Mobility Services (part of Disney Enterprise Technology) is the service owner for all things cellular. As a part of this team, the Cellular and Mobility Support Analyst will assess and develop processes to address cast requests and incidents, communicate and collaborate with our carriers, support all cellular devices, provide vendor management, lead projects to enhance current services, train the team on new services, create cellular documentation, and review and request payment for cellular invoices.
As a Cellular and Mobility Support Analyst, you will report to the Telecom Services Senior Manager.
Responsibilities :
You Will:

• Provide excellent customer service by assessing and improving cellular & mobility service offerings.
• Update and maintain Service Now client request forms
• Evaluate and implement new devices or services.
• Work with vendors, peers, and partners to implement or improve our processes relating to mobility functions
• Develop ad hoc training documents and maintain them for all mobility processes.
• Communicate and collaborate with important partners.
• Improve telecom expense management by exploring new processes and expense management systems.
• Cellular vendor/carrier management
• Assess cellular invoices and submit payments to the business office.
• Develop operational processes for new services such as Enhanced-Push-To-Talk
• Support the operational sustainment of new services
• Explore and implement automation of repeated tasks

Basic Qualifications :
You Are/Have:

• Motivated & efficient
• Able to evaluate and improve operational processes
• Experience creating/maintaining documentation (such as reports, end-user methods of procedure, training documents, & process maps)
• Organization and problem-solving skills
• Knowledge of cellular technology, devices, carriers, and features
• Excellent communication skills (verbal, written, & presentations)
• 3 years of customer service experience
• Proficient with Microsoft Office, Teams, & Service Now

Preferred Qualifications:
How you Stand Out:

• Experience working with cellular carriers (AT&T, Verizon) to support enterprise users or other technology vendor management experience
• Demonstrated experience leading projects

Required Education :

• Bachelor's Degree in Computer Science, Communications (or other related area), or related work experience.

Additional Information :
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