Service Delivery/ Procurement at an Enterprise Level for Voice/VoIP Telecom Audit / Analysis

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

• Remote for North Carolina or South Carolina Only**

The (Voice/VoIP) Telecom Audit Analyst III will manage Service Delivery of Voice/VoIP Telecom services from multiple strategic partners. In addition to:

• Order placement and management of all aspects of the service delivery cycle.
• Lead and manage medium to large scale telecom projects with multiple providers and internal IT teams.
• Perform target telecom audits for cost avoidance.
• Provide telecom ordering technical support, expertise and training for IT teams.
• Manage the vendor relationship through feedback, collaboration and process improvements to enhance the overall delivery of services.
• Create accurate telecom inventory for TEMs application.

Additional Details:

• Manage and complete daily Voice/VoIP order tasks in ServiceNow application.
• Conduct project planning, execution and completion of medium to large scale enterprise telecom projects. Includes standardization and normalization of all project information such as, trackers, vendor project information, vendor calls, dashboards and reports for management.
• Provide and present project status to team, peers and management.
• Evaluate, improve, and automate current workflows and processes for service delivery of telecom services.
• Document ordering processes and write SOPs for telecom to be housed on SharePoint.
• Manage the vendor relationship through feedback, collaboration, reporting, process development and improvement supporting the delivery of telecom services.
• Work collaboratively with peer teams to work through complex issues for successful resolution.
• Demonstrate leadership qualities in areas of problem solving and issue resolution by supporting, guiding and facilitating internal teams and vendors to gain consensus.
• As necessary, develop training programs, job aids, and support materials for IT teams.
• Provide guidance to other IT teammates for procurement and disconnection of complex telecom services.
• Mentor and provide guidance to Level I and Level II telecom audit analysts.
• Perform special audits, as assigned, of workflows and voice and data projects to ensure unused services are disconnected.
• Create accurate telecom inventory for TEMs application.

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Accounting, Telecommunications or related field, or equivalent education and related training.
• Six years of telecommunications experience, including five years in an equivalent telecommunications audit position with a major industry provider.
• Master level knowledge of business management practices to include vendor relationships, contract management and billing methodologies.
• Expert knowledge of regulations and standards applicable to the telecommunications industry.
• Resourcefulness in multi-tasking, developing creative needs and researching or synthesizing information for problem resolution.
• Capacity to comprehend complex technical concepts through training and self-study.
• Self-motivated with strong interpersonal and organizational skills.
• Excellent verbal and written communication skills.
• Demonstrated proficiency in basic computer applications such as Microsoft Office software products.
• Ability to travel, occasionally overnight.

Preferred Qualifications:

• Bachelor’s degree in Telecommunications or related field, or equivalent education and experience.
• 7-10 years of Voice/VoIP telecom knowledge, including 5 Years with a major Carrier or in Telecom Expense Management, Service Delivery.
• Expert level knowledge of VoIP and Voice Network service delivery processes and milestones for installation of telecom services across multiple Carriers.
• Master level knowledge of business management practices to include vendor relationships, service delivery, technical concepts, auditing, and billing.
• Proven track record of at least five years of successfully demonstrating leadership skills and/or in the delivery of a major project life cycle/program.
• Resourcefulness in multi-tasking, developing creative needs and researching or synthesizing information for complex problem resolution.
• Capacity to comprehend and apply complex technical, telecom concepts.
• Self-motivated, independent worker with strong interpersonal and organizational skills.
• Excellent oral and written communication skills.
• Demonstrated proficiency in Microsoft Office, Excel, Word and PowerPoint.
• Strong attention to detail and accuracy.
• Strong understanding of Telecom billing, auditing, and Customer Service Record (CSR) interpretation.
• Understanding/utilization of ServiceNow

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Sitting

Frequently (25% – 50% of the time)

Lifting

Up to 25 lbs.

Visual / Audio / Speaking

Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.

Manual Dexterity / Keyboarding

Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.

Availability

Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.

Travel

Up to 25%

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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