NETWORK SYSTEMS ANALYST - 60048608

Requisition No: 882999

Agency: Children and Families

Working Title: NETWORK SYSTEMS ANALYST - 60048608

Pay Plan: Career Service

Position Number: 60048608

Salary: $42,561.57

Posting Closing Date: 09/16/2026

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**Anticipated Vacancy**

This position is located at the DCF Headquarters in Tallahassee, FL, however, working on-site at another DCF location is negotiable.

This position is in the Office of Information Technology Services

This position works in office full time.

Working Title: Voice Systems Analyst - Enterprise Telephony and Contact Center Systems

DMS Title: Network Systems Analyst

SPECIAL NOTES

Only US citizens and lawfully authorized alien workers will be hired.

All selected male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS). Verification of Selective Service registration will be conducted prior to hire . For more information, please visit the SSS website:

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided and you required to repay all benefits received depending upon the date of your retirement.

BACKGROUND SCREENING REQUIREMENT: It is the policy of the Florida Department of Children and Families that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S. No applicant may begin employment until the background investigation results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background investigations shall include, but are not limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies. Employees also are subject to background re-screening at least every five (5) years. No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency.

Work Schedule: Monday–Friday, 8:00 AM–5:00 PM, with overtime and on-call as required.
Work Location: DCF Headquarters, Tallahassee, FL.

MINIMUM REQUIREMENTS:

Responses to qualifying questions concerning education, experience, knowledge, skills, and abilities must be verifiable through information provided in the candidate profile and any attached resume. Entering “see resume” does not substitute for completing all applicable sections of the candidate profile. Candidates with incomplete candidate profiles may not receive employment consideration.

The candidate must meet one of the following education or experience requirements:

A bachelor’s degree from an accredited college or university in telecommunications, information technology, computer science, management information systems, network engineering, or a closely related field; or

At least two years of technical support experience in an enterprise information technology environment, such as telephony, unified communications, contact center support, network support, desktop support, server support, or Help Desk operations.

In addition, the candidate must have :

At least one year of professional, hands-on experience supporting or troubleshooting IT hardware, software, and/or peripheral devices.

At least one year of experience using Microsoft 365 applications and related tools, such as Outlook, Teams, Word, Excel, PowerPoint, and Visio.

Experience documenting technical work, troubleshooting activities, system changes, procedures, or project-related information.

Experience independently organizing, prioritizing, and completing assigned work with limited day-to-day supervision.

The ability to maintain focus, track multiple open assignments, initiate required follow-up, meet established deadlines, and carry work through completion without reliance on repeated reminders or continuous task-by-task direction.

The ability to take ownership of assigned issues, projects, and customer requests and remain accountable for results through final resolution or formal transition.

The ability to communicate directly, confidently, and professionally with technical teams, vendors, service providers, business representatives, management, and end users.

The ability to recognize when independent action is appropriate, when approval is required, and when an issue must be escalated.

The ability to work effectively in a high-stress, fast-paced technical environment.

The ability and willingness to work full time at DCF Headquarters in Tallahassee or agreed upon DCF location.

The ability and willingness to participate in an on-call rotation and perform planned or emergency after-hours work.

PREFERENCES

Preference may be given to candidates who have one or more of the following:

At least one year of hands-on experience supporting or troubleshooting one or more of the following: enterprise telephony, Voice over IP, Session Initiation Protocol, Direct Inward Dialing, call routing, unified communications, or contact center technologies.

Experience working in a highly self-directed technical position with responsibility for independently managing assignments, customer relationships, vendor coordination, deadlines, and deliverables.

Experience serving as the primary technical point of contact for an assigned customer, service, system, incident, or project.

Experience supporting telephony or contact center services in a large enterprise, government, healthcare, public-safety, human-services, or other mission-critical environment.

Experience with on-premises or cloud-based platforms such as Avaya, Genesys, Verint, Calabrio, Microsoft Teams Phone, or comparable products.

Experience administering or supporting automatic call distribution, interactive voice response, call queues, skills-based routing, callback, call recording, quality management, workforce management, reporting, or digital contact channels.

Experience troubleshooting or configuring SIP trunks, DID or toll-free numbers, call routing, softphones, endpoints, or carrier services.

