Role Overview
We’re looking for a detail-oriented and analytical Business Systems Analyst to support enterprise telecom operations and related business processes. This role blends technology, data analysis, and cross-functional collaboration to improve systems, manage risk, and drive operational efficiency. You’ll play a key role in supporting telecom environments while helping identify and mitigate risks, including fraud and spoofing incidents.
Business Systems & Telecom Operations
Support and optimize enterprise telecom systems across voice, video, and network services.Act as a liaison between business stakeholders and technical teams to improve telecom-related processes and systems.
Support Webex Calling operations, including user setup and coordination with carriers such as Verizon and AT&T.
Analyze service performance and recommend improvements to enhance reliability and user experience.
Coordinate number porting, service transitions, and carrier activities to ensure seamless implementation.

Data Analysis & Telecom Expense Management (TEM / Sakon)
Leverage data to drive decision-making and improve financial and operational outcomes.Analyze telecom inventory, usage, and billing data using Sakon or similar TEM platforms.
Identify trends, discrepancies, and cost-saving opportunities.
Reconcile data across systems (e.g., Sakon and ServiceNow CMDB) to ensure accuracy.
Develop reports and insights on telecom spend and usage patterns.

Fraud, Spoofing & Incident Support
Play a critical role in identifying, analyzing, and supporting resolution of telecom-related security incidents.Investigate incidents involving call spoofing, smishing, and vishing, gathering and analyzing relevant data.
Perform root cause analysis and document findings to support risk mitigation efforts.
Coordinate with internal teams (Security, IT) and external carriers to contain and resolve incidents.
Track and manage incidents in ServiceNow, including triage, escalation, and closure.
Identify patterns or vulnerabilities and recommend improvements to reduce future risk.

Risk Management & Process Improvement
Support proactive risk management and continuous improvement initiatives.Analyze operational and system risks within telecom and related processes.
Recommend and help implement controls to reduce exposure to fraud and service disruptions.
Partner with Security and Compliance teams to strengthen risk awareness and response strategies.

Procurement & Financial Process Support
Enhance procurement workflows and financial accuracy through process analysis.Support telecom and network ordering through systems like Ariba.
Monitor purchase orders, track vendor activity, and follow up on issues.
Assist with Accounts Payable and General Ledger activities, ensuring accurate coding and resolution.
Collaborate with Finance teams to align operational and financial data.

Core Business Analyst Skills & Collaboration
Bring a problem-solving mindset and strong communication skills to a fast-paced environment.Translate business needs into system and process improvements.
Communicate insights clearly to both technical and non-technical stakeholders.
Collaborate across IT, Finance, Security, and vendors to drive outcomes.
Manage multiple priorities and adapt quickly in a dynamic environment.
Take initiative to learn new tools and continuously improve processes.

What We’re Looking For
Strong analytical and problem-solving skills
Excellent communication and stakeholder management abilities
Interest or experience in risk management, fraud analysis, or incident support
Familiarity with tools like ServiceNow, Sakon, Ariba, or similar platforms is a plus
Ability to work independently and thrive in a collaborative environment

Infrastructure Support Analyst

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