Service Management Center Analyst (SMC Analyst) – Tier I

Accelecom•Sandy Springs, GA

About The Position

The Service Management Center (SMC) Analyst serves as the Tier I, customer-facing entry point for all service-related inquiries and incidents. This role is responsible for accurate incident intake, ticket creation, severity assessment, and customer communication, ensuring all service events are properly documented, routed, and managed in alignment with SLA and MTTR objectives. The SMC Analyst plays a critical role in delivering a high-quality customer experience while supporting efficient incident response and resolution across the network

Requirements

Experience in a service desk, NOC, or telecommunications environment
Ability to assess service impact and assign priority/severity levels
Experience with ticketing systems (e.g., RemedyForce, SolarWinds Service Desk, Jira, or similar)
Strong communication and documentation skills
Ability to follow structured workflows, SOPs, and escalation procedures
Strong organizational skills with the ability to manage multiple incidents simultaneously
Basic understanding of telecom/network services and circuits

Responsibilities

Serve as the primary point of contact for all customer inquiries via phone, email, and managed services platforms
Perform incident intake, validation, and ticket creation in the system of record
Verify circuit/service status (up, down, impaired) and assess customer impact
Assign appropriate severity (P1–P5) based on impact, defaulting higher when uncertain
Maintain ownership of tickets through proper routing and coordination
Create and manage tickets with accurate, real-time documentation
Ensure all actions, communications, and timestamps are captured to support MTTR integrity
Maintain consistent use of defined ticket documentation standards
Identify and update existing tickets when applicable to avoid duplication
Provide clear, concise, and timely updates to customers
Maintain communication cadence based on severity (e.g., hourly for critical incidents)
Communicate status, actions taken, vendor involvement, next steps, and estimated time to restore (ETR)
Coordinate messaging with NOC Technicians and leadership for technical accuracy
Execute escalations in accordance with defined SOPs and escalation matrices
Identify escalation triggers (e.g., lack of progress, SLA risk, multi-customer impact)
Coordinate with NOC Technicians, Network Service Managers (NSM), and external vendors (LECs/CLECs)
Ensure escalations are both verbal and documented
Create and manage Change Request (CR) tickets and customer notifications
Support Managed Service Provider workflows
Document vendor ownership and maintain visibility through issue resolution
Ensure proper tracking of informational and service-affecting events
Understand and apply service impact classifications (service-affecting vs. non-service affecting)
Prioritize incidents appropriately to align with SLA and MTTR performance targets
Escalate and communicate proactively during high-impact events