Implementation Analyst

The Implementation Analyst supports new client on-boarding for our Telecom Expense Management (TEM) and Utilities Expense Management services. This includes establishing billing access, creating accounts, coding, and retrieving invoices. The analyst gathers and analyzes customer data for pre- and post-implementation activities and works closely with vendors, clients, and internal groups.

Responsibilities

On-boarding: 30%

• Support the TEM and utilities expense management implementation process, from kick-off to completion
• Create, modify, and update vendors and accounts (telecom and utility) for each client
• Define hierarchies, allocate costs, and assign parsers to accounts
• Manage billing settings and invoice retrieval methods
• Coordinate with clients, vendors, Operations, Audit, and Production teams
• Gather telecom and utility invoices by email/phone and upload them to the expense management system

Billing Access: 30%

• Foster positive relationships with key telecom and utility vendors to facilitate effective communication, billing access, and issue resolution
• Understand telecom and utility billing concepts and practices
• Act as a liaison between clients and vendors
• Register accounts in vendor portals to obtain portal and e-billing access
• Manage customer requests and escalations
• Track billing disputes and follow through to achieve desired results on time

Reporting and Documentation: 20%

• Maintain a shared, easily accessible repository of Vendor Contact Information, Escalation Listings, and Portal Access for telecom and utility vendors
• Track and report on vendor engagement activities, including the status of open action items
• Maintain accurate records and documentation of vendor interactions

Product Development and Enhancements: 10%

• Identify opportunities for system improvements in billing operations and implementation across the TEM and utilities expense management platform
• Reduce the time it takes to implement and on-board customers
• Work with development to build and improve bots that pull invoices from vendor portals and email inboxes into the expense management system

Requirements

• 3+ years in the telecommunications field
• 2+ years interacting with telecommunications vendors on billing
• Experience with telecom expense management (TEM), utilities expense management, billing, finance, and vendor contracts
• Strong process implementation skills
• Strong communication skills, including the ability to pick up the phone and reach out to any internal or external customer
• Ability to manage customer relations and expectations (experience with Fortune 500 customers a plus)
• Advanced knowledge of MS Office (Excel, Access, Outlook, and Teams); SQL knowledge a plus
• Ability to multitask and meet stringent deadlines in a fast-paced environment
• Extremely detail oriented and analytical

Keywords

Telecom Expense Management (TEM) • Utilities Expense Management • Implementation • Client On-boarding • Invoice Retrieval • Billing Access • Vendor Management • Vendor Portals • Billing • Account Setup • Cost Allocation • Hierarchies • Parsers • Dispute Management • Telecom Billing • Utility Billing • Process Automation  • Fortune 500 Clients