Manager of Telecommunication Systems

Do you envision finding a meaningful role with an inclusive and compassionate team At Childrens Mercy we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference which is why we have been recognized by U.S. News & World Report as a top pediatric hospital for eleven consecutive years.

Childrens Mercy is in the heart of Kansas City a metro abounding in cultural experiences vibrant communities and thriving businesses. This is where our patients and families live work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in childrens health we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

The Manager Telecommunication Systems is responsible for the for the design implementation operation provisioning and maintenance of CMHs telecommunication systems infrastructure voice applications circuit facilities call center solutions call recording and messaging infrastructure. In addition the telecom team supports cable television services the hospitals distributed antenna system and paging services.

At Childrens Mercy we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve as well as our core values of kindness curiosity inclusion team and integrity.

Additionally its important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve as well as the Childrens Mercy staff we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles mumps rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus diphtheria acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines medical and/or religious exemptions can be further discussed with Human Resources.

Operations Administration Maintenance and Provisioning:

How work is completed:

Provide technical leadership in the development of plans for establishing augmenting or optimization of telecommunication solutions

Provide technical support in managing complex system and application issues. Manage assigned cases with CMH partners through remediation and resolution

Perform technical system administration such as system provisioning maintenance activities or running regular system processes/jobs

Support software release management activities for assigned infrastructure and applications. Track software releases assist with development of test plans and develop implementation procedures and guidelines.

Participate in Service Management functions including Request Incident Change and Problem management

Participate in the design and development of network performance data collection alarm and performance criteria and reporting capabilities

Mentor and provide guidance to employees handling initial client calls

Provide knowledge sharing to other employees for professional development and growth

Contribute to the development of work instruction system documentation best practices standards and guidelines.

Participate in on-call rotation and 1st escalation

Call Center Management:

How work is completed:

Lead Call Center design and provide expert consulting services and support for CMH call center environments.

Participate in new technology evaluation and integration planning

Lead the implementation and optimization of Call Center environments

Capacity Management and Optimization:

How work is completed:

Provide technical leadership in the development of plans for augmenting or optimization of telecommunication solutions

Development of capacity reporting and trending

Effectively manage system capacities

Effectively manage network capacities which includes bandwidth and trunking

Effectively manage software licensing capacities

Project Support:

How work is completed:

Participate in architectural and topology design new technology evaluation and integration planning activities.

Manage assigned projects ensuring a high quality and timely result

Participate in cross functional project meetings

Determine hardware/software requirements

Participatein SOW development

Manage hardware/software orders

Manage SOW compliance and invoice validation

Coordinate and manage implementation activities

Coordinate vendor maintenance support for new hardware/software

Ensure appropriate system testing site/systems documentation and system performance monitoring is completed

Document issues and provide detailed feedback to Design/Project team to improve standards

Participate in the development of end user training documentation for telecommunicationssolutions

Business Continuity and Disaster Recovery:

How work is completed:

Participate the development of business continuity and disaster recovery plans process and procedures.

Participate in periodic BCDR testing exercises

Productivity and Performance:

How work is completed:

Participates in the selection of department personnel

Monitor team performance and adherence to process

Provide routine feedback to staff and complete periodic performance evaluations

Improve team efficiency through process improvement task realignment and automation

Provide knowledge sharing to other employees for professional development and growth

Coordinate technical training for departmental staff

• Bachelors Degree Computer Science CIS Engineering and 5-7 years experience. Technical and Management experience OR
• High School diploma or equivalent and 7 or more years of Technical and Management experience
  • Cisco Certified Network Associate Preferred Upon Hire
  • CompTIA Security Preferred Upon Hire
  • Project Management Professional Preferred Upon Hire
  • ITIL Foundations Preferred Upon Hire

The benefits plans at Childrens Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

Our pay ranges are market competitive. The pay range for this job begins at $45.83/hr but your offer will be determined based on your education and experience.

This is an intermittent remote position which means that the person hired will work with his or her manager to determine a schedule that includes both at home and on-site hours at a Childrens Mercy location. The incumbent must live in the Kansas City metro area.

Childrens Mercy hires individuals based on their job skills expertise and ability to maintain professional relationships with fellow employees patients parents and visitors. A personal interview formal education and training previous work experience references and a criminal background investigation all are factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race color religion sex national origin age disability creed genetic information sexual orientation gender identity or expression ancestry or veteran status. A drug screen will be performed upon hire. Childrens Mercy is smoke and tobacco free.

CM is committed to creating a diverse and inclusive workforce. Our patients and families come from all walks of life and so do we. We know that our greatest strengths come from the people who make up our team so we hire great people from a wide variety of backgrounds not just because its the right thing to do but because it makes our hospital stronger and our patient care more compassionate.

If you share our values and our enthusiasm for service you will find a home at CM. In recruiting for our team we welcome the unique contributions that you can bring including education ideas culture ethnicity race sex sexual orientation gender identity and expression national origin age languages spoken veteran status color religion disability and beliefs.