Telecom Voice Provisioning Analyst

TransUnion•Chicago, IL

3d•$25 - $36•Hybrid

About The Position

As part of TransUnion's Communications Solutions business, our team provides end-to-end telecommunications provisioning and managed services for carrier customers across the United States. We help organizations streamline complex voice service operations, ensure service continuity, and deliver exceptional customer support in a rapidly evolving telecom environment. This role reports directly to Vice President within the Customer Support Operations division. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Requirements

5+ years of telecommunications experience involving Local Service Requests (LSRs), specifically port-ins and port-outs, including moves, adds, changes, disconnects, and ancillary services such as E911, Caller ID, and directory listing.
Proven experience in a Customer Service, Service Delivery, or Provisioning role, with the ability to deliver an excellent customer experience and exceed customer expectations.
Strong understanding of telecommunications provisioning processes, voice and numbering operations, and order management workflows to support accurate and timely service activation.
Strong analytical, problem-solving, organizational, and time management skills, with the ability to balance multiple tasks, deadlines, order types, and customer priorities simultaneously.
In-depth understanding of LSRs, including the ability to review, interpret, and process Local Service Requests accurately.
Experience working in internal and external customer systems to manage tickets, orders, escalations, and provisioning-related tasks.
Proficiency in Microsoft Office, including Excel, Word, and Outlook, to support tracking, documentation, communication, and reporting activities.
Working knowledge of telecommunications records and services, including LOA, COB, CSR, LIDB, CNAM, E911, Toll Free/International, Residential, Business, Government, and Enterprise porting.

Nice To Haves

Associate degree or higher preferred, or equivalent experience and knowledge relevant to telecommunications provisioning, service delivery, or customer operations.
Experience participating in Quality Assurance programs, including vendor case audits, QA coaching, and QA calibration discussions.
Ability to facilitate daily customer and vendor calls while maintaining clear communication, professionalism, and a customer-first approach.
Strong attention to detail and project management skills to support multiple tasks, work queues, customer requests, and critical timelines.
Ability to support training, cross-functional education, and special projects as assigned by management.
Experience working in a hybrid environment, with regular performance of responsibilities both virtually and in person at an assigned TransUnion office location for a minimum of two days per week.

Responsibilities

Serve as a key contributor on the Voice team by responding to and resolving customer support tickets and escalations using established methods, procedures, and documentation.
Review, process, and manage telecommunications service requests, including LSRs, LOAs, COBs, CSRs, LIDB, CNAM, and E911 records for Toll Free/International, Residential, Business, Government, and Enterprise port-ins and port-outs.
Read and interpret Local Service Requests (LSRs) to understand the current telecommunications environment and translate requirements into the requested service changes, including moves, adds, changes, disconnects, and ancillary services.
Manage work tasks across internal TransUnion systems and customer systems while tracking multiple order types, priorities, and critical dates simultaneously.
Communicate with internal resources, vendors, and customer teams to obtain required information, complete internal orders, and follow up to ensure timely responses and service delivery.
Facilitate daily calls with vendor and customer teams, provide order status updates, resolve questions or issues, and proactively advise customers of delays or changes.
Investigate, report, escalate, and resolve service issues while maintaining a sense of urgency and professionalism when handling sensitive customer matters.
Monitor work queues and order assignments to ensure timely processing and coordination of escalated orders.
Participate in Quality Assurance activities by auditing vendor cases, providing QA coaching, and sharing valuable feedback during QA calibration calls.
Assist with special projects, training, and education for other departments or individuals as assigned by management.

Benefits

Day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
Tax‑advantaged HSA and FSA accounts.
Company‑paid basic life and AD&D.
Optional voluntary life and AD&D for you and your family.
Short‑ and long‑term disability.
Legal plan.
Pet insurance.
Travel accident coverage.
Adoption assistance.
Fertility planning coverage.
Caregiver support.
Dependent Care FSA for possibility of an employer match.
Complimentary Care@Work membership.
Up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
401(k) with employer match.
Employee Stock Purchase Plan (ESPP).
Financial wellness resources.
Career coaching.
Optional long‑term care insurance.
Tuition reimbursement.
Flexible time off for exempt employees or paid time off for nonexempt employees.
Up to 12 paid holidays per year.
Commuter benefits.
Employee discounts.
Charitable gift matching.
Paid volunteer time off.
Corporate volunteer events.
24/7 support including professional therapy, coaching, and emotional well‑being programs.
Guided meditation and resources that support physical, mental, social, and financial wellness.