Telecom Billing Analyst

One of Insight Global's retail clients is seeking a Telecom Analyst who will support a large-scale enterprise network transformation program, focus on telecom circuit migration, manage network services transition, carrier disconnects, inventory clean-up, ServiceNow/CMDB data integrity, invoice validation, and vendor coordination.

Key Responsibilities
Telecom Order Management
•Manage the end-to-end lifecycle of telecom orders across store locations, including new circuit orders, migrations, disconnects, and service changes.
•Track all carrier orders through completion, including order submission, FOC dates, installation milestones, testing, escalation, and closure.
•Coordinate with Granite, incumbent providers, local exchange carriers, broadband providers, managed network partners, and internal project teams.
•Identify and resolve order fallout, rejected orders, incorrect circuit details, missed milestones, and carrier provisioning issues.

Circuit Migration and Disconnect Management
•Maintain detailed tracking of circuits being migrated from the incumbent provider to the new transport provider.
•Ensure disconnects are submitted accurately and only after successful migration and validation.
•Track early termination exposure, disconnect timing, billing stop dates, and confirmation of service termination.
•Prevent duplicate billing, missed disconnects, and stranded circuits.

Inventory and CMDB Accuracy
•Build and maintain an accurate circuit inventory by store, including carrier, circuit ID, LEC ID, broadband/DI type, install status, service address, bandwidth, contract term, and billing account.
•Partner with ServiceNow and CMDB teams to ensure circuit records are properly populated and maintained as the source of truth.
•Validate that managed service providers and internal support teams can use CMDB data for incident, escalation, SLA, and operational support.

ServiceNow and Ticketing Integration Support
•Support ServiceNow-to-ServiceNow integration requirements with telecom and managed service providers.
•Help define required telecom fields, naming standards, ticket update flows, circuit identifiers, known error fields, escalation information, and SLA-related data.
•Validate that provider ticket updates, incident status, circuit references, and service-level data are correctly flowing into Burlington’s ServiceNow environment.
•Support testing of e-bonding, ticket lifecycle, escalation, and reporting scenarios.

SLA and Governance Support
•Support the setup of service-level logic for different circuit types, including DI, broadband, LTE, and other access types.
•Ensure stop-clock/start-clock rules, incident categorization, escalation paths, and SLA reporting data are understood and documented.
•Assist with monthly vendor governance, net-off reviews, service credit validation, and performance reporting.
•Identify gaps that could prevent accurate contract governance or service-level enforcement.

Invoice Validation and Dispute Management
•Review telecom invoices for accuracy against active inventory, contract terms, disconnect dates, service status, and agreed pricing.
•Identify billing errors, duplicate charges, incorrect rates, charges for disconnected services, and unsupported fees.
•Manage invoice disputes with vendors through resolution.
•Partner with finance, procurement, and project teams to track savings, credits, billing corrections, and run-rate impacts.

Vendor and Project Coordination
•Serve as the telecom operational SME for the network transformation program.
•Work closely with project managers, network engineering, ServiceNow, finance, procurement, store operations, managed service providers, and incumbent vendors.
•Provide regular status updates on orders, disconnects, inventory gaps, risks, and escalations.
•Maintain working trackers, dashboards, and reporting for leadership and project governance.
Transition and TSA Support
•Support transition planning with the incumbent provider, including required data, circuit details, asset information, depot-related services, admin access, configuration extracts, and operational dependencies.
•Help identify items that must be captured before the incumbent provider exits, including circuit data, credentials, renewals, carrier relationships, support obligations, and operational handoffs.
•Partner with legal, procurement, and transition advisors as needed to ensure telecom-related requirements are represented in transition documentation.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Required Experience
•10+ years of telecom operations, carrier management, network transition, or telecom expense management experience.
•Direct experience managing large-scale telecom circuit migrations, MPLS/broadband/SD-WAN transitions, carrier disconnects and distributed-site rollouts.
•Proven experience operating in complex, multi-vendor enterprise environments, managing multiple concurrent workstreams across both internal teams and external partners.
•Strong experience working with Managed Service Providers (MSPs), including coordination of operational processes, service delivery alignment, and escalation management.
•Strong understanding of telecom carrier processes, including order entry, FOC dates, LEC coordination, circuit IDs, billing accounts, install coordination, testing, and disconnects.
•Experience working with telecom aggregators or managed service providers, preferably Granite or similar providers.
•Experience supporting enterprise ServiceNow, CMDB, ticketing integration, incident management, and SLA reporting.
•Strong telecom invoice review, billing dispute, and inventory reconciliation experience.
•Advanced Excel skills required; experience managing large trackers, pivots, slicers, reconciliations, and status reporting.

•Retail, restaurant, branch, or distributed enterprise environment experience.
•Experience with Fortinet/FortiGate, SD-WAN, broadband, DIA, LTE, and managed network services.
•Experience supporting TSA or incumbent-provider transition activities.
•Experience working with finance and procurement on CER/SIR, PO tracking, contract governance, and service credits.
•Background with telecom expense management platforms or large-scale telecom inventory clean-up.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.