Position Summary

• Analyze customer business needs and participate in the planning, design, and implementation of new or enhanced systems.
• Supervise, guide, and provide direction to subordinate staff.
• Establish operational standards, procedures, and governance practices.
• Serve as the primary liaison between business operations, vendors, and technical teams to improve service delivery and operational efficiency.
• Support Telecommunications and Network Services through business analysis, process improvement, reporting, inventory management, billing reconciliation, and quality assurance initiatives.
• Must be local to the Metro Atlanta area.

Key Responsibilities

Business Analysis

• Conduct enterprise-wide business analysis for Telecommunications and Network Services.
• Gather, document, analyze, and validate business and system requirements.
• Identify operational inefficiencies and recommend process improvements.
• Develop business cases and recommendations for service optimization.
• Collaborate with business stakeholders, technical teams, and vendors to align business needs with technology solutions.

Process Engineering & Governance

• Develop, document, and maintain operational procedures, policies, and standards.
• Create and update process workflows, SOPs, and service delivery documentation.
• Establish governance controls, compliance standards, and operational best practices.
• Monitor adherence to operational processes and recommend corrective actions.
• Ensure consistency and continuous improvement across service delivery processes.

Inventory & Financial Reconciliation

• Reconcile telecommunications and data service inventories against vendor invoices.
• Identify unused or underutilized services and recommend cost-saving opportunities.
• Validate asset inventories against enterprise Asset Management systems.
• Support invoice auditing and billing accuracy initiatives.
• Assist with financial reconciliation and vendor billing analysis.

Reporting & Analytics

• Develop and maintain centralized reporting for:
  • Service Catalog Requests
  • Incident Management
  • Project Metrics
  • Asset Inventories
  • Telecommunications Usage
  • Vendor Performance
• Design dashboards and executive-level reports.
• Analyze operational trends, KPIs, and performance metrics.
• Provide actionable recommendations to improve service delivery and operational performance.

Quality Assurance

• Develop and manage quality assurance programs and operational controls.
• Monitor operational performance metrics and service quality.
• Conduct process compliance reviews and audits.
• Identify opportunities to improve service quality, efficiency, and customer satisfaction.
• Ensure adherence to organizational standards and best practices.

Issue Management

• Collect, consolidate, and manage operational issues and service requests.
• Facilitate issue resolution with vendors, technical teams, and business stakeholders.
• Track corrective actions, remediation efforts, and follow-up activities.
• Maintain issue logs, risk registers, and action item trackers.
• Escalate critical issues as appropriate to ensure timely resolution.

Continuous Improvement

• Support enterprise process improvement initiatives.
• Identify opportunities for operational efficiencies and workflow automation.
• Recommend improvements to business processes and service delivery.
• Assist with organizational change management and implementation activities.
• Promote continuous improvement through process optimization and best practices.

Required Qualifications

• Bachelor's degree in:
  • Business Administration
  • Information Systems
  • Information Technology
  • Related field
• Minimum 5+ years of experience in:
  • Business Analysis
  • Process Improvement
  • Operational Management
• Experience supporting:
  • Telecommunications
  • Networking
  • IT Service Management (ITSM)
• Strong experience with:
  • Business process analysis
  • Reporting and analytics
  • Process documentation
• Hands-on experience with:
  • ServiceNow
  • Asset Management systems
  • Vendor billing analysis
  • Inventory reconciliation

Preferred Skills

• Strong knowledge of:
  • Telecommunications operations
  • Network services
  • IT Service Management (ITIL)
  • Business process improvement methodologies
• Experience developing:
  • Executive dashboards
  • KPI reports
  • Operational scorecards
• Experience with:
  • Service Catalog Management
  • Incident Management
  • Vendor Performance Management
  • Asset Lifecycle Management
• Strong analytical, organizational, and problem-solving skills.
• Excellent written, verbal, and presentation skills.
• Ability to communicate effectively with executive leadership, business users, vendors, and technical teams.
• Experience managing multiple priorities in a fast-paced enterprise environment.
• Strong documentation, governance, and stakeholder management skills.
• Experience supporting enterprise-wide operational excellence and continuous improvement initiatives.