Hybrid Assoc Analyst, Technology Expenses Management (TEM) en Raymond James

Job Summary:

Validates and processes payments for a high-volume of invoices monthly, prepares allocations for usage chargebacks, compiles call record reports for Legal and Human Resources, and works with vendor representatives to resolve problems with programs and systems. Detail orientation is critical as this role has first-line responsibility for accurate billing of over $16,000,000 in telecom and network services annually. Provides the administration of network services, orders, bills, and supports external vendors and internal clients by researching communications billing issues and offering cost effective network services recommendations across the firm. Under minimal supervision, resolves escalated and non-routine incidents requiring analysis and evaluation by consulting with end user and/or completing more complicated tasks. May adapt procedures and techniques to meet complex job requirements while exercising judgement in accordance with defined policies, procedures and practices.

Essential Duties and Responsibilities

•    Consults on telecommunications support strategy and products for the organization. 
•    Assists in cross-functional product implementation, including coordinating with other technical departments and teams. 
•    Participates in product rollouts and in implementing new technologies and/or applications for end users. 
•    Assists with contract management and negotiations. 
•    Maintains product roadmap and identifies gaps in product portfolios, and develops strategies to fill them. 
•    Troubleshoots telecommunications issues. 
•    Coordinates software updates for the device servers with appropriate technical departments. 
•    Works with software providers to trouble-shoot problems, implement upgrades, and design reports 
•    Provides business justification for upgrades in relationship to vendor Release Notes. 
•    Monitors and updates intranet sites for accuracy relating to communications services. 
•    Documents network services configurations. 
•    Leverages IT tools to ensure telecommunications are fully supported services. 
•    Processes monthly invoices, validates accuracy and works with carriers to resolve billing issues. 
•    Performs other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities:
Knowledge of:

•    Telecommunications Expense Management systems (e.g. Tangoe, Rivermine, ComView).
•    Telecommunications service providers’ products, invoices, and customer service records.
•    Network services billing and invoices – AT&T, Lumen, T-Mobile, Comcast – voice, data, broadband, and private line billing review.
•    Network services provisioning – local telephone, data, broadband, audio conferencing and SIP service orders.
•    Cloud Services billing – AWS, SaaS based services such as Contact Center and Telephony services.
•    System administration experience – position supports interface with hosted Tangoe system with regard to sFTP, admin access, trouble-shooting application errors, import of feeds from CSS/PeopleWorks and Avaya CM PBX, and new report development.
•    Call accounting systems, e.g., Calero, Avotus, ComView, for verification of correct call types, complete call records, custom report creation.
•    Knowledge of the following preferred:
•    Concepts, principles and practices of the telecommunications industry.
•    Telecommunications service types, ordering processes, billing dispute resolution
•    Advanced Excel functions, e.g., pivot tables, vlookup
•    System administration functions: software updates, release notes review, QA testing
•    Basic accounting principles.

Skill in
•    Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. 
•    Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions. 
•    Effectively managing one's time and resources to ensure that work is completed efficiently.
•    Assimilating and applying new job-related information in a timely manner. 
•    Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive. 
•    Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty

Ability to
•    Work a non-standard shift including nights and/or weekends and/or have on-call responsibilities.

Educational/Previous Experience Requirements:

•    TYPICALLY requires an Associate's degree and/or 2-5 years relevant technical/vocational experience required (depending on role)OR a Bachelor's degree; 
•    1-2 years of relevant experience in Tangle (expense management)
•    Good to have skills in basic accounting and invoice processing

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. 
We expect our associates at all levels to:
•  Grow professionally and inspire others to do the same
•  Work with and through others to achieve desired outcomes
•  Make prompt, pragmatic choices and act with the client in mind
•  Take ownership and hold themselves and others accountable for delivering results that matter
•  Contribute to the continuous evolution of the firm

At Raymond James – we honor, value, respect the uniqueness, experiences, and backgrounds of all of our Associates.  When associates bring their best authentic self, our organization, clients and communities thrive, it is part of our part of our people-first culture. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.