Key Responsibilities and Required Skills for Telecommunications Analyst

🎯 Role Definition

At its core, the Telecommunications Analyst is the backbone of an organization's communication infrastructure. This role is pivotal in ensuring that all voice, data, and video systems operate reliably, efficiently, and cost-effectively. You'll act as a subject matter expert, managing everything from mobile devices and landlines to complex VoIP systems and network circuits. This position involves a blend of technical troubleshooting, financial oversight through expense management, vendor negotiation, and project coordination. A successful Telecommunications Analyst bridges the gap between technical teams, business users, and external service providers, ensuring communication technology aligns perfectly with business objectives.

📈 Career Progression

Typical Career Path

Entry Point From:

Network Technician
IT Support Specialist
Help Desk Analyst

Advancement To:

Senior Telecommunications Analyst
Unified Communications (UC) Engineer
Telecommunications Manager

Lateral Moves:

Network Administrator / Engineer
Network Security Analyst

Core Responsibilities

Primary Functions

Conduct comprehensive audits of telecommunications invoices, including wireline, wireless, and data circuits, to ensure billing accuracy, identify discrepancies, and pursue credits from service providers.
Manage the entire lifecycle of telecommunication assets, from procurement and provisioning of new services and hardware (like IP phones and mobile devices) to deployment, maintenance, and eventual decommissioning.
Serve as a primary point of contact for troubleshooting and resolving complex telecommunications issues, including voice quality problems, connectivity failures, and hardware malfunctions across VoIP, PBX, and mobile device systems.
Administer and maintain the corporate telecommunications systems, including VoIP/IP-PBX platforms (like Cisco CallManager, Avaya), voicemail systems, and call center technologies.
Monitor network and system performance proactively, utilizing diagnostic tools to identify potential issues, analyze traffic patterns, and ensure optimal uptime and quality of service (QoS).
Coordinate with telecommunications vendors for the installation, repair, and upgrade of services and circuits, ensuring service level agreements (SLAs) are consistently met.
Develop and maintain meticulous documentation for the telecom environment, including network diagrams, circuit inventories, user guides, and standard operating procedures (SOPs).
Analyze usage data and system reports to identify opportunities for cost savings, system optimization, and technological upgrades, presenting findings and recommendations to management.
Manage the Mobile Device Management (MDM) platform, overseeing device enrollment, policy enforcement, application deployment, and security for the corporate mobile fleet.
Process and fulfill move, add, change, and disconnect (MACD) requests for all telecommunication services, ensuring a smooth and timely transition for end-users.
Participate in the design and implementation of new telecommunications projects, such as office expansions, system migrations (e.g., TDM to SIP), or the rollout of new unified communications features.
Provide second and third-level support for telecom-related incidents escalated from the IT help desk, acting as a subject matter expert to resolve complex user-facing issues.
Negotiate contracts and pricing with telecommunication carriers and vendors to secure the most favorable terms and rates for the organization.
Maintain an accurate inventory of all telecommunication lines, circuits, hardware, and software licenses, ensuring data integrity within asset management systems.
Collaborate with the network and security teams to ensure the telecommunications infrastructure complies with corporate security policies and industry best practices.
Develop and deliver training sessions for end-users on new telecommunication features, mobile device usage, and best practices for unified communications tools.
Evaluate and test emerging telecommunications technologies and solutions to assess their potential value and applicability to the organization's needs.
Generate regular and ad-hoc reports on telecom expenses, system performance metrics, call detail records (CDRs), and project status for IT leadership.
Act as a liaison between business departments and technical teams to translate business communication requirements into technical specifications.
Manage the porting of telephone numbers (LNP) between carriers, coordinating all technical and administrative steps to ensure a seamless transition with minimal service disruption.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis related to call patterns and network usage.
Contribute to the organization's broader data and IT infrastructure strategy and roadmap.
Collaborate with business units to translate communication needs into engineering requirements for future projects.
Participate in sprint planning and agile ceremonies for projects involving telecommunications infrastructure.

Required Skills & Competencies

Hard Skills (Technical)

VoIP & Unified Communications: Deep knowledge of Voice over IP protocols (SIP, H.323, RTP) and experience managing UC platforms like Cisco UCM/CUCM, Avaya Aura, or Microsoft Teams Voice.
Telecom Expense Management (TEM): Proficiency in using TEM software to audit invoices, manage inventory, and allocate costs.
Network Fundamentals: Solid understanding of TCP/IP, routing, switching, QoS, and WAN technologies (MPLS, SD-WAN).
PBX & Key Systems: Hands-on experience with both modern IP-PBX systems and legacy TDM/digital phone systems.
Carrier Services: Familiarity with carrier products and processes, including ordering and troubleshooting POTS, PRI, T1, and Ethernet circuits.
Mobile Device Management (MDM): Experience with MDM platforms such as VMware Workspace ONE (AirWatch), Microsoft Intune, or Jamf.
Network Monitoring Tools: Competency in using tools like SolarWinds, PRTG, or Wireshark to monitor performance and troubleshoot issues.

Soft Skills

Analytical & Problem-Solving: An exceptional ability to analyze complex technical and financial data to identify root causes and formulate effective solutions.
Vendor Management: Strong skills in communicating with, managing, and negotiating with external vendors and carriers to ensure accountability and service quality.
Communication: Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
Attention to Detail: Meticulous and thorough when auditing invoices, managing inventory, and documenting system configurations.
Project Coordination: The ability to manage small to medium-sized projects, coordinate with multiple teams, and track progress against deadlines.

Education & Experience

Educational Background

Minimum Education:

A Bachelor's degree or equivalent combination of relevant professional experience and technical certifications.

Preferred Education:

A Bachelor’s degree in a technical or business-related field.

Relevant Fields of Study:

Information Technology
Computer Science
Telecommunications Management
Business Administration

Experience Requirements

Typical Experience Range:

3-5 years of direct experience in a telecommunications analyst, network support, or similar role.

Preferred:

Experience in a large, multi-site enterprise environment with a complex mix of voice and data technologies. Direct experience managing relationships with major telecom carriers (e.g., Verizon, AT&T, Lumen). Certifications such as CompTIA Network+ or vendor-specific credentials (e.g., Cisco, Avaya) are highly desirable.