Telecom Voice Provisioning Analyst

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Team Overview

As part of TransUnion's Communications Solutions business, our team provides end-to-end telecommunications provisioning and managed services for carrier customers across the United States. We help organizations streamline complex voice service operations, ensure service continuity, and deliver exceptional customer support in a rapidly evolving telecom environment.

This role reports directly to Vice President within the Customer Support Operations division.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview and Core Responsibilities

• Serve as a key contributor on the Voice team by responding to and resolving customer support tickets and escalations using established methods, procedures, and documentation.
• Review, process, and manage telecommunications service requests, including LSRs, LOAs, COBs, CSRs, LIDB, CNAM, and E911 records for Toll Free/International, Residential, Business, Government, and Enterprise port-ins and port-outs.
• Read and interpret Local Service Requests (LSRs) to understand the current telecommunications environment and translate requirements into the requested service changes, including moves, adds, changes, disconnects, and ancillary services.
• Manage work tasks across internal TransUnion systems and customer systems while tracking multiple order types, priorities, and critical dates simultaneously.
• Communicate with internal resources, vendors, and customer teams to obtain required information, complete internal orders, and follow up to ensure timely responses and service delivery.
• Facilitate daily calls with vendor and customer teams, provide order status updates, resolve questions or issues, and proactively advise customers of delays or changes.
• Investigate, report, escalate, and resolve service issues while maintaining a sense of urgency and professionalism when handling sensitive customer matters.
• Monitor work queues and order assignments to ensure timely processing and coordination of escalated orders.
• Participate in Quality Assurance activities by auditing vendor cases, providing QA coaching, and sharing valuable feedback during QA calibration calls.
• Assist with special projects, training, and education for other departments or individuals as assigned by management.

Required Knowledge and Experiences

• 5+ years of telecommunications experience involving Local Service Requests (LSRs), specifically port-ins and port-outs, including moves, adds, changes, disconnects, and ancillary services such as E911, Caller ID, and directory listing.
• Proven experience in a Customer Service, Service Delivery, or Provisioning role, with the ability to deliver an excellent customer experience and exceed customer expectations.
• Strong understanding of telecommunications provisioning processes, voice and numbering operations, and order management workflows to support accurate and timely service activation.
• Strong analytical, problem-solving, organizational, and time management skills, with the ability to balance multiple tasks, deadlines, order types, and customer priorities simultaneously.
• Associate degree or higher preferred, or equivalent experience and knowledge relevant to telecommunications provisioning, service delivery, or customer operations.

Required Technical Skills

• In-depth understanding of LSRs, including the ability to review, interpret, and process Local Service Requests accurately.
• Experience working in internal and external customer systems to manage tickets, orders, escalations, and provisioning-related tasks.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook, to support tracking, documentation, communication, and reporting activities.
• Working knowledge of telecommunications records and services, including LOA, COB, CSR, LIDB, CNAM, E911, Toll Free/International, Residential, Business, Government, and Enterprise porting.

We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in:

• Experience participating in Quality Assurance programs, including vendor case audits, QA coaching, and QA calibration discussions.
• Ability to facilitate daily customer and vendor calls while maintaining clear communication, professionalism, and a customer-first approach.
• Strong attention to detail and project management skills to support multiple tasks, work queues, customer requests, and critical timelines.
• Ability to support training, cross-functional education, and special projects as assigned by management.
• Experience working in a hybrid environment, with regular performance of responsibilities both virtually and in person at an assigned TransUnion office location for a minimum of two days per week.

Benefits that support every part of your life:

At TransUnion, we design benefits to help you feel well, do well, and plan well-from day one.

For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection: We've got your back with company paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short and long term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we're here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.

For Your Future: Build toward what's next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long term care insurance to plan confidently.

For You: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans' Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion's Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting .

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company's reputation are also essential expectations of this position.

Pay Scale Information:

The pay range for this position is $24.86 - $36.06 per hour. The pay range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual's education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular . click apply for full job details