Functional Analyst - A/V Media Services

• Provide operational support for platforms including Microsoft Teams, Webex, Cisco conferencing solutions, and other room control systems (e.g., Crestron, Logitech, Neat, etc.)
• Act as Tier 1-2 support, escalating complex or systemic issues as needed
• Coordinate with vendors and internal teams to support successful delivery
• Assist in evaluating new AV technologies and follow established AV standards and best practices
• Participate in AV‑related projects such as new room deployments, upgrades, and system refreshes
• Ensures up to date inventory of all A/V related assets
• Participates in the daily stand-ups, sprint reviews, and retrospectives to update progress, highlight and resolve impediments
• Completes required documentation to communicate required information to deployment, maintenance, service, and business teams
• Provides production support and helps drive down technical debt
• Develops customer relationships by listening and understanding the customer, anticipating, and providing solutions to customer needs, and prioritizing customer satisfaction
• Develop documentation and provide training to users as appropriate
• Define potential improvement changes to resolve errors, prevent the recurrence of problems or improve system maintainability and stability
• Provide SME around product(s) function and works with Product Owner and Business Partners to refine requirements/functionality

• Bachelor's degree in CS or equivalent
• 2-4 years of experience in supporting enterprise conferencing or A/V systems (conference rooms, collaboration tools, room hardware)
• AV and IT related certifications are a plus (e.g., CTS, Microsoft, Crestron Fundamentals, Network+)
• Basic knowledge of continuous integration / continuous delivery practices
• Demonstrated customer‑service mindset, with a focus on end‑user experience and issue resolution
• Basic understanding of AV signal flow, room design concepts, and AV networking fundamentals
• Ability to follow global AV standards and deployment guidelines
• Ability to manage multiple support requests, prioritize incidents, and meet response expectations in a fast‑paced environment
• Collaborative team player with a willingness to learn and grow within the AV and conferencing domain
• Demonstrated “agile-development” mindset with strong customer-focus & results-orientation
• Effective interpersonal, teamwork and collaboration skills
• Strong analytical and business problem solving skills
• Strong communication and documentation skills

AV and IT related certifications are a plus (e.g., CTS, Microsoft, Crestron Fundamentals, Network+)