ECHO Analyst
CME Group
Entry level role within the Exchange Connectivity and Hosting Operations team. Analyst will work with customers, carriers, and internal teams on requests for the installation, activation and billing of basic, non-complex connectivity solutions. Analyst will become familiar with the onboarding and management of customers and carriers at CME hosting facilities. Requires beginner-level analytical skills when dealing with daily activities and a basic understanding of connectivity and/or hosting procedures. Follows established, documented processes to complete order implementation however certain tasks may require critical thinking skills and situational analysis, prompting guidance from senior team members on several, but not all, tasks. Requires good written and verbal communication skills. Analyst is responsible for entering or uploading all order related paperwork, circuit information, customer forms, data and contact information into the Enterprise Data Base system, CRM system, SharePoint/Confluence sites and any applicable tracking spreadsheets in a timely manner. Analyst will use automation tools for provisioning and troubleshooting and will be responsible for creating and/or submitting daily change control requests for the Remedy ticketing system. Analyst will train and become familiar with connectivity billing procedures to be able to respond to basic inquiries from customers.
- Support connectivity requests from customers and support the onboarding of customers and carriers to hosting facility (55%)
- Monitor and troubleshoot basic customer billing inquiries (20% - 25%)
- Consolidate and submit Remedy tickets for engaging internal CME teams around connectivity requests (10% - 15%)
- Other projects and assignments as instructed (10%)
- Project Management Knowledge - Ability to manage multiple client related projects in parallel, updating the CRM system, Creating, Maintaining and Updating Trackers e.g. Smartsheet; and providing concise updates to Stakeholders.
- Technical Proficiency - Some experience in WAN, LAN, VPN and cloud connectivity. Experience working with Telecom carriers and Data Centers to support client connectivity solutions; Familiarity with Cloud connectivity.
- Strong communication and customer service skills - Updating internal/external stakeholders with status on their individual project or a broader project impacting multiple clients; Demonstrating diplomacy in the handling of problem-solving skills.
Vacancy posted 6 days ago
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