Wireline Services Analyst

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

📋 Description

• Execute MACD provisioning across VoIP, Unified Communications, Microsoft Teams Phone, and legacy services.

• Collaborate with clients and vendors to address telecom needs and modifications.

• Assist with urgent and high-priority telecom requests.

• Serve as the primary point of contact for telecom-related issues and service requests.

• Conduct initial troubleshooting and manage vendor escalations.

• Monitor and follow up to guarantee timely resolution of issues.

• Maintain documentation and resources for the knowledge base.

• Deliver end-user training on telecom systems and tools.

• Address billing inquiries and manage telecom inventory.

• Support telecom projects and initiatives for service modernization.

• Contribute to the implementation of process improvements.

• Identify opportunities to enhance service delivery and operational efficiency.

• Collaborate with stakeholders for ongoing improvement efforts.

• Utilize AI tools to optimize workflows, enhance documentation and reporting, and uncover efficiencies in service delivery.

• Report to the Wireline Team Lead.

⛳️ Requirements

• A related two-year diploma in Computer Sciences, Information Technology, or a similar field from a recognized post-secondary institution.

• Equivalency: a related one-year certification in computer technology or a similar field from a recognized post-secondary institution, alongside one year of relevant experience.

• Preferred experience in telecom/telephony systems, applications, and related programming/provisioning.

• Proven ability to analyze, assess, identify issues, and develop innovative solutions.

• Working knowledge and practical experience with ticketing/service management systems.

• Proficiency in computer applications and tools, including MS Office and Snagit.

• Understanding of IT service management frameworks, ideally ITIL.

• Experience with telecom/telephony systems, including programming and provisioning.

• Familiarity with networking and data communication systems, along with exposure to VoIP technologies.

• Experience with VOSS for Cisco, Cisco UC Self Care Portal, Cisco Unity, Microsoft Teams Phone, or similar cloud-based PBX systems.

• Experience in developing test scenarios and coordinating user acceptance testing.

• Exceptional documentation and knowledge management skills.

• Strong business acumen to validate and verify system data with both internal and external stakeholders.

• Excellent customer service orientation with strong communication skills.

• Ability to work both independently and collaboratively in a fast-paced, dynamic setting.

• Strong time management, research, and planning abilities.

• Commitment to remaining up-to-date with system updates, technologies, and best practices.

• Must reside in the Greater Edmonton/Calgary area, Alberta.

• Final candidates will be required to undergo enhanced security screening.

🏝️ Benefits

• Management Employee Pension Plan (MEPP).

• Alberta Public Service Benefit Information.

• Opportunities for professional learning and development.

• A positive workplace culture and work-life balance.

• Eligibility for remote work.

• Permanent employment.

• Full-time employment.