Telecom Bill Operations Analyst Senior

University Of Michigan - Ann Arbor, MI

Full-time - Senior

Ann Arbor, MI

Educational Services

About the position

The Telecom Bill Operations Analyst Senior at the University of Michigan is responsible for providing exceptional customer service related to billing for infrastructure projects. This role involves coordinating with various teams to ensure accurate billing and invoicing, managing customer inquiries, and leading projects while making independent decisions that impact operations. The analyst will also engage in strategic planning and contribute to the technical direction of the department.

Responsibilities

• Provide customer service to university faculty and staff regarding billing inquiries and issues.
• Engage with customers face-to-face to resolve challenging billing issues.
• Communicate effectively with campus customers and internal teams via phone, email, and in person.
• Analyze monthly progressive billing credits for open projects and apply credits as needed.
• Understand and apply key billing work order and closure business processes to daily work.
• Conduct reporting and financial activities in infrastructure systems and university financial systems.
• Respond to customer inquiries about billing discrepancies and errors.
• Coordinate payment of ITS Infrastructure invoices and maintain open Purchase Orders.

Requirements

• 4 years of directly related professional work experience.
• Proven customer service experience over the phone, email, or in person.
• Demonstrated ability to communicate effectively in various formats.
• Experience with IT systems including Pinnacle, ServiceNow, and/or M-Pathways preferred.
• Strong organizational skills and ability to manage multiple tasks within deadlines.

Nice-to-haves

• Experience with Pinnacle, TeamDynamics, and/or M-Pathways preferred.
• Ability to show evidence of effective collaboration as part of a team.
• Demonstrated analytical and independent problem-solving skills.

Benefits

• Open salary based on qualifications and experience.