Unified Communications Analyst
Date Posted: Sep 5, 2025
Requisition ID: 465192
Location:
Indianapolis, IN, US, 46204
Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.
About the Indiana Office of Technology (IOT):
The Indiana Office of Technology provides cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so that they can better serve our mutual customer, the Hoosier taxpayer. IOT will also act as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation.
Role Overview:
The Unified Communications Analyst tracks Unified Communication and Telecommunication incidents and requests with service providers. You will coordinate activity with vendors and agency personnel and provide status updates to customers. The Analyst also supports Unified Communications desktop software applications and Outlook add-ons. You will assist with improving processes by running reports necessary to assess applications.
Salary :
This position traditionally starts at an annual salary of $55,224 but may be commensurate with education and job experience.
Use our Compensation Calculator (https://in.accessgov.com/spd/Forms/Page/spd/compensation-calculator/0) to view the total compensation package.
A Day in the Life:
The essential functions of this role are:
Assist?with testing during upgrades and new deployments.
Assist?with deployment of phones during relocation of agency office due to disaster.
Place, track, and close?requests and incidents with the State's Unified Communication and Telecommunication service providers; requests include, but are not limited to, moves/adds/changes and disconnects for phones, voicemail, desktop software, audio conference bridge, and related services.
Manage?voicemail and audio conference bridge services.
Support?Unified Communications desktop software and Outlook addons, support queue management.
Troubleshoot and manage moderately complex unified communications issues that may involve UC software.
Quote?Unified Communications services.
Generate?customer Unified Communication reports. ? ?
Work?Unified Communication tickets to resolve incidents, requests and provide customer support.?
Use various vendor online web-enabled portals for requests, incidents, billing and tracking, as well as an in-house expense management system.?
Provide?and update?Unified Communication documentation for agency and team record keeping and archive.
Required to be available during non-business hours as dictated by Manager or Supervisor. ?
The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.
This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
What You'll Need for Success:
You must meet the following requirements to be considered for employment:?
Minimum of an Associate's Degree required and a minimum of 5 years' job experience in supporting Unified Communications services.?
Extensive knowledge of telephony features and systems such as voicemail and audio conferencing. ?
Extensive knowledge of PBX, KTS, Voice over IP (VoIP).
Unified Communication and/or Telecommunication or related certifications required.
Very proficient knowledge of Outlook, Email, Word and Excel.?
Very proficient oral and written communication skills are required
Able to perform essential functions with or without reasonable accommodation.
Supervisory Responsibilities/Direct Reports:
This role may be utilized in a supervisory capacity based on agency needs.
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefits package for full-time employees that includes:
Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 in election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
Free LinkedIn Learning access
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
Current Employee? Click here (https://performancemanager8.successfactors.com/sf/careers/jobsearch?bplte_company=indianaoff) to apply.
