Business Analyst, Wireless

This is a fully remote position, open to applicants in United States.

📋 Description

• Analyze business activities related to customers and coordinate with internal teams to ensure operational execution, resolve issues, and enhance service performance for designated wireless customers.

• Collaborate with Sales, Customer Account Management, Service Management, and other departments to assess requests and assist in planning.

• Evaluate billing inquiries, service requests, customer issues, and other business aspects that require analysis and follow-up.

• Monitor operational challenges, contribute to Root Cause Analysis reviews, and assist in the preparation of business reviews and executive discussions.

• Develop and sustain a comprehensive understanding of customer contracts, service orders, network architecture, business objectives, and service needs.

• Maintain awareness of customer-served locations, service configurations, and essential service requirements using internal systems and tools.

• Oversee the assessment of Network-to-Network Interface capacity requirements and customer-related enhancements.

• Collaborate on Mobile Switching Center connectivity, collocation needs, diversity efforts, and infrastructure dependencies.

• Recognize trends, cost implications, service dependencies, and opportunities for operational efficiency.

• Track order activities, identify obstacles, and assist in the timely delivery of agreed-upon services.

• Provide internal reporting, business insights, and analytical support for leadership.

• Oversee compliance with contractual obligations and specific customer requirements for readiness.

• Facilitate the review of credits, exceptions, special requirements, and atypical service situations.

• Promote continuous improvement in operational performance, service delivery, process efficiency, and cross-functional collaboration.

• Act as the internal business lead for assigned wireless accounts and synchronize cross-functional stakeholders.

• Escalate business risks and operational issues while assisting in cross-functional resolutions.

• Carry out related duties and special projects as assigned by the Head of Service Management.

⛳️ Requirements

• Experience with Tier 1 mobile network carriers and cell site backhaul.

• Bachelor’s degree in business, telecommunications, Information Systems, engineering, or a related field; relevant industry experience may be accepted in lieu of a degree.

• At least 5 years of experience in telecommunications, wireless, wholesale, customer account management, service management, operations, sales support, service delivery, or similar customer-facing positions.

• Preferred experience working with wireless carriers such as Verizon, AT&T, or T-Mobile.

• Familiarity with telecommunications networks, fiber-based services, Ethernet, transport services, and wireless backhaul solutions.

• Proven experience in managing customer relationships and coordinating activities across various internal organizations.

• Skilled in reviewing and interpreting customer contracts, service orders, and business agreements.

• Strong analytical and problem-solving capabilities.

• Experience supporting customer business reviews, executive presentations, and meetings with clients.

• Exceptional organizational skills with the ability to manage multiple priorities and projects at once.

• Excellent verbal and written communication skills for interactions with customers, executives, and technical teams.

• Proficient in Microsoft Office Suite, including Excel, PowerPoint, Outlook, and Word.

• Experience in supporting large enterprise or wireless carrier customers.

• Knowledge of wireless network architecture, cell site backhaul, fiber infrastructure, and telecommunications service delivery processes.

• Experience with customer lifecycle management, customer retention strategies, and revenue growth initiatives.

• Project management experience or certification is advantageous.

🏝️ Benefits

• Starting salary range of $76,100 to $99,900.

• Compensation strategy designed to be equitable and competitive.

• Pay is determined by experience, skills, education, and geographical location.

• Remote/virtual work arrangements available.