Video Conference Analyst

Video Conference Analyst

The Ministry of Technology and Innovation is seeking a Video Conference Analyst to provide operational support, consultation, and technical expertise for the Government of Alberta’s enterprise video conferencing services. This role is crucial for ensuring reliable, high-quality video conferencing experiences across all ministries, supporting everything from in-room boardroom technology to cloud collaboration platforms.

Role Responsibilities

Reporting to the Team Lead Video Conferencing, the Video Conference Systems Analyst (VCSA) will manage the full lifecycle of video conferencing services. This includes troubleshooting, installation, configuration, maintenance, vendor oversight, and continuous improvement.

Operational Support

• Provide day-to-day operational support for the VC core infrastructure, including configuration, fixes, patches, upgrades, and updates.
• Support and configure Cisco video endpoints, Microsoft Teams Rooms (MTRs), and related AV peripherals.
• Troubleshoot issues with video conferencing hardware, software, and cloud collaboration tools (MS Teams, Webex).
• Resolve BERNIE tickets and ensure timely, accurate communication with clients, including VIPs and executives.
• Provide on-site support in Edmonton boardrooms as required.
• Maintain documentation, configuration records, and support guides.

Boardroom Technology & BaaS Support

• Assist in transitioning and upgrading boardrooms to Microsoft Teams certified hardware.
• Test and validate boardroom functionality following installations or upgrades.
• Identify deficiencies, functional defects, and opportunities for improvement.
• Ensure boardroom operational readiness and adherence to GoA standards.
• Provide consultation to ministries on boardroom design, technology selection, and usage best practices.

Vendor Coordination & Oversight

• Coordinate scheduling of contracted AV vendor resources for installations and upgrades.
• Provide oversight to ensure vendor work meets GoA standards, policies, and quality expectations.
• Validate installations, perform quality checks, and escalate issues when required.
• Create Bills of Materials (BOMs) for boardroom builds and upgrades.

Client Support, Training & Consultation

• Provide telephone, email, and in-person support to ministry clients, including executives.
• Deliver one-on-one coaching and training on VC hardware and software.
• Participate in requirements sessions to clarify business needs and support boardroom design decisions.
• Maintain strong relationships with business partners, Service Desk, EUC, BaaS, and contracted vendors.
• Advise clients on new features, improvements, and opportunities to streamline workflows.

Service Support & Incident Response

• Restore failed or degraded services through troubleshooting, configuration, and collaboration with internal teams and outsourced suppliers.
• Follow change management procedures for updates, migrations, and releases.
• Participate in incident response activities and provide on-call support as needed.

Service Improvement & Innovation

• Research emerging collaboration technologies and participate in pilots or evaluations.
• Contribute to change and release management processes.
• Suggest improvements to increase efficiency, reliability, and user experience.
• Generate reports, statistics, and analysis to support decision-making.

Qualifications

• A related two-year diploma in computer science or a related discipline from a recognized post-secondary institution; or equivalent.
• Equivalencies: A related one-year certificate and one year of related experience; or an industry-recognized certification (e.g., AVIXA, Q-SYS, CET, ISC2).
• Assets: Strong expertise in Microsoft Teams Rooms (MTR), M365 administration. Hands-on experience with Teams Rooms hardware. Experience supporting Microsoft Teams, Cisco Webex, and cloud-based voice/video collaboration platforms. In-depth knowledge of Cisco video conferencing solutions. Strong understanding of AV boardroom systems. Ability to develop technical Bills of Materials (BOMs). Strong communication, customer service, and collaboration skills.

Key skills/competency

• Video Conferencing
• Microsoft Teams Rooms
• Cisco Video Endpoints
• AV Peripherals
• Cloud Collaboration Platforms
• Troubleshooting
• System Analysis
• IT Support
• Vendor Management
• Client Consultation