Working knowledge of VoIP and SIP protocols and their interaction with network services, including TCP/IP, DNS, DHCP, virtual LANs, Quality of Service, firewalls, and network routing.

Experience working directly with telecommunications carriers, manufacturers, vendors, or managed-service providers to resolve technical issues, coordinate implementations, and hold assigned work to established requirements and deadlines.

Experience gathering and documenting business requirements and translating those requirements into technical configurations or solution recommendations.

Experience independently coordinating a small technical project or serving as a technical resource on a larger project.

Experience leading customer or vendor discussions, gathering required information, establishing next steps, documenting decisions, and following assigned actions through completion.

Experience developing test plans, implementation plans, change records, rollback plans, status reports, technical diagrams, operating procedures, or knowledge articles.

Experience with incident management, problem management, root-cause analysis, change management, or service continuity activities.

CompTIA A+, CompTIA Network+, Cisco CCNA, ITIL, telecommunications, cloud contact center, or comparable technical certification.

POSITION DESCRIPTION:

This position serves as a Voice Systems Analyst supporting DCF’s statewide enterprise telephony, unified communications, and contact center environment. The environment supports approximately 6,000 Department users in addition to approximately eight contact centers, including systems supporting the Florida Abuse Hotline and Economic Self-Sufficiency statewide operations.

The position performs administration, configuration, analysis, troubleshooting, documentation, project coordination, and daily operational support for enterprise voice and contact center technologies. Supported services may include Voice over IP, SIP trunks, carrier services, DID and toll-free numbers, call routing, automatic call distribution, interactive voice response, call queues, softphones, physical endpoints, voicemail, call recording, workforce management, reporting, and related integrations.

The incumbent works directly with DCF business units to understand operational needs, gather and document business and technical requirements, evaluate existing workflows, and assist with identifying appropriate technical solutions. The position independently coordinates smaller telephony and contact center projects and serves as a technical resource on larger projects managed by Department leadership, a project manager, or another designated project owner.

This is a highly self-directed position. Management establishes organizational priorities, expected outcomes, applicable standards, and escalation paths; however, the incumbent is responsible for independently planning and managing daily work, determining appropriate next steps, maintaining momentum, initiating follow-up, coordinating with customers and vendors, identifying risks, and producing complete and timely results.

The position is not structured around continuous task assignment, detailed day-to-day supervision, or repeated management reminders. The incumbent must be capable of receiving an assignment or expected outcome, developing an appropriate course of action, identifying needed resources and participants, carrying the work forward, and keeping management informed without depending upon management to direct each individual step.

The incumbent is expected to take ownership of assigned work and remain responsible for its progress through resolution, implementation, or formal transition. This includes monitoring open items, following up on outstanding responses, identifying and addressing potential delays, providing status updates before they are requested, and escalating barriers early enough for corrective action to be taken.

The incumbent must be comfortable and confident representing the Telephony Team in discussions with customers, vendors, technical teams, service providers, and Department leadership. The employee must be able to ask appropriate questions, explain technical issues clearly, manage expectations professionally, document decisions, establish next steps, and ensure that commitments are followed through to completion.

Independent work does not mean acting outside established authority or Department processes. The successful candidate must exercise sound judgment regarding when to proceed independently, when to consult with team members or management, when formal approval is required, and when an issue, risk, or decision must be escalated.

This is not a traditional network administration position. However, the position requires working knowledge of networking concepts and services as they relate to voice, unified communications, and contact center technologies.

The successful candidate must be organized, focused, dependable, thorough, customer-focused, and attentive to detail. The individual must demonstrate initiative, personal accountability, professional confidence, excellent follow-through, and the ability to produce results with limited day-to-day oversight while collaborating effectively with technical teams, business representatives, vendors, and Department leadership.

Because this position supports mission-critical and 24-hour operations, including the Florida Abuse Hotline, and 3 hospital facilities, participation in an on-call rotation and after-hours maintenance or incident response is required.

ESSENTIAL WORK STYLE AND ACCOUNTABILITY EXPECTATIONS:

The incumbent is expected to:

Work independently and productively with limited day-to-day supervision.

Take ownership of assigned issues, projects, customer requests, and operational responsibilities.

Organize and prioritize daily work based on operational impact, urgency, deadlines, dependencies, and established Department priorities.

Determine and initiate appropriate next steps without waiting for routine task-by-task instruction.

