The Associate Project Manager is responsible for working on project teams for major construction, renovations, and moves to ensure that telephony and data needs are met. They are responsible for consulting with individual customers to explain telephony options so that the most cost-efficient solution for the customers' business needs can be determined. The APM is responsible for entering orders in Pinnacle, and must be available for questions and training, if needed, when a project is complete.
Voice Services is responsible for processing all voice services orders and first line support for voice customers in the university and medical center. The team consists of associate project managers who manage large voice projects and technical support specialists who staff the repair line and provide tier 1 support for all VUIT voice products. The team is also responsible for order entry and customer consultations, call center workflow design and implementation.
Duties and Responsibilities
Serves as project lead on all major moves, new building installations and off-premise telecommunications installations.
Gathers pertinent information in preparation of the project, including facility, equipment, contractor and personnel requirements, etc.
Facilitates meetings with department level project managers, other departmental representatives, contractors, etc. to implement and manage the project plan, pertinent spreadsheets, floor plans, etc.
Tracks the progress of project field changes, monitor customer satisfaction, and train appropriate staff
Documents and saves in SharePoint, spreadsheets, flowcharts, etc. that detail the telephony set up for the project
Interprets and processes orders through VUIT technical management system (Pinnacle) which includes research to determine validity of customer data prior to entering the order
Schedules tasks with the appropriate teams, and assures coordinated efforts with Network Services and Partner Support during the installation phase
Demonstrates ability to translate customer needs into detailed technical requirements/specifications
Provides Tier 2 support for the Repair Line, and are expected to have a high level of troubleshooting skills for all phone types and services
Provides orientation and end-user training for Automatic Call Distribution training, NEC phone and related equipment training, Voice Mail training, Gnav training, SfB telephony training
Develops documentation that may be circulated to assist customers learning new technologies
Profile of an Ideal Candidate
Bachelors' degree or equivalent experience is necessary
PMP certification is preferred
2 years of either telephony experience or project management experience is necessary
5 years of combined telephony and project management experience is preferred
Competency with Microsoft Office products, particularly Word and Excel is necessary
Familiarity with Skype for Business is necessary
Competency with Microsoft Outlook is necessary
Competency with Visio and MS Project is preferred
Commitment to Equity, Diversity and Inclusion
Vanderbilt University is committed to achieving the goal of a diverse and inclusive academic community of faculty, staff, and students. We seek individuals who are committed to this goal and our campus values.
Internal Number: 1902044
About Vanderbilt University
Vanderbilt University is a center for scholarly research, informed and creative teaching, and service to the community and society at large. Vanderbilt will uphold the highest standards and be a leader in the quest for new knowledge through scholarship, the dissemination of knowledge through teaching and outreach, and the creative experimentation of ideas and concepts. In pursuit of these goals, Vanderbilt values most highly intellectual freedom that supports open inquiry, equality, compassion, and excellence in all endeavors.