Network Support Analyst

Job Title:    Network Support Analyst, IT Operations and Services, Network Services
Department:    IT Operations and Services
Reports To:    Senior Manager - Network Services,  IT Operations and Services
Supervises:    No direct reports

General Summary:
This role exists to provide dedicated operational and analytical support for telecom and connectivity services across the enterprise. The Telecom & Network Services Analyst partners closely with Network Services leadership, vendors, and cross-domain IT teams to manage carrier relationships, analyze outages, support service lifecycle activities, and ensure accurate, finance-ready reporting of telecom performance and costs.
This position plays a critical role in reducing operational friction, improving vendor accountability, and enabling stable, cost-effective connectivity across retail stores, distribution centers, offices, and emerging wireless solutions.

Duties & Responsibilities: What major responsibilities does this position have, and what percentage of time is spent on completing them? (Typically 5 – 7)
Telecom Operations & Vendor Support

• Serve as a point of contact for telecom service providers
• Track, monitor, and follow up on carrier incidents, chronic issues, repeat outages, and SLA performance.
• Coordinate vendor escalations and maintain clear documentation of root cause, restoration timelines, and corrective actions.
• Support Quarterly Business Reviews (QBRs) with carriers by preparing outage trend analysis, performance summaries, and risk items.    
• Incident Analysis & Reporting
• Analyze telecom-related incidents (P1–P4) impacting the network.
• Prepare concise, leadership-ready summaries that are suitable for finance, operations, and executive audiences.
• Maintain historical data to support vendor accountability and service improvement discussions.    
• Circuit & Service Lifecycle Management
• Assist with circuit inventory tracking, including installs, disconnects, migrations, and technology upgrades.
• Support transitions from legacy services (e.g., POTS/DSL) to modern solutions such as fiber, broadband, SD WAN, FWA, or satellite (e.g., Starlink).
• Validate billing alignment with active services and assist in identifying billing discrepancies or stranded costs.
• Partner with Procurement, Real Estate, and Finance teams on connectivity considerations for new stores, remodels, relocations, and lease conditions.    
• Wireless & Alternative Connectivity Support
• Support deployment and operational readiness of alternative connectivity solutions for rural or underserved locations.
• Assist with site readiness reviews, documentation, and coordination for wireless or satellite installations.
• Track performance and stability of non-traditional circuits and escalate issues appropriately.    
• Cross Domain Collaboration
• ?    Work closely with Network Engineering, EUC, Applications, InfoSec, Supply Chain, and Retail Technology teams to resolve telecom-related dependencies.
• Ensure connectivity risks and constraints are clearly communicated during projects, maintenance events, and change windows.
• Support change management processes with accurate telecom impact analysis and post-change validation.    
• Documentation & Process Improvement
• Maintain clear documentation of telecom processes, contacts, standards, and escalation paths.
• Identify opportunities to streamline reporting, improve data accuracy, or reduce manual effort in telecom operations.
• Assist Network Services leadership with ad hoc analysis, audits, and leadership requests.    

Knowledge, Skills, and Abilities (KSAs): What KSAs are required to perform this job:
*    Strong understanding of telecom and connectivity concepts (WAN, MPLS, broadband, fiber, wireless, SD-WAN).
*    Ability to analyze outage data and translate technical details into clear, business-focused summaries.
*    Experience coordinating with external vendors and managing follow-ups across multiple stakeholders.
*    Strong written and verbal communication skills, especially for executive and finance audiences.
*    High attention to detail with the ability to manage multiple priorities simultaneously.
*    Proficiency with Excel and reporting tools for trend analysis and data validation.
*    Customer service mindset with a focus on operational excellence and accountability.

Work Experience &/or Education: What are the minimum education and/or experience requirements necessary to perform this job?

• 2–4 years of experience in telecom, network operations, IT support, or a related technical role.
• Experience supporting large-scale retail, distribution, or enterprise environments preferred.
• Associate or Bachelor’s degree in Information Technology, Telecommunications, or related field preferred (or equivalent experience).