Job Details

  • Title: Network Operational Service Analyst
  • Code: RCI-36305-1
  • Location: Princeton New Jersey (NJ) 08543
  • Posted Date: 03/10/2021
  • Duration: 6 Months
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  Job Description


ITUX Network Operational Service Analyst

Must Haves:
1. Strong interpersonal communication and written communication skills required.
2. Experience with enterprise-level IT Network voice and data telecommunications, carrier-level protocols, unified communications/collaboration and SIP/VOIP/IP Telephony highly desired.
3. ITIL v3 or v4 Certification highly desired.
4. High-level proficiency in Microsoft office suite – Excel, Word, PowerPoint, SharePoint, Visio, Teams & Outlook.
5. Ability to use ServiceNow and/or experience with other ITSM tools.
 


Overview
Manager is looking for an IT analyst with experience in ITIL operational processes and reporting. The analyst will assist in supporting IT Network Voice/Telephony processes, including tracking of day-to-day operational activities and working directly with the IT Network Enterprise Service Provider.
Primary Responsibilities

• Interfaces with Enterprise Service Providers (ESP) for day-to-day Network/telephony/contact center operations and end user support and service.
• Monitor and report out on Network Voice (Telephony) & Contact Center service incidents, tracks significant problems, and trends performance based on contractual ESP SLAs.
• Assist in approvals of operational changes and simple service requests for Network telephony services.
• Supports operational workflow processes related to request/catalog items, CMDB and problem management.
• Consults with ESP to maintain required technical documentation of solution designs, infrastructure and content for knowledge and reference guides.
• Assist in content development, review and publishing of Telephony Knowledge Articles within the company online portals and ITSM system/tools.
• Participate with testing and of new capabilities and features for traditional voice and/or contact center services.
• Assists with projects; participate in cutover activities, coordination, meetings, minutes and actions as required.
• Supports end user experience, processes and services relating to global voice/telephony communications for the enterprise.

Qualifications

• 7+ years of progressively responsible related experience in Information Technology (IT) services; or graduation from a two-year college/university and 10 or more years of progressively responsible related experience in Information Technology services.
• Strong interpersonal communication and written communication skills required.
• Experience with enterprise-level IT Network voice and data telecommunications, carrier-level protocols, unified communications/collaboration and SIP/VOIP/IP Telephony highly desired.
• Contact Center technical and/or hands-on agent experience desired.
• ITIL v3 or v4 Certification highly desired.
• High-level proficiency in Microsoft office suite – Excel, Word, PowerPoint, SharePoint, Visio, Teams & Outlook.
• Ability to use ServiceNOW and/or experience with other ITSM tools.
• Must be self-motivated and have ability to work independently in a highly matrixed and dynamic IT environment.
• Ability to learn new technologies quickly.
• Cisco CUCM, CCNA, CCNP, or CCIE routing and switching certifications is a plus.
• Knowledge of LAN/WAN, QOS design, is a plus.