Telecom Expense Management Analyst

About the Role as a Telecom Expense Management Analyst

The Telecom Expense Management (TEM) Specialist is responsible for ensuring the accuracy, control, and optimization of telecom spend across fixed, mobile, and UCaaS services. The role operates at the core of telecom financial governance, bridging operations, finance, and vendor management to ensure that services are accurately billed, properly accounted for, and aligned to contractual and business expectations

This role maintains the integrity of telecom data, including invoices, inventory, and contracts—while driving cost optimization and operational efficiency across a complex, global telecom landscape. It plays a critical part in enabling the organization to operate with financial discipline, transparency, and scalable processes

Key Responsibilities

About the Role Telecom Expense Management Analyst

Invoice Management & Financial Controls

• Review, audit, and accurately process fixed telecom invoices; track approvals and aging to prevent payment delays or service risks.
• Identify, document, and track cost-saving and cost-avoidance initiatives by analyzing spend, contracts, rates, and usage patterns.

• Maintain accurate fixed telecom inventory through regular audits, reconciliations, and lifecycle updates.
• Manage full-service lifecycle activities including procurement, provisioning, changes, decommissