SeniorAnalyst - English, Spanish, Windows

Job Summary

he Global Telephony Operations Analyst is responsible for managing and supporting global mobile telephony services, including SIM/eSIM provisioning, roaming, number porting, replacements, and service terminations. The role ensures timely request fulfillment, vendor coordination, ServiceNow ticket management, and compliance with operational procedures across multiple countries and telecom providers.

Key Responsibilities

Handle telephony requests through ServiceNow (INC/RITM/TASK). Process new SIM, replacement SIM, eSIM, roaming, porting, and termination requests. Coordinate with telecom vendors, local IT teams, and country SPOCs for service fulfillment. Maintain accurate ticket updates, user inventories, BYOD records, and roaming trackers. Validate user details, approvals, and supporting documentation before processing requests. Monitor vendor responses and ensure timely issue resolution. Follow country-specific telecom procedures and escalation processes. Provide clear user communication and closure updates. Support knowledge management, process improvement, and documentation activities.

Skill Requirements

 Experience with ServiceNow or similar ITSM tools. Knowledge of mobile telephony operations, SIM/eSIM management, roaming, and number portability. Strong communication and stakeholder management skills. Experience working with telecom vendors and service providers. Good knowledge of Microsoft Outlook, Teams, Excel, and SharePoint. Understanding of ITIL-based support processes. Experience supporting global telecom environments. Vendor management and escalation handling experience. Strong documentation and process compliance skills.

Other Requirements

 Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs. Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication. Uphold high standards of ticket management and strive to maximize user satisfaction. Comply with the 3-strike policy for user follow-up. Collaborate with FSS teams to coordinate onsite support requests when necessary.