Responsible for supporting the Sr. Lead, IT Business Operations & Asset Management, and the Purchasing Coordinator by ensuring telecom (mobile and telephony) and IT purchasing processes align with business requirements and comply with established policies and procedures. This role involves daily management of the Telecom Expense Management system, ITSM tools, and ERP systems, while collaborating with internal stakeholders, end users, and vendors. Key responsibilities include reporting and analysis, troubleshooting system and process issues, identifying anomalies and process improvement opportunities, maintaining documentation, assisting with IT procurement activities, and investigating and resolving queries through to completion.

 

Accountabilities:

• Manage mobile, telephony, and network circuit billing reconciliation, invoicing, and spend management in partnership with the Telecom Expense Management (TEM) supplier.

• Review and validate invoice details, ensure spend is allocated to the correct cost centers, confirm invoice payments processed by the TEM vendor, and complete related administrative activities.

• Produce operational, analytical, and trending reports to support business users, optimize processes, and drive value. Reporting responsibilities include usage trends, top spend analysis, device lifecycle compliance, MDM enrollment tracking, and SIM activation monitoring.

• Provide support and guidance to teams operating outside the centralized TEM environment.

• Troubleshoot and take ownership of telecom-related issues and queries, including TEM and mobile order escalations, through to resolution.

• Facilitate mobile device and service orders for users and teams requiring support outside standard processes.

• Maintain the accuracy and integrity of mobile inventory records within the TEM solution.

• Support onboarding activities for new countries, mobile services, and network circuits into the TEM platform.

• Manage day-to-day engagement with the TEM supplier, including participation in business reviews and serving as a point of escalation for operational issues.

• Review and action approval requests for early device upgrades in accordance with lifecycle policies, acting as an exception approver when required.

• Coordinate carrier billing transfers and mobile number porting activities related to employee moves and organizational changes.

• Provide end-user support through the Mobile Support ticketing queue, including SIM activations, reporting queries, international roaming alerts, inventory updates, shipment tracking, and new order requests.

• Generate, maintain, and distribute monthly mobile carrier cost allocation reports.

• Manage monthly zero-usage inventory reporting, user correspondence, and service disconnect activities.

• Develop familiarity with the Amazon Connect environment to support business enhancement requests, expedite incident resolution, and maintain effective collaboration with the managed services partner.

• Provide backup support for Purchasing Coordinator responsibilities as required.

• Facilitate standard and non-standard IT hardware procurement requests in alignment with purchasing policies and business requirements.

• Engage with suppliers to obtain quotes, compare pricing, negotiate lead times and shipping costs, and support purchasing decisions.

• Collaborate with internal stakeholders to coordinate purchasing activities, approvals, delivery updates, and procurement communications.

• Support supplier relationship management activities to ensure timely delivery, cost efficiency, and service quality.

• Generate, maintain, and distribute procurement-related reports, including spend tracking and order status reporting.

• Participate in additional projects, operational initiatives, and continuous improvement activities as assigned.

 

Qualifications:

• Bachelor's Degree in IT-related course (e.g., Computer Science, Information Technology, Information Systems).

• 3–5 years of experience in telecom, mobile telephony, IT operations, telecom expense management (TEM), procurement, or a related support function.

• Experience with mobile telephony vendors or global carrier environments is highly preferred.

• Strong reporting and data analysis skills.

• Experience with service desk operations, ITSM tools (e.g., ServiceNow, FreshService), and ITIL concepts.

• Knowledge of IT procurement, asset management, vendor coordination, and telecom operations.

• Background in project coordination, knowledgebase management, and process improvement.

• Strong vendor/supplier management and telecom expense management (TEM) experience.

• Proficient in troubleshooting, issue resolution, and customer support.

• Experience working with global carrier portals and financial systems (e.g., Oracle Fusion).

• Strong analytical thinking and problem‑solving skills.

• Good judgment and decision‑making, even with limited information.

• Highly adaptable with strong planning and organizational skills.

• Excellent communication and stakeholder management across teams, vendors, and global units.

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

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