Telecom Audit Analyst III and II - Service Delivery

Truist Bank • Charlotte, NC

1d

About The Position

Service Delivery of Voice/VoIP/Mobility Telecom services from multiple strategic partners. 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.

Requirements

• 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

Nice To Haves

• In-depth level of knowledge and understanding of VoIP, Voice and Mobility Telecom Services
• Strong understanding of service delivery processes and milestones for installation of telecom services across multiple Carriers
• Proven ability to successfully manage complex enterprise projects from inception to completion
• Capacity to comprehend and apply complex technical, telecom concepts
• Excellent attention to detail and accuracy
• Intermediate proficiency in Microsoft Office, Excel, Word and PowerPoint
• Supportive and accountable team player with ability to work across multiple teams promoting “One Team” mentality
• Strong understanding of Telecom billing, auditing, and Customer Service Record (CSR) interpretation
• Understanding/utilization of ServiceNow

Responsibilities

• Manage and complete daily Voice/VoIP/Mobility order requests 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 as needed, 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
• Perform operational and financial audits of various service provider billing platforms.
• Employ web-based and manual tools to request, track and advise during the procurement process for all data and telephony services.
• Provide technical assistance to other IT associates for procurement and disconnection of complex telecom services.
• Employ web-based and EDI automated tools to validate vendor invoice payment negotiating credits/refunds for regulatory and nonregulated telecommunications billing errors.
• Perform special audits, as assigned, for local/long distance and maintenance billing inclusive of service provider performance and productivity improvement.
• Resolve escalated billing errors identified by subordinate analyst on disputed items and ensure timely resolution using appropriate processes.
• Upon assignment of a recommended operations audit, complete a full evaluation to include efficiency, effectiveness and cost benefit analysis.
• Coordinate and implement training necessary as a result audit activities.
• Participate in monthly Telecommunications Budget and Vendor Management meetings.
• Maintain knowledge of industry trends enhancing audit awareness and capability.

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees