Mobile World Live GSMA Intelligence

Operations Analyst

Role type
Managed Services
Job Advert

GSMA require a proactive individual to manage the day to day operations of GSMA managed services. The Managed Services Operations Support Analyst, based in Atlanta and reporting to the Managed Services Operations Manager, will be responsible for:

• Identify and engage noncompliant organizations per GSMA Policy

• Providing pre and post-sales support such as invoice generation, sales reports, on boarding of new customers, and provide customer support as needed

• Conduct all User Acceptance Testing of Web Application changes and/or enhancements

• Generate all weekly, monthly, and quarterly operations reports

• Monitor revenue collections for commercial accounts as well as Purchase Orders

• The successful candidate will also be able to manage the handling of sensitive information according to GSMA policies

In addition to this the candidate will work closely with the Managed Services Sales team and GSMA regional programme teams. The candidate will work to objectives established by their line manager and appropriate service levels associated with aspects of operation and compliance analysis, e.g. on boarding customers, identification of noncompliant organizations, invoicing, answering support issues, etc. Travel may be required but the handling of customers is primarily by email and phone.

The Role will involve the following activities:
• Compliance analysis and research
• 2nd/3rd line service support (1st and basic 2nd line support is outsourced)
• Manage and monitor client onboarding
• Performance reporting
• Perform operational quality/performance reviews
• Deliver analytics
• Customer communications
• Coordinate with regional GSMA resources in the pursuit/support of business goals
• Identification of new ideas or service improvements

Essential Experience
• Experience of commercial product/service operations
• Sector experience: Mobile/Handset/Telecoms
• Compliance
• Customer Support
• Account management
• Customer onboarding
• Contract Management
• Invoicing
• Project Management
• User Acceptance Testing
• PO and budget management

Essential Personal Competencies
• Excellent communication skills – verbal, written and presentational
• High Attention to detail
• Process orientated
• Able to implement policies
• Politically aware
• Self-motivated and able to work autonomously
• Goal driven and determined
• Comfortable with technology
• Well organized