The Telecommunications Analyst provides administrative and technical planning in installation and implementation of voice and data communications services.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Responsible for telecom invoice tracking, inventories, customer service and special events. Serves as an escalation point to work directly with communication vendors to resolve trouble tickets.
Maintains contact with telephone utility and equipment vendors and issues orders for service and equipment.
Provides highly technical and specialized guidance and solutions to complex telecommunications problems.
Performs communications analysis and studies.
Analyzes and initiates action on requests for telecommunications.
Recommends alternate plans to service user requirements at lower cost.
Places orders with the telephone utility and vendors. Follows progress of work and provides necessary user/supplier coordination.
Investigates complaints and initiates corrective action orders to the telephone utility and vendors.
Monitors billing and keeps informed on industry related costs.
Captures monthly usage for inter-unit reimbursables for calling cards, audio/web conferencing, toll free numbers, and pay phones.
Orders all radios and ancillaries per ticket requests and maintains an up to date inventory that includes the Owner, Department, Financial POC, Serial Number, Model Number and Active/Inactive status.
Facilitates the resolution of radio repairs/troubles by working with the vendor.
Coordinates all network drops via HEAT ticket with the cabling vendor and ensures billing matches the cost estimates provided to customers.
Facilitates the resolution of analog troubles by opening trouble tickets with the vendor as requested through HEAT ticket.
Reviews all telecom invoices for accuracy, maintains an ongoing spreadsheet of invoices to be paid and submits as a batch on a weekly basis.
Maintains and updates the Send Word Now Emergency Notification database as requested through HEAT tickets to facilitate the removal of users in the contacts database.
Coordinates special projects as assigned for special events such as Folklife Festival, Craft Show, etc., by attending project meetings, gathering requirements and costs, as well as facilitating the installation and de-installation of Telco services.
May be required to work longer than scheduled hours and on weekends.
May travel locally to SI locations as needed.
Responsible for aiding in own self-development by being available and receptive to any training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output. Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
Bachelor's degree and a minimum of six (6) months billing experience in the telecommunications industry, or equivalent combination of education / experience. Experience with simple and complex voice and data services, i.e. circuits, frame relay, internet, MPLS private lines, ISDN, POTS, toll free, long distance, teleconference, and wireless devices. Experience and/or knowledge of LAN mobile radio (LMR). Experience in maintaining documentation, monitoring and resolving telecommunications billing inquires, disputes, and connection issues related to billing. Experience proactively handling all customer requests or inquiries courteously, accurately, and expediently.
CERTIFICATES / LICENSES / REGISTRATION
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Skilled in Microsoft Office products: Microsoft Excel (Formulas and Pivot Table), Microsoft Outlook, Microsoft Word, PowerPoint and SharePoint
Skilled in facilitating teamwork and coordinating efforts for the successful achievement of goals
Solid organizational skills relevant to carrying out day-to-day responsibilities
Detail-oriented with ability to effectively multi-task and manage multiple projects and priorities
Exceptional verbal and written communications skills
Excellent customer service skills with ability to build professional working relationships
Ability to effectively work both independently and in a team environment
Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
SPECIAL PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.