Telecom Data Senior Provisioning Analyst

About the role

The Universal Order Connect (UOC) team supports accurate and timely provisioning of telecommunications services. This role reports to the Manager, Customer Operations and involves a hybrid schedule.

Responsibilities

• Resolve customer support tickets and order-related issues by applying established procedures, telecommunications expertise, and sound judgment while escalating non-standard situations as needed.
• Review, validate, and process telecommunications orders, including LSRs (non-LNP), ASRs, DSRs, and Broadband orders, ensuring accuracy and compliance with industry standards.
• Maintain accurate order information and status updates within internal systems to support operational efficiency and customer visibility.
• Communicate directly with customers and trading partners regarding order placement, escalations, service issues, and troubleshooting activities.
• Deliver a high-quality customer experience through timely, accurate, and professional support across multiple communication channels.
• Collaborate with internal teams to resolve complex issues, support system enhancements, and participate in testing and implementation activities.
• Conduct quality assurance reviews of billing files, customer orders, and vendor-processed work to verify accuracy, identify trends, and escalate recurring issues.
• Provide day-to-day operational guidance to domestic and international provisioning teams, lead transition calls, and support onboarding and training activities.
• Identify opportunities to improve processes, documentation, automation, and operational workflows that enhance efficiency, quality, and customer satisfaction.
• Support projects and automation initiatives designed to reduce manual effort, improve service delivery, and lower operational cost per touch.

Requirements

• 5+ years of experience in telecommunications, network operations, IT administration, customer service, or provisioning environments supporting LSRs (non-LNP), ASRs, DSRs, and Broadband circuits.
• Demonstrated experience supporting customers within a telecommunications environment while effectively partnering with internal teams, carriers, vendors, and external stakeholders.
• Strong understanding of telecommunications order management processes, industry standards, and service delivery workflows required to successfully process and troubleshoot customer orders.
• Prioritized workloads, manage multiple responsibilities, and escalate issues when appropriate.
• Strong written and verbal communication skills with a demonstrated ability to deliver professional customer interactions and build productive working relationships.
• Experience using order management, ticketing, and telecommunications provisioning systems.
• Experience analyzing, validating, and reconciling billing and order data to ensure accuracy and completeness.

Preferred Skills

• Knowledge of MEF (Metro Ethernet Forum) standards and carrier service delivery processes.
• Experience supporting broadband, carrier, or network provisioning operations in a high-volume environment.
• Experience participating in process improvement, operational excellence, or automation initiatives.
• Experience training, mentoring, or providing guidance to team members and vendor partners.
• Exposure to quality assurance programs, auditing processes, or operational performance reporting.