Network Operations Service Analyst

About the Role

The Network Operations Service Analyst is an entry-level individual contributor serving as the company’s primary operational interface with its third-party telecom bill pay and expense management partner. The primary focus of this role is telecom expense management, including oversight of telecom expenses, billing, invoice validation, payment workflow support, service and inventory data, expense reporting, and issue resolution across Retail, Terminal, and Enterprise operations.

Key Responsibilities

• Coordinate day-to-day operational activities with vendor account teams, telecommunications carriers, circuit aggregators, TEM providers, and RingCentral.
• Attend internal and vendor meetings, documenting decisions, takeaways, owners, and due dates.
• Validate ServiceNow and vendor tickets for scope, status, ownership, and supporting details.
• Track open vendor action items, commitments, and SLA reports, and follow up on aging items.
• Support Moves, Adds, Changes, and Disconnects (MACD), circuit installations, upgrades, Class of Trade changes, acquisitions, and divestitures.
• Support 4G/5G SIM lifecycle activities (provisioning, activation, tracking, and deactivation).
• Support RingCentral UCaaS request tracking and reporting.
• Support telecom invoice validation and payment workflows with the TEM partner, Finance, and Accounts Payable.
• Identify duplicate or inaccurate billing, and validate credits and adjustments.
• Work with the Telecom Aggregator on billing, expense, and inventory reports.
• Resolve invoice and inventory discrepancies.
• Maintain accurate circuit, service, asset, vendor, and operational records.
• Help standardize operational data across ServiceNow, vendor portals, circuit inventories, and billing reports.
• Identify recurring gaps or process issues and document recurring workflows, vendor processes, and escalation paths.
• Support approved process improvements that improve billing accuracy, operational visibility, and partner performance.
• Provide reporting and status updates to leadership.

Requirements & Tech Stack

• Strong organizational, documentation, and follow-up skills with close attention to detail.
• Ability to manage multiple assigned tasks and meet deadlines.
• Clear written and verbal communication skills.
• Ability to work with vendor account teams and cross-functional business partners.
• Basic experience preparing reports, validating data, maintaining records, or coordinating meetings and action items.
• Customer service mindset, curiosity, and willingness to learn network, telecom, vendor, and UCaaS operations.
• Familiarity with basic networking and telecommunications concepts, such as Internet circuits, broadband, SD-WAN, and 4G/5G connectivity.
• Familiarity with Microsoft Excel, PowerPoint, Teams, and standard reporting or documentation tools.
• Exposure to ServiceNow or another IT service management platform is helpful; willingness to learn is required.
• Exposure to carrier or vendor portals, circuit inventories, or TEM platforms is a plus.
• Interest in learning RingCentral or another UCaaS platform.
• Ability to follow established processes, maintain accurate records, and consistently track requests and action items through completion.
• Comfortable attending internal and vendor meetings, taking clear notes, preparing materials, and coordinating follow-up.
• Ability to review information for gaps or inconsistencies and suggest practical process improvements.

Qualifications

• 0-2 years of experience in IT, telecommunications, network operations, technical support, vendor coordination, or a related field; relevant internship, academic, military, or equivalent experience is welcome.
• Bachelor’s degree in IT, Telecommunications, Business, or a related field preferred, or an equivalent combination of education and experience.
• CCNA, CompTIA Network+, or related coursework or certifications are a plus but not required.
• Experience in a multi-site retail, distributed enterprise, or vendor-supported environment is helpful but not required.