Network Operations Service Analyst

Global Partners LP is a company focused on serving customers, communities, and business operations through responsible and sustainable growth. The Network Operations Service Analyst supports telecom expense management, vendor coordination, network service lifecycle tracking, billing validation, reporting, and issue resolution across the organization.

What you'll do:

• Coordinate day to day operational activities with vendor account teams, telecommunications carriers, circuit aggregators, TEM providers, and RingCentral, including scheduling, billing follow-up, service coordination, and request tracking
• Attend internal, global, and vendor meetings; document decisions, takeaways, owners, and due dates; confirm that required vendor or ServiceNow tickets are opened; and work with the VP of Network Operations to prepare reports, dashboards, vendor meeting materials, status summaries, and follow-up lists
• Validate ServiceNow and vendor tickets for scope, status, ownership, and supporting details; track open vendor action items, commitments, and SLA reports; follow up on aging items; and flag exceptions and escalate blockers to Network Operations leadership, coordinating follow-up with vendor account teams
• Support Moves, Adds, Changes, and Disconnects (MACD), circuit installations, upgrades, Class of Trade changes, acquisitions, and divestitures, as well as 4G/5G SIM lifecycle activities (provisioning, activation, tracking, and deactivation), by tracking requests and lifecycle milestones
• Support RingCentral UCaaS request tracking and reporting, including submitting and following up on user and feature requests, extensions, auto attendants, call queues, AI Receptionist items, usage reporting, and feature research
• Support telecom invoice validation and payment workflows with the TEM partner, Finance, and Accounts Payable; identify duplicate or inaccurate billing; validate credits and adjustments; work with the Telecom Aggregator on billing, expense, and inventory reports; and resolve invoice and inventory discrepancies, routing issues to the appropriate internal or vendor team
• Maintain accurate circuit, service, asset, vendor, and operational records, and help standardize operational data across ServiceNow, vendor portals, circuit inventories, and billing reports, including consistent site and circuit naming, single source of truth inventories, and standard ticket categories
• Identify recurring gaps or process issues; document recurring workflows, vendor processes, and escalation paths as standard runbooks and process guides; and support approved process improvements that improve billing accuracy, operational visibility, and partner performance

What they're looking for:

• Strong organizational, documentation, and follow-up skills with close attention to detail
• Ability to manage multiple assigned tasks, meet deadlines, and ask for guidance or escalate issues when appropriate
• Clear written and verbal communication skills and the ability to work with vendor account teams and cross-functional business partners
• Basic experience preparing reports, validating data, maintaining records, or coordinating meetings and action items
• Customer service mindset, curiosity, and willingness to learn network, telecom, vendor, and UCaaS operations
• Familiarity with basic networking and telecommunications concepts, such as Internet circuits, broadband, SD-WAN, and 4G/5G connectivity
• Familiarity with Microsoft Excel, PowerPoint, Teams, and standard reporting or documentation tools
• Exposure to ServiceNow or another IT service management platform is helpful; willingness to learn is required
• Exposure to carrier or vendor portals, circuit inventories, or TEM platforms is a plus
• Interest in learning RingCentral or another UCaaS platform, including administration, user features, and operational reporting
• CCNA, CompTIA Network+, or related coursework or certifications are a plus but not required
• Ability to follow established processes, maintain accurate records, and consistently track requests and action items through completion

Benefits:

• Medical, Dental, Visions and Life Insurance
• Additional wellness support
• 401k and a match component
• Tuition reimbursement after 6 months of service
• Internal development programs
• Access to on-demand learning for continued career growth
• Opportunities for growth within; these commitments are offered to employees in permanent roles