The Hershey Company brings Shared Goodness to the World with iconic brands, business models, and 16,000+ remarkable employees. The Client Services team (part of Information Services) uses technology to drive an efficient workforce and to provide resilient, consistent IT systems. The team achieves this by maximizing employee productivity, minimizing IT system downtime, and through better manageability.
The Workplace Solutions team (part of Client Services Team in the IT Operations Group) provides global support, standardization, and strategy for Hershey's Workplace Collaboration Solutions across the company. The Workplace Solutions team aims to be generous with knowledge, having the wisdom to make the right decisions that enable end-users to work better on their devices of all types. The team earns internal business trust by implementing technology and behavior changes that positively affect work productivity.
We are seeking a Sr Analyst, Unified Communications to join our Workplace Solutions team. Under the Direction of the Manager Workplace Solutions, the incumbent will focus on Strategy and Vision while architecting and implementing solutions and change in alignment with multi-year roadmaps. This position supports the Enterprise with Unified Communications solutions and support. In this capacity the Sr. Analyst is responsible for a variety of topics, including but not limited to, engineering, architecture design, integration, support, and monitorting of these solutions while implementing across multi-year roadmaps. In addition to the above responsibilities:
Proven Technical expert in voice and unified communications technology with deep knowledge of Microsoft Cloud Unified Communications suite and Cisco (to include Call Manager, Webex, Unity, Telepresence and Microsoft Teams Meetings/Telephony).
Clear technical understanding and proven delivery of cloud voice/video solutions and architectures to include roadmapping multi-year strategy and vision.
Strong understanding of SBC integration to implement hybrid approaches to voice/video in a transition from on-prem to cloud based solutions as well as clear understanding of how to bridge different types of vendor endpoints within registration systems.
Fully Responsible for ensuring that the systems and services are current, reliable, tuned and accessible in accordance with service level agreements, established governance and assist business users in leveraging the technology.
Exceptional Knowledge in Hardware and Voice/Audio integration with SDWAN Network implemenations to ensure proper hardware is purchased and installed to ensure business continuity as well as flexibity in bridging to future strategy.
Proven implementation of external communication connection technologies, including familiarity with phone system trunk implementation, UC federation, Session Initiation Protocol (SIP) peering, and H.32x neighboring implementation with associated protocols and communication standards.
Demonstrated Hans on Skills in the administration of Microsoft Teams platform. Extremely strong PowerShell skills in administering the platform wholelistcaly (query users, policies, reporting, and applying settings in a smart change manner)
Deep technical understanding of Streaming/Conference room video systems (Cisco, Teams Meeting Rooms, Poly, Crestron), to include how network streaming protocols and communication standards work in a hybrid on-prem/cloud environment.
Deep knowledge and proven implementation of CVI Providers having a strong and clear understanding of benefits and impacts to a hybrid environment (Cisco/Teams/Poly)
In depth knowledge of Enterprise Grade Telephone/PBX systems, including knowledge of Hybrid On-Prem to Cloud through Direct Routing as well as experience in migrating other 3rd party solutions to a Corporate Standard.
Deploy related UC technologies and services of LAN/WAN configurations, network protocols as required in typical UC integration such as, POTS, PRI's, SIP trunks, IP Routing, switching, DNS, DHCP, TCP/IP, ethernet connections, VLANs, Firewall Technologies and others.
Proven History of architecting, implementing, and supporting of voice communications in Enterprise Environments including implementation of SIP trunks and local PSTN connectivity while focusing on strategy to full cloud intregration in the future. Undersatning of Global Compliance/Regulations and impacts on Architectures.
Technically skilled in E164/E911 strategies, best practices and implementation experiences
Serve in capacity of a solution manager role in which includes partnering with vendors (to include but not limited to Cisco, Microsoft, Polycom, AT&T, Verizon, Centurylink)
Routinely Keeping leadership abreast of new services and features, push for best practices and seek to deliver cost effective and innovative solutions that address the technology needs which are directly tied to multi-year business strategy.
Clear Communication/Customer Service skills - clearly articulate effectively in person, over the phone, and through email while serving the customer/leadership with timely updates and feedback as projects and workloads demand it.
Work directly with Information Security team to routinely develop and document policies and processes that mitigate risk while ensuring security compliance and standards.
Core Function: Strategy/Vision
Develop core UC strategies and visions and align to 3 and 5 year roadmaps.
Lead the core team in delivery of approved strategy.
Core Function: Implementation/Delivery
Lead projects to enhance and extend capabilities in the collaboration space.
Develop appropriate governance for these tools and drive adoption throughout the organization.
Deliver timely doumenation, architectures, support articles to support all aspects of the job function.
Core Function: Support & Monitor
3rd-level support and adminstration for the Cisco Unified Communications environment (Call Manager, Telepresence) and Microsoft Unified Communications.
Stay current with emerging collaboration technology and identify capabilities which can be leveraged to achieve business goals.
Develop and ensure key infrastructural monitoring is in place to ensure adherence to defined SLA's
Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:
Knowledge of Cisco and Microsoft Unified Communications.
Understanding of converged voice and data networks.
Understanding of PSTN connectivity (TDM, SIP).
Must have strong communication skills to work with internal customers and become a trusted advisor.
Must demonstrate ability to interact with other Hershey technical teams, identify opportunities for continuous improvement, plan for dependencies, mitigate security risks and deliver solutions that require a high degree of integration.
Must understand the roadmap of cloud solutions and offerings, where they will play and add value in the Hershey experience, and what tradeoffs need to be made to take advantage of real value propositions.
Minimum Education and Experience Requirements:
Bachelor's degree in Information Technology or related field or equivalent combination of education and experience preferred.
3-5 years of experience working in a Hybrid Voice/Communications environments.
3-5 years of experience working on Cisco Unified Communications Platforms and/or Microsoft 365 Business Voice and Teams Calling Intregration.
3-5 years of experience in technology infrastructure and solution implementation.
Designed and implemented effective global solutions to diverse and complex business problems.
The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.
The Hershey Company is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans