Video Conference Analyst

Role Responsibilities

Reporting to the Team Lead Video Conferencing, the Video Conference Systems Analyst (VCSA) provides operational support, consultation, and technical expertise for the Government of Alberta’s enterprise video conferencing services. This includes support for in‑room boardroom technology, cloud collaboration platforms (Microsoft Teams, Webex), and the VC core infrastructure.

This role supports the full lifecycle of video conferencing services from troubleshooting and installation to configuration, maintenance, vendor oversight, and continuous improvement, ensuring reliable, high‑quality experiences across all ministries.

The responsibilities of this role include:

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.

Role Responsibilities continued,

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.
• Troubleshooting various issues and problems on the video conferencing core infrastructure and peripheral video equipment and working with senior VC support resources when required.
• Maintaining VC core infrastructure software and hardware as directed by Senior VC analysts and assistance with any cloud-based device migrations.
• Diagnose and troubleshoot customer problems with video conference end points and related virtual cloud-based meeting software such as MS Teams, WebEx.
• Advise the Team Lead on issues, problems, etc. with existing systems and new development to help inform decision making.
• Participate in system analysis, business partner consultation, and requirements consultation as needed.
• Maintain strong relationships with business partners, technology partners, team members, and various stakeholder groups across the GoA and that requests are dealt with in a timely manner.
  
  

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:

https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Qualifications

Requirements: 

A related two-year diploma in computer science or a related discipline from a recognized post-secondary institution; or equivalent as described.

Equivalencies:

• A related one-year certificate from a recognized post-secondary institution and one year of related experience; or
• An industry-recognized certification from a credible source, such as AVIXA, Q-SYS, CET, ISC2 may be used in place of the 1-year certificate.

Assets:

• Strong expertise in Microsoft Teams Rooms (MTR), Teams Rooms Pro Management Portal, Teams Admin Center, and M365 administration.
• Hands-on experience configuring, supporting, and troubleshooting Teams Rooms and Teams-certified hardware (e.g., Logitech, Lenovo).
• Experience supporting Microsoft Teams, Cisco Webex, and cloud-based voice/video collaboration platforms.
• In-depth knowledge of Cisco video conferencing solutions, including SX Series, Room Kits, VCS/VCS‑E, and Webex Control Hub.
• Strong understanding of AV boardroom systems, including installations, integrations, peripherals, and lifecycle support.
• Proven ability to design and support VC/AV infrastructure, including patching, configuration, and data centre environments.
• Ability to develop technical Bills of Materials (BOMs) and apply AV/VC best practices, standards, and service delivery guidelines.
• Strong communication, customer service, and collaboration skills, with experience working across business areas, service desks, and external vendors.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Term of Employment: Permanent, Full-time position    

Hours of Work: 7.25 hours daily / 36.25 weekly – Monday to Friday
 
Location: Edmonton (with on site attendance at Edmonton offices and client boardrooms as required).

Final candidates may be required to undergo a security screening.

This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level. 

Applicants are required to provide a cover letter summarizing information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies. 

Additional Information:
In your resume, please include dates (including months and years) associated with all education and work experience. Also, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the GoA have to offer to prospective employees.

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs