Thursday, May 24, 2018

Wireless Analyst

Title:  Wireless Analyst
Location:   Cupertino, CA
Company: Direct Client
Job ID#   8261936

Duration: 12 months contract 
Pay Rate: Open only on W2
No remote work.
 
Job Description:

Role is more of a customer service/trouble shooting role.  Not looking for a A/R Financial Analyst
They are looking for someone that has ideally worked at a large corporation and managed all the company mobile phone plans
 
How many years have you had in operational wireless support?  Please specify if your experience is in end user support or supporting account teams. 
- Have you had experience helping end users with their iPhone?  If so, explain.
- How many years have you had analyzing wireless bills? 
-If an account had a pooled data plan that had data overage charges in the previous month, what steps would you take to ensure there will be no data overage charges going forward?

-If you had tickets in your queue, a bill that needed to be processed and paid, and a user that walked up with questions, how would you handle the situation and prioritize your work?

-What are some types of reporting or analysis would you put together with a call detail report?

-Give us an example of a process improvement process or a cost savings activity you initiated to save money in your current or previous job that was not part of your monthly/daily recurring analysis reporting tasks.
-What would be some things you would look for it an invoice increased by 25% from the previous month?


Responsible for cost analysis and validation of invoices received from domestic and international carriers. Responsible for financial oversight of the wireless carrier services supporting the enterprise. Requires familiarity with telecom expense and contract management practices for carrier based voice, data & cellular services as well as telecom lifecycle vendor management. Initiates and manages complex wireless billing audits, defines wireless optimization recommendations, conducts vendor contract analysis, benchmarks wireless rates, ensures quality control, and performs inventory management. Supports the end-to-end billing process, including all related end user billing inquiries and performs workflow through a ticketing system. Ability to solve simple to complex wireless issues for internal customers at all levels of the organization by following established practices and procedures. Requires strong problem-solving, analytical, verbal and written communication skills, as well as having demonstrated ability to collaborate effectively with wireless providers and inspire action and problem resolution. This is a high-volume transaction environment that requires great attention to detail and superior analytical skills.
 
•Manage telecom lifecycle including measuring, monitoring and analyzing carrier and TEM vendor performance against established Service Level Agreements and Key Performance Indicators
•Manage TEM software to maintain accurate records of: cellular services, inventory, accounts, and invoices
•Perform telecom vendor invoice review to ensure adherence to Contract or Statement of Work on a monthly or quarterly basis as indicated
•Supervise and analyze wireless invoices across multiple carriers including: audits, disputes, adjustments, allocations, approvals and payment
•Interface regularly with wireless services providers to resolve issues, gather information, and manage account activities/performance
•Identify opportunities to leverage vendor capacity and other efficiencies to reduce overall operational cost
•Validate identified billing disputes and cost savings opportunities through historical review, telecom vendor and customer contact while providing regular management reports
•Daily operational tracking related to billing and associated controls to verify data integrity to eliminate billing errors, including investigation and resolution of any variances
•Assist with the creation and testing of new reporting processes to improve process workflows
•Act as an information resource for internal employees, responding to and resolving inquiries concerning billing questions
•Build and maintain good working relationships with other departments and ensure constant communication on statuses, issues and deadlines
•Prepare ad hoc reports on an as needed basis
•Ensure quality control visibility by providing metrics reporting
•Process Wireless day-to-day help tickets through to resolution
•Provision devices with the correct rate plans and features for supported wireless devices, troubleshoots user issues and provides functionality instructions to users as needed
•BS/BA degree
•Minimum of three years' experience in Wireless Expense Management
•Strong understanding of AT&T, Sprint, Telecommunication, Telecommunication billing terminology, concepts and practices including services, taxes, fees, and contractual terms
•Demonstrated business acumen and the ability to apply financial expertise to telecom contracts and invoices
•Knowledge and understanding of financial oversight and management including billing, accruals, allocations, budgeting, and forecasting
•Experience working with a case/ticket management system
•Ability to analyze, troubleshoot iOS devices and resolve issues of varying complexity with minimal supervision
•Ability to effectively prioritize tasks and work load to ensure all deliverables and expectations are met or exceeded
•Ability to work under pressure and handle high work volume
•Ability to effectively work cross functionally with carrier vendors, key users, other organizations and finance
•Must possess the ability to systematically push the carrier for results and to recognize when issues need to be escalated to the next level
•Ability to gather and analyze customer information from carrier portals and account reps in order to provide resolution and/or make recommendations
•Ability to develop presentation level graphics that illustrate and emphasize the business issue, both historical and trend
•Advanced Excel skills
•Intermediate to advanced SQL, Keynote, Numbers or Word and PowerPoint skills
•Excellent customer service skills
•Ability to communicate clearly and effectively in English
•Extreme attention to detail, data accuracy quality of output and a strong ability to multi-task
•Superior analytical, decision-making
 
Manish Aswal, Sr. Technical Recruiter
First Tek, Inc 
1551 S Washington Avenue, Suite 402 A, Piscataway, NJ 08854
Direct No: 732-607-5885 
www.first-tek.com | manish.aswal@first-tek.com