacts: i.e., to provide services, to resolve
problems, to negotiate.
Internal
Customers (Faculty, staff and
students)
Help Desk Personnel
Reason for Contact
To provide end-user assistance or to implement changes to their
telephone system records or devices on a routine basis
To receive or clarify disseminated information received,
particularly through the campus work order system
External
Vendors
Reason for Contact
To get updated information, maintenance or repair of warranted
systems or pricing of upgrades and new systems
To get additional or undocumented information regarding the
products within the scope of responsibility
To inquire about product compatibility to meet the needs currently
being reviewed
Technical Support Services
Prospective Vendors
6. Indicate the minimum qualifications which are necessary in filling this position should it
become vacant. Please keep in mind the duties/responsibilities of the position rather than the
qualifications of the incumbent.
a.
Minimum educational level, including appropriate field, if any.
Bachelor’s Degree from a regionally accredited institution
b.
Minimum type and amount of work experience, in addition to the above required
education necessary for a person entering this position.
Bachelor’s Degree and four years or a Master’s Degree and two years of experience
with voice and data systems to include experience in customer service
Preferred Licenses or Certifications: None
c.
Indicate any license or certificate required for this position.
None