Maintain focus and forward progress while managing interruptions, competing priorities, incidents, customer needs, and project responsibilities.

Track open assignments, commitments, customer requests, vendor actions, due dates, risks, and unresolved issues.

Initiate follow-up with customers, vendors, service providers, and technical teams without waiting for management reminders.

Remain accountable for assigned work through resolution, implementation, documentation, validation, or formal transition to another responsible party.

Provide accurate and timely status updates without requiring management to repeatedly request information.

Communicate potential delays, risks, failures, or resource needs as soon as they are identified.

Arrive at meetings prepared, contribute confidently, document decisions and action items, and complete assigned follow-up.

Communicate clearly and professionally with customers and vendors, including during difficult, time-sensitive, or service-impacting situations.

Develop reasonable recommendations and potential solutions rather than presenting problems without analysis or proposed next steps.

Exercise sound independent judgment while complying with technical standards, security requirements, change-management procedures, and approval processes.

Recognize the limits of assigned authority and appropriately seek guidance, approval, or escalation when needed.

Produce complete, accurate, supportable, and well-documented results.

EXAMPLES OF WORK:

Independently manages assigned operational work, technical issues, customer requests, project tasks, and follow-up activities from initial assignment through completion.

Reviews assigned tickets, projects, system alerts, correspondence, commitments, and due dates and initiates required action without waiting for repeated direction.

Develops an appropriate plan of action, identifies required participants and dependencies, establishes next steps, and maintains progress toward the expected outcome.

Serves as the primary point of coordination for assigned work and communicates directly with customers, vendors, service providers, technical teams, and other stakeholders.

Provides proactive status updates, identifies potential delays or risks, and escalates barriers before they prevent successful or timely completion.

Administers, configures, monitors, and supports DCF’s enterprise telephony, unified communications, and contact center systems.

Provisions and maintains users, extensions, DIDs, toll-free numbers, softphones, physical endpoints, voicemail, call queues, skills, routing rules, agent profiles, and supervisor access.

Supports voice and contact center channels that may include telephone calls, callback, web, fax, SMS, and other digital communications where implemented.

Troubleshoots call routing, signaling, audio quality, endpoint, network dependency, carrier, SIP, application, integration, and user-configuration issues.

Uses available monitoring, diagnostic, reporting, and vendor tools to identify service-impacting conditions and determine appropriate corrective action.

Investigates problems beyond the initial symptom, identifies contributing factors, develops or coordinates corrective actions, and follows the issue through validation and closure.

Monitors platform health, capacity, performance, licensing, call quality, system alerts, and service availability.

Performs station, extension, license, configuration, and inventory audits to support accuracy, capacity planning, security, operational efficiency, and cost management.

Coordinates directly with telecommunications carriers, manufacturers, vendors, managed-service providers, and internal IT teams to investigate and resolve incidents.

Communicates technical expectations clearly, confirms assigned vendor actions and deadlines, monitors progress, and follows up until required deliverables or resolutions are received.

Participates in major-incident response, including technical troubleshooting, vendor escalation, service restoration, status updates, root-cause analysis, and after-action documentation.

Gathers, analyzes, documents, and validates business, operational, functional, and technical requirements for new services, system changes, call flows, or contact center capabilities.

Leads or actively participates in customer discussions to understand business needs, clarify requirements, identify operational impacts, and establish agreed-upon next steps.

Reviews existing workflows and call-handling processes and assists business units in identifying technical needs, dependencies, risks, and potential solution options.

Independently coordinates small telephony or contact center projects from requirements gathering through testing, implementation, documentation, and transition to operational support.

Develops project schedules, task lists, requirements documentation, risk and issue logs, status updates, test plans, implementation plans, communication plans, change records, and rollback procedures for assigned work.

Maintains project momentum by tracking tasks, following up with responsible participants, addressing unresolved questions, coordinating dependencies, and communicating changes or delays.

Serves as a technical resource on larger projects managed by Department leadership, a project manager, or another designated project owner.

Coordinates technical activities, dependencies, vendor tasks, testing, and implementation readiness for assigned project work.

Assists business units with user acceptance testing and validates that implemented configurations meet approved requirements.

Performs post-implementation validation and independently addresses or coordinates the resolution of identified issues.

