Technical Administrator - Infrastructure and Unified Communications

Being good neighbors - helping people, investing in our communities, and making the world a better place - is who we are at State Farm. It is at the core of how we operate and the reason for our success. Come join a #1 team and do some good! Khakis optional. . .

At State Farm, we offer more than just a paycheck. Check out our suite of benefits designed to give you the flexibility you need to take care of you and your family!

• Get Paid! On top of our competitive pay, you are eligible for an annual raise and bonus.
• Stay Well! Focus on you and your family's health with our robust health and wellbeing programs. State Farm pays most of your healthcare premium, and we offer multiple healthcare plan options, including a high deductible plan. All medical plans provide 100% coverage for in-network preventative care, AND you and your family have access to vision, dental, telemedicine, 24/7 mental health professionals, and much more!
• Develop and Grow! Take advantage of educational benefits like industry leading training programs, top-notch tuition assistance programs, employee resource groups, and mentoring.
• Plan Ahead! Plan for those big moments in life with benefits like fertility/IVF/adoption assistance, college coaching, national discount programs, interactive monthly financial workshops, free financial coaching, and more. You can also start a savings account or consider financing through our State Farm Federal Credit Union!
• Take a Little "You" Time! You will have access to our generous time off policies designed so you can plan around holidays, family events, volunteering, or just to take a relaxing day off. With the opportunity to initially earn up to 20 days annually plus parental leave, paid holidays, celebration day, life leave (40 hours/year), bereavement leave, and community service/education support days, there will be plenty of time for you!
• Give Back! We offer several ways to give back through our Matching Gift Program, Good Neighbor Grant Program, and the Employee Assistance Fund.
• Finish Strong! Plan for retirement using free financial advisors and a 401(k) plan with company contributions of up to 7% of your salary.

Visit our State Farm Careers page for more information on our benefits, locations, and the hiring process of joining the State Farm team!

The Unified Communications Service Delivery team is responsible for the day-to-day interaction and oversight of the voice infrastructure, products, services, and work being performed by Managed Service Provider (MSP). The Service Delivery team is responsible for the relationship development, continuous improvement of services, and prioritization of work. The Service Delivery Team will validate reports, metrics, and resource unit consumption provided by MSP. The Service Delivery Team will have vendor engagement responsibilities for other 3rd Party vendor and services that provide the technologies and services utilized within the Voice space.

In addition, here are a few specific high-level responsibilities:
* Conduct regular service reviews, audit MSP performance and productivity relative to SLAs, validate SLAs and key measures are met, and handle exception requests for in-scope products
* Liaison for MSP to escalate to State Farm teams for incident and problem management prioritization and escalation focused on achieving desired outcomes
* Analyze metrics to assist and educate leadership on vendor service performance
* Analyze and consults with business partners on their inquiries related to automation, application and procedures questions impacting the operation
* Build relationships with business partners and serves as a liaison between business partners and MSP.
* Serve as the primary point of contact between the State Farm team and the provider regarding service delivery changes, problems, and recovery effort
* Foster a strong relationship and interact daily/weekly with MSP performance, and ensure contractual compliance, outcomes, and contractual obligations are met, issues documented, impediments are addressed
* Serve as point of contact and facilitate resolution of escalated service provider issues and concerns about contracted work, and/or assisting in resolving conflicts between "customer" and the service provider, engaging appropriate parties.

* Unified Communications/VoIP Experience
* Infrastructure experience
* Risk management experience
* Ability to manage competing priorities
* Strong drive for results and outcomes
* Strong communication and organizational skills
* Ability to hold vendors accountable and provide feedback and escalation as required
* Exhibit a growth mindset of innovation, while focusing on creation of exceptional customer service
* Vendor relationship experience
* Ability to work in an ambiguous environment and make informative decisions

HYBRID: Qualified candidates (in or near hub locations listed below) should plan to spend time working from home and some time working in the office as part of our hybrid work environment.
HUB LOCATIONS: Dunwoody, GA; Richardson, TX; Tempe, AZ; or Bloomington, IL

SPONSORSHIP: Applicants for this position are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity.

Potential starting Salary is $63,976.25 - $150,000 annually. Because work-life-balance is a priority at State Farm, compensation is based on our standard 38:45-hour work week! Salary offered is dependent on skills and qualifications, with the high end of the range limited to applicants with significant relevant experience.

Potential yearly incentive pay up to 15% of base salary.

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