- Company:AmerisourceBerg
en - Location:Chesterbrook, PA 19087
- Job Type:Full Time
Employee - Industries:Healthcare Services
- Occupation:General/Other: IT/Software Development
Telecommunications Administration/Management - Career Level:Experienced (Non-Manager)
- Job Category:IT/Software Development
- Reference Code:000013IX
Telecom Analyst
AmerisourceBergen Corporation is one of the world's largest pharmaceutical services companies serving global markets with a focus on the pharmaceutical supply chain. Servicing both pharmaceutical manufacturers and healthcare providers, the Company provides drug distribution and related services designed to reduce costs and improve patient outcomes. Our scale, our position in the healthcare industry, and the value we bring to the channel have all helped our business continue to succeed.
Headquartered in Valley Forge, PA, AmerisourceBergen has locations around the world. In the US, we handle about 20% of all of the pharmaceuticals sold and distributed throughout the country.
We strive to take costs out of the healthcare system by using our scale and efficient operations to drive value for our customers. In addition to delivering pharmaceuticals on a just-in-time basis to tens of thousands of healthcare providers every day, we provide business support and consulting services to help our customers focus on their key strength—caring for patients.
AmerisourceBergen is committed to the safety and security of the nation’s pharmaceutical supply chain. We purchase all branded and generic pharmaceuticals only directly from the product’s manufacturer, except in the rare instance that we are required to do otherwise either by the manufacturer or a government agency.
The pharmaceutical distribution business of AmerisourceBergen operates under the business units of:
- AmerisourceBergen Drug Corporation
- AmerisourceBergen Specialty Group
- AmerisourceBergen Consulting Services
- World Courier
Under the general direction and supervision of the Manager, Telecommunications Technologies, the Telecom Analyst will be responsible for supporting telecommunications systems and equipment including voice, video, fax, and mobile communications for the corporation including contact center technologies.
1. Responsible for managing the day-to-day telephony operation and provide ongoing support for ABC associates.
2. Maintain technical and end user documentation regarding process and procedure for all telephony related activities and services in accordance with the Corporate Telecom strategy.
3. Provide associates with as needed instruction and/or training for telephony feature functionality including contact center technologies.
4. Collaborate with vendors to maintain product knowledge and future offerings.
5. Triage events to provide suppliers/vendors/partners with accurate and adequate information to effectively and efficiently resolve incidents and changes.
6. Manage incidents with service partner or vendor/carrier as needed.
7. Maintain partnership with Strategic Sourcing for managing vendors and service/equipment catalogs.
8. Interacts regularly with associates and various levels of management in the corporate office and in the field to understand their business needs and to develop strategies to meet those needs.
9. Performs related duties as assigned.
Normally requires a College Degree in Computer Science, Engineering, or Mathematics or equivalent and 5+ years of experience including implementation, documentation and troubleshooting. As well as, 2-3 years of telecommunications support. Experience with Avaya and NICE systems highly preferred.
- Detailed knowledge of voice, data, and video communications and infrastructure.
- Strong analytical and problem solving skills.
- Strong organizational skills; attention to detail.
- Strong computer skills in order to effectively create and maintain technical and informational documentation.
- Strong understanding of current technologies in area of expertise.
- Strong customer focus and ability to manage customer expectations
- Solid background in contact center technology and support.
- Good group presentation skills.
- Good interpersonal skills and the ability to communicate effectively both orally and in writing.
- Self-discipline for performing quality work; self-starter.
- Ability to prioritize work load and consistently meet deadlines; good time management skills.
- Ability to blend creativity problem solving and technical skills to sustain successful customer relationships.
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