IT Analyst - Voice & Collaboration

Buckeye Partners L.P.; Wescosville (PA); On-site; USD 55,000 - 85,000; Full time

Job summary

Buckeye Partners L.P. is seeking an IT Analyst, Voice & Collaboration to maintain and develop voice-related technologies including Cisco Unified Communications Manager, Webex, and iOS/iPadOS support with Intune MDM. You will manage end-user tickets via ServiceNow and uphold SLAs.

The role requires 1–3 years IT support experience, familiarity with Cisco and WebEx, and proficiency in MS 365 MDM/ABM. Strong documentation and customer service skills are essential.

Qualifications

• HS Diploma or GED; degree preferred in Information Systems or related discipline.
• 1–3 years IT support experience.
• Experience with Cisco Unified Communications platform and Cisco support vendor.
• Experience with Apple iOS mobility and related support vendor.
• Experience with Microsoft 365 endpoint management and MDM/ABM.
• Experience with WebEx App for messaging/conferencing; train end users.
• Ability to develop and maintain documentation and support standards.

Responsibilities

• Project implementation: complete tasks for new applications and document end-user requirements.
• System maintenance: respond to issues and maintain systems and technologies.
• Application administration: assist in setup and admin of system interfaces.
• Internal IT support: lifecycle management of assigned applications.
• Documentation: create and update documentation (IT PMO, Disaster Recovery, Interconnection).
• Testing: test upgrades and provide upgrade recommendations.
• On-call support: provide after-hours support as needed to Operations.
• Customer service: deliver exceptional service to users.
• Process improvements: identify efficiency opportunities and propose improvements.
• Other duties as assigned.

Skills

IT support

Customer service

Education

Bachelor's degree in Information Systems or related discipline

Tools

Cisco Unified Communications

WebEx App

Apple iOS mobility (MDM)

Microsoft Intune (MDM/ABM)

Office 365 endpoint management

Job description

Buckeye is the premier infrastructure and logistics provider for the world’s energy needs, both today and tomorrow. Since 1886, we have successfully navigated transitions in the way energy has been distributed to continually meet the needs of an evolving market and industry environment. Our people are a critical element to the success and longevity of our operational history and our future as we seek to thrive through the energy transition.

We own and operate a diversified global network of integrated assets providing midstream logistic solutions, primarily consisting of the transportation, storage, processing, and marketing of liquid petroleum products. We are committed to safely and responsibly providing world-class service to meet the continually evolving energy needs of our customers and the communities we serve. As part of this commitment to our customers, we are continually diversifying our platform and service offerings to enable less carbon intensive energy solutions and undertaking decarbonization efforts on our operations.

Role Summary:

The IT Analyst, Voice & Collaboration role will be directly involved in maintaining and developing areas of technology related to voice systems including Cisco Unified Communication Manager and its related Webex environment, Apple iOS/iPadOS support with mobile device management using Microsoft InTune, Audio/Video/Conference room assistance, and end-user support. The role will utilize Service Now ticketing system for management of end user support tickets and adhere to Service Level Agreements.

Responsibilities & Essential Functions include:

• Project Implementation. Complete assigned tasks that assist with the implementation of various projects related to Buckeye’s applications. Document end-user requirements related to the new applications.
• System Maintenance. Perform the maintenance of the various systems and technologies. Respond to reported application issues.
• Application Administration. Assist system administrators in the setup of assigned applications and administering systems interfaces.
• Internal Support. Support the various IT systems with lifecycle management of assigned and dependent applications.
• Documentation. Create documentation for all supported applications and ensure documentation is current. Documentation may include IT PMO, Disaster Recovery, Interconnection, etc.
• Testing. Test application upgrades before releasing them to Buckeye Business and provide recommendations for application system upgrades and enhancements.
• On-Call Support. Provide on-call support during non-business hours to Operations on an as-needed basis.
• Customer Service. Provide exceptional customer service.
• Process Improvements. Assist with identifying potential opportunities to increase efficiencies and/or improvements to existing processes. Help identify gaps in the current business model and propose processes that will help move the business forward.
• And other duties as assigned.

Position Requirements:

• HS Diploma or GED Equivalent, Certifications, College degree preferred in Information System or related discipline.
• 1-3 Years of IT support experience.
• Cisco unified communications platform. Troubleshoot, support and work with Cisco support vendor.
• Apple IOS mobility platform. Troubleshoot, support and work with Apple support vendor.
• Microsoft Office 365 End point management platform. Manage and support mobile devices within the standard MDM and ABM platforms.
• WebEx App. (Messaging and Conference equipment) Troubleshoot, support, train end users and work with WebEx support vendor.
• Provide support for local conference rooms with AV needs, work closely with other IT teams in cross support areas. Develop and help maintain documentation, processes and support standards.

Additional Valuable Skills:

• Makes clear and convincing verbal presentations to individuals or groups. Independently delivers presentations and briefings as required within role. Effectively and consistently facilitates meetings with key stakeholders.
• Decision Making & Problem Solving. Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, experience, and judgement. Appropriately escalates issues requiring direct manager insights, input on decisions. Ability to effectively seek out others, including leaders or key stakeholders to ensure the best decision is made.
• Customer Service. With guidance identifies potential issues that could impact internal or external customers and resolves issues as appropriate. Promptly reacts to requests from customers in a timely and professional manner. Reinforces importance of customer service.
• Stakeholder Engagement. Ability to maintain good relationships with the people who have the most impact on your work. Actively seek feedback from stakeholder groups; develop effective listening skills.
• Use of Resources. Ability to lead self and request resources as necessary to deliver work deliverables.
• Time Management & Organization. Can effectively structure work and agreed deliverables according to company standards. Ability to organize tasks and time to prioritize activities that advance project goals and key deliverables.
• Self-Development. Takes initiative to work with direct manager to assess development needs and seeks out constructive feedback. Works with direct manager to implement plans as needed to improve upon identified development needs. Works with direct manager to proactively gain knowledge and seeks opportunities to further develop abilities.

Essential Functions:

• This position requires the ability to safely and successfully perform essential job functions consistent with ADA, FMLA and other federal, state and local standards, including meeting qualitative and or/quantitative productivity standards.
• This role requires the ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
• This position requires compliance with all personnel policies.

Physical & Safety Requirements:

• The person in this position needs to occasionally move inside the office to access file cabinets, office equipment, etc.
• This role continuously operates a computer and other office productivity equipment (i.e. a calculator, copy machine and computer printer).

About You:

To be successful in the Buckeye culture, our employees must possess a demonstrated commitment to environmental responsibility and regulatory compliance. Excellent communication, both written and verbal, as well as strong organizational skills are paramount. You must work independently and be able to exercise tact, discretion, and professionalism when dealing with internal and external customers, and when handling sensitive and confidential information.

Buckeye wants to create and reward an organizational focus that stimulates the creative and entrepreneurial actions of its employees that result in innovative ways of reducing costs, generating revenues, improving productivity, or improving processes.

People First Culture:

From managing over 5,000 miles of pipeline to commercializing clean energy projects, our people collaborate to provide world-class service and meet the changing energy needs of our customers. Our employee-first culture means that we invest in our employees and equip them to be fully contributing members of high performing teams. We are focused on collaboration, inclusion, empowerment, accountability, and professional development. We want the best in you to bring out the best in us.

Join us as we work together to build a business that is responsive to the needs of the future while continuing to serve the energy needs of communities today.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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