Service Delivery Analyst

General Summary:

• The individual contributor who provides support and management of our clients fixed/wireless carrier invoices. This includes ensuring the invoices are received and loaded into our Telecommunications Expense Management (TEM), allocating charges, producing accruals and AP/GL feeds and resolving any invoicing / billing issues with carriers. This role includes working directly with the client and the clients carriers
• Primary Duties and Responsibilities:
• Monitor client invoices to ensure all expected invoices are received and loaded into Tangoes expense management system. Works with our Content Management team to track, obtain and validate missing invoices.
• Allocate clients charges to cost centers and applies appropriate General Ledger (GL) codes based on client-specific rules. Produces accrual reports and AP/GL batches
• Review and respond to SNOW tickets within 3 business days
• Manage Pay, Past due Balance (PDB) reconciliation, Late payment fees to ensure proper amount to pay by account
• Review the open items under the "Escalate to SDA" category and ensure to follow up with the vendor/CSM to get the missing invoices. Check unassigned lines trends, refund check allocation if needed, disconnect notices
• Analyze the threshold variance and the reason for the spike in the amount and update the comments on the respective invoices.
• Audit to ensure lines with completed deactivate/disconnect or transfer out service orders are no longer invoicing
• Continually stay abreast of Tangoes software products and processes. Work to acquire and maintain expertise on Telecom Expense Management, (TEM) and is expected to identify opportunities for process improvements. Work with department managers and team members to define and implement best practices.
• Leverages knowledge of Tangoe professional services, reporting, and canned solutions to support clients needs and recommend enhancements to accounts. Work with both department management and Account Manager to finalize recommendations.
• Manual import to update contract start date, end date, or last device upgrade to accurately calculate the device upgrade eligibility date per customer policy

Job Specifications:

• Minimum of 4 Plus years of experience in a similar role.
• Strong quantitative abilities with experience in database management, data gathering, and analysis.
• Familiarity with accounting principles (debit vs. credit, cost center and GL basics, accruals).
• Individuals must have strong customer service skills and the ability to work/adapt in a fast-growing environment
• Must have Microsoft Office experience (Excel, Word, Access, Outlook, PowerPoint) and knowledge of SQL a plus.
• Familiarity with telecommunications
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental documents.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ensure daily updates on tasks on Tangoe tools and update time sheets
• Knowledge of Tangoe Software suite, Database Accounting software; Access Database software; Explorer Internet software; Teams Inventory software; Excel Spreadsheet software and Word, Outlook Word Processing software.

Education:

• Minimum of a bachelors degree or relevant certification in accounting or finance.
• Working conditions:
• Bangalore Office environment 3 days in a week, 2 days remote. US holidays. 5pm IST to 2am IST and 6pm IST to 3am IST during day light savings