Systems Analyst 2 (Telephony)

Surrey Police Service; Surrey; On-site; CAD 70,000 - 79,000; Full time

Benefits offered by this job

Extended health & dental

Defined benefit pension

CUPE 402

Job summary

Surrey Police Service in Surrey, BC, seeks a Systems Analyst 2 (Telephony) to support our communication and telephony systems across wired and wireless environments, including cloud-based VoIP. The role reports to the IT Infrastructure and Operations Manager and emphasizes designing, testing, and implementing system upgrades with strong customer focus.

Candidates should have a Bachelor’s degree in CS/IT plus 2+ years in policing or public sector; VoIP and SIP trunking experience preferred.

Qualifications

• Bachelor’s Degree in Computer Science, IT or related field with 2+ years work experience, preferably in policing/public sector.
• Experience with VoIP, PBX (Nortel, Avaya) and SIP trunking preferred.
• Must obtain and maintain police security clearance including polygraph.

Responsibilities

• Collaborate with telecom providers to optimize network and voice services.
• Design and implement voice/PBX/VoIP solutions; lead NG911 conversion.
• Maintain telephony systems and equipment; monitor and troubleshoot.

Skills

IT infrastructure

SIP Trunking

Session Border Controllers

VoIP

Microsoft Teams

IT security

Communication

Analytical thinking

Customer service

Education

Bachelor’s degree in Computer Science, IT or related field

Job description

Surrey Police Service

Systems Analyst 2 (Telephony)

Regular, Full Time

Surrey Police Service (SPS) is Surrey’s new municipal police agency. On November 29, 2024, SPS became the police of jurisdiction, and assumed responsibility and command for policing and law enforcement in Surrey. SPS is working to redefine policing with innovative new approaches and community-based solutions. It’s an exciting time as SPS continues to expand our team with talented people who want to help shape the future of policing in Surrey. To date we’ve hired over 480 police officers and over 450 civilian support staff and will grow to be one of the largest independent police services in Canada. Since day one, SPS has been intentional about building a culture that is inclusive, respectful and supportive, with a strong focus on employee wellness and career development.

POSITION OVERVIEW

Surrey Police Service has an exciting opportunity for a Systems Analyst to join our Corporate Services Bureau to provide systems analysis with a focus on supporting SPS’s communication and telephony systems. Our candidate will rely on their strong telecommunication experience, including hardware and software maintenance, to assist the organization in becoming a leader in public safety.

Reporting to our IT Infrastructure and Operations Manager, our incumbent will be responsible for supporting a variety of communication systems, both wired and wireless technology and cloud-based VoIP, with responsibilities including: system analysis and troubleshooting; assisting in recommending, designing, testing and implementing systems upgrades and improvements; writing system and programming specifications to meet user needs; preparing and maintaining technical and user documentation including test plans and system documentation to assisting with support and ongoing operations.

Schedule / Hours of Work

The anticipated schedule for this position is 35 hours/week. Please note, the hours are subject to change based on operational needs and adherence to the Collective Agreement.

RESPONSIBILITIES

• Work closely with telecom providers and other stakeholders to optimize network and voice services, including policy-based routing, emergency and non-emergency call management and traffic shaping.
• Develop methods and best practices in designing the voice/ PBX/ VoIP solution.
• Lead the conversion to NG911.
• Be responsible for maintaining the integrity of the telephony systems and equipment.
• Work closely with user departments, other IT staff, and vendors to plan and implement monitoring and maintenance activities in accordance with established IT policies and procedures.
• Mentoring and coaching junior IT staff may also be required.
• Other job-related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of IT infrastructure and components including but not limited to relational database system, network operating system, or wide area network.
• Knowledge of infrastructure related to the work including but not limited to SIP Trunking, Session Boarder Controllers, Microsoft Teams, VoIP, telecom media gateways and trunks, cellular wireless, AV multiplexers and controllers.
• Knowledge of IT security issues.
• Ability to communicate effectively, both orally and in writing.
• Ability to think critically and analytically to resolve problems and improve efficiencies.
• Ability to understand and anticipate new and changing business needs.
• Ability to work with a strong customer service orientation.

APPLICANT QUALIFICATIONS

• The successful candidate will possess a Bachelor’s Degree in Computer Science, Information Technology or related field by a recognized educational institution supplemented by 2+ years work experience, preferably within a policing and/or public sector organization.
• An equivalent combination of education and experience may be considered.
• Candidates with experience with VoIP, standard PBX voice (example: Nortel, Avaya), SIP trunking will be given preference.
• All applicants must obtain and maintain the required police security clearance throughout their employment with SPS, which includes a mandatory polygraph examination.

BENEFITS & COMPENSATION

SPS offers a comprehensive benefits package that includes extended health and dental coverage, and defined benefit pension through the Municipal Pension Plan.

• This is a unionized position, represented by CUPE 402.
• The salary range is $50.90/hour -$57.67/hour (pay grade 27) based on 2026 Rates.

Thank you for your interest in working with SPS. We pride ourselves on hiring members that model the mission, vision, and values of SPS through unquestioned integrity and sustaining a visible, credible, inclusive, and respected profile.