Assists with the design and deployment of new telephony features, call flows, integrations, routing structures, and contact center capabilities.

Performs approved system maintenance, software updates, configuration changes, platform upgrades, and service implementations.

Follows Department change-management processes and ensures that required testing, approvals, communication, implementation, validation, and rollback planning are completed.

Creates and maintains accurate technical documentation, including architecture and call-flow diagrams, configuration records, operating procedures, troubleshooting guides, support runbooks, knowledge articles, station audits, and project documentation.

Maintains sufficient ticket and work documentation so that another technical resource can understand the issue, actions taken, customer communication, current status, remaining work, and final resolution.

Provides timely and accurate status information to customers, technical teams, management, vendors, and other stakeholders without waiting for repeated requests.

Provides technical consultation and solution guidance to DCF programs and business units regarding new or existing voice and contact center services.

Establishes professional credibility with customers and vendors through preparation, technical knowledge, dependable follow-through, honest communication, and responsive service.

Collaborates with Help Desk, Desktop Support, Network, Server, Security, Application

Development, project management, and business teams to ensure integrated system functionality.

Supports service continuity, disaster recovery, failover, restoration, and operational-readiness testing as assigned.

Supports compliance with applicable Department requirements concerning information security, privacy, accessibility, records retention, auditability, and continuity of operations.

Provides technical knowledge transfer and assistance to other team members and support groups.

Participates in the on-call rotation and performs planned or emergency after-hours work as required.

Performs other related duties as required.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of enterprise telephony, Voice over IP, unified communications, SIP, DID, toll-free, and contact center concepts.
• Knowledge of automatic call distribution, interactive voice response, skills-based routing, call queues, call flows, agent and supervisor configurations, and related contact center functions.
• Knowledge of network principles and services as they affect voice and contact center technologies.
• Knowledge of incident, problem, change, release, and service-continuity practices.
• Knowledge of basic project coordination and business analysis practices.
• Skill in analyzing and troubleshooting complex technical issues.
• Skill in gathering, organizing, documenting, and validating business and technical requirements.
• Skill in developing clear technical documentation, diagrams, implementation plans, test plans, procedures, and status reports.
• Skill in using monitoring, diagnostic, administrative, reporting, and ticket-management tools.
• Ability to work independently and remain productive with limited day-to-day oversight.
• Ability to demonstrate initiative, self-direction, personal accountability, and consistent follow-through.
• Ability to independently plan daily work, identify required next steps, and move assignments forward without continuous task-by-task direction.
• Ability to maintain focus and productivity while managing competing priorities and frequent interruptions.
• Ability to recognize work that requires attention and initiate appropriate action without waiting for repeated reminders.
• Ability to independently plan and coordinate small technical projects.
• Ability to serve as a technical resource within a larger formally managed project.
• Ability to take ownership of an issue or assignment and remain engaged through full resolution or formal transition.
• Ability to track commitments, deadlines, dependencies, outstanding responses, and unresolved issues.
• Ability to identify dependencies, risks, issues, resource needs, and implementation considerations.
• Ability to evaluate information, identify patterns, develop possible solutions, and recommend appropriate corrective actions.
• Ability to provide proactive, accurate, and timely status updates.
• Ability to identify and escalate risks, delays, and barriers before they significantly affect service or project delivery.
• Ability to lead or actively participate in customer, vendor, technical, and project discussions with professional confidence.
• Ability to communicate technical information clearly to technical and non-technical audiences.
• Ability to ask effective questions, clarify expectations, manage customer concerns, and establish actionable next steps.
• Ability to communicate firmly and professionally with vendors and service providers concerning technical requirements, assigned actions, deadlines, and unresolved problems.
• Ability to establish and maintain effective working relationships with customers, coworkers, leadership, vendors, and service providers.
• Ability to manage multiple priorities and complete assignments within established deadlines.
• Ability to remain effective during high-priority incidents and service interruptions.
• Ability to exercise sound judgment regarding when to proceed independently, when to seek approval, and when to escalate.
• Ability to comply with established technical, security, documentation, change-management, and approval requirements while working independently.
• Ability to maintain accurate records and protect confidential or sensitive information.
• Ability to provide professional, responsive, and customer-focused service.
• Ability to produce complete, accurate, timely, and well-documented results.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center View phone number on aiapply.co). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.