.png?width=600&height=154&name=Advantage-Logo-Tagline-Color-Reversed%20(1).png){kind=logo}
Service Delivery Analyst
POSITION SUMMARY
The Service Delivery Analyst (SDA) supports the day-to-day disconnect activities for ALL Advantage customers. The SDAs are responsible for coordinating with service providers and internal teams to ensure timely disconnects and accurate inventory management. This role supports credit inquiries related to delayed disconnects, collaborates cross-functionally to maintain updated records, and identifies opportunities to improve business processes. The ideal candidate will demonstrate strong communication skills, attention to detail, and the ability to manage multiple priorities while driving operational efficiency and service quality.
RESPONSIBILITIES
- Support Disconnect Management process for all clients through internal ticketing platform.
- Initiate and manage communication with service providers to establish the disconnect date.
- Track all updates on disconnect status through our ticketing process.
- Coordinate with internal departments to ensure inventory data remains current and accurate.
- Support the Executive Business Reviews in partnership with the Service Delivery Manager, clearly communicating Advantage’s value.
- Identify opportunities to streamline and improve operational processes for increased efficiency and accuracy.
- Support credit recovery efforts by engaging service providers for disconnects not completed within agreed-upon timelines.
- Provide excellent service to our customers, ensuring that service levels are met or exceeded.
QUALIFICATIONS
- Bachelor's degree or equivalent experience in Telecommunications/IT Service Management (ITSM).
- 3+ years’ experience in customer service or support roles, inclusive of interaction with customers,
carriers and service providers. - Proven commitment to following internal controls, policies, and documented business processes to ensure compliance and quality assurance.
- Strong organizational skills with the ability to document activities, anticipate problems, plan schedules and monitor performance per priorities and deadlines.
- Effective communication skills (written and verbal) to properly articulate oneself to management and other partners.
- Able to manage multiple customers simultaneously and switch tasks based on shifting priorities.
- Proficiency with Outlook, Word, Excel, PowerPoint and SharePoint.
- Technology Expense Management Experience Preferred, but not required.
COMPENSATION & BENEFITS
$45,000 - $55,000/ per year
Advantage provides salary & benefits commensurate with experience and achievement. We offer a comprehensive benefits package, including medical, dental, and vision insurance. You may also be eligible for our 401(k) retirement plan with company match, paid time off, life insurance, employee wellness programs, professional development and learning opportunities.
Email careers@advantagecg.com to apply. To view all job listings, visit advantagecg.com/careers.
OUR MISSION AND VISION
