ECHO Analyst

Entry-level role within the Exchange Connectivity and Hosting Operations team. The Analyst will work with customers, carriers, and internal teams on requests involving the installation, activation, and billing of basic, non-complex connectivity solutions.

The Analyst will become familiar with onboarding and managing customers and carriers at CME hosting facilities. This role requires beginner-level analytical skills, a basic understanding of connectivity and/or hosting procedures, and the ability to follow established processes for order implementation. Some tasks may require critical thinking and situational analysis, with guidance from senior team members as needed.

Responsibilities

• Support connectivity requests from customers and assist with onboarding customers and carriers to hosting facilities (55%).
• Monitor and troubleshoot basic customer billing inquiries (20%–25%).
• Consolidate and submit Remedy tickets to engage internal CME teams regarding connectivity requests (10%–15%).
• Complete other projects and assignments as instructed (10%).
• Enter or upload order-related paperwork, circuit information, customer forms, data, and contact information into the enterprise database, CRM system, SharePoint or Confluence sites, and applicable tracking spreadsheets in a timely manner.
• Use automation tools for provisioning and troubleshooting.
• Create and submit daily change-control requests in the Remedy ticketing system.
• Develop familiarity with connectivity billing procedures and respond to basic customer inquiries.

Skills and Software Requirements

Experience

Three to four years of experience in project management, preferably in network connectivity, telecommunications, or IT infrastructure.

• Project management knowledge: Ability to manage multiple client-related projects in parallel, update CRM systems, create and maintain trackers such as Smartsheet, and provide concise updates to stakeholders.
• Technical proficiency: Some experience with WAN, LAN, VPN, and cloud connectivity. Experience working with telecommunications carriers and data centers to support client connectivity solutions, along with familiarity with cloud connectivity.
• Communication and customer service: Strong written and verbal communication skills, including the ability to provide internal and external stakeholders with project updates and demonstrate diplomacy when resolving problems.