Global Telephony Operations Analyst
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Key Responsibilities
• Handle telephony requests through ServiceNow (INC/RITM/TASK).
• Process new SIM, replacement SIM, eSIM, roaming, porting, and termination requests.
• Coordinate with telecom vendors, local IT teams, and country SPOCs for service fulfillment.
• Maintain accurate ticket updates, user inventories, BYOD records, and roaming trackers.
• Validate user details, approvals, and supporting documentation before processing requests.
• Monitor vendor responses and ensure timely issue resolution.
• Follow country-specific telecom procedures and escalation processes.
• Provide clear user communication and closure updates.
• Support knowledge management, process improvement, and documentation activities. Required Skills
• Experience with ServiceNow or similar ITSM tools.
• Knowledge of mobile telephony operations, SIM/eSIM management, roaming, and number portability.
• Strong communication and stakeholder management skills.
• Experience working with telecom vendors and service providers.
• Good knowledge of Microsoft Outlook, Teams, Excel, and SharePoint.
• Understanding of ITIL-based support processes.
• Experience supporting global telecom environments.
• Vendor management and escalation handling experience.
• Strong documentation and process compliance skills.
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