Business Analyst

About the Role:

• Uniti Wholesale is seeking an experienced Wireless Business Analyst to provide internal business analysis and cross-functional coordination in support of strategic wireless customers. This role serves as a central point of alignment across Sales, Customer Account Management, Service Management, Operations, Engineering, Service Delivery, Finance, and Carrier Relations to help ensure effective execution, operational performance, and compliance with customer requirements.
• The Wireless Business Manager is responsible for analyzing customer-related business activity, identifying risks and operational issues, coordinating internal stakeholders, and supporting informed decision-making across the organization. This position requires a strong understanding of customer contracts, service requirements, network infrastructure, and internal processes to help improve service outcomes, reporting, and organizational alignment. This role reports to the Head of Uniti Service Management.
• What You’ll Do:
• Analyze customer-related business activity and coordinate across internal teams to support operational execution, issue resolution, and service performance for assigned wireless customers.
• Partner with Sales, Customer Account Management, Service Management, and other internal teams to evaluate requests, support internal planning activities, and provide business context for customer opportunities and requirements.
• Collaborate with Customer Account Management to review billing inquiries, service requests, customer concerns, and other business matters requiring internal analysis and follow-through.
• Work closely with Operations, Service Management, and Customer Account Management to track operational issues, support Root Cause Analysis (RCA) reviews, and help prepare for business reviews and executive discussions.
• Develop and maintain a strong understanding of customer contracts, service orders, network architecture, business objectives, and service requirements to support internal teams and promote alignment with customer commitments.
• Maintain visibility into customer-served locations, service configurations, and key service requirements using internal systems and tools.
• Coordinate with Network Planning, Engineering, and Operations to assess Network-to-Network Interface (NNI) capacity needs and support internal planning for customer-related augmentations.
• Collaborate with Carrier Relations, Critical Facilities, and other internal teams regarding Mobile Switching Center (MSC) connectivity, collocation requirements, diversity initiatives, and customer-specific infrastructure dependencies.
• Work with Carrier Relations, Finance, Operations, and other stakeholders to identify trends, cost impacts, service dependencies, and opportunities to improve operational efficiency.
• Partner with Service Delivery teams to monitor order activity, identify blockers, and support timely delivery of contracted services.
• Provide internal reporting, business insights, and analysis for leadership using information from Finance, Operations, Service Delivery, and other departments.
• Monitor contractual commitments and customer-specific requirements to help ensure internal awareness, compliance, and readiness.
• Facilitate internal review of credits, exceptions, special requirements, and non-standard service situations with the appropriate stakeholders.
• Support continuous improvement initiatives related to operational performance, service delivery, process efficiency, and cross-functional coordination.
• Serve as an internal business lead for assigned wireless accounts by aligning stakeholders across Sales, Account Management, Service Management, Operations, Engineering, Finance, Carrier Relations, and Service Delivery.
• Escalate business risks, operational concerns, and strategic issues to leadership as appropriate and help drive cross-functional resolution.
• Perform additional related duties and special projects as assigned by the Head of Service Management.

Do You Have:

• Tier 1 Mobile network carrier and cell site backhaul experience.
• Bachelor’s degree in business, telecommunications, Information Systems, engineering, or a related field; equivalent industry experience may be considered in lieu of a degree.
• Minimum of 5 years of experience in telecommunications, wireless, wholesale, customer account management, service management, operations, sales support, service delivery, or related customer facing roles.
• Experience working with wireless carriers such as Verizon, AT&T, or T-Mobile preferred.
• Working knowledge of telecommunications networks, fiber-based services, Ethernet, transport services, and wireless backhaul solutions.
• Experience managing customer relationships and coordinating activities across multiple internal organizations.
• Experience reviewing and interpreting customer contracts, service orders, and business agreements.
• Strong analytical and problem-solving skills with the ability to identify risks, opportunities, and operational improvements.
• Experience supporting customer business reviews, executive presentations, and customer-facing meetings.
• Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
• Excellent verbal and written communication skills, including the ability to communicate effectively with customers, executives, and technical teams.
• Proficiency with Microsoft Office Suite, including Excel, PowerPoint, Outlook, and Word. Preferred Qualifications.
• Experience 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 initiatives, and revenue growth strategies.
• Project management experience or certification is a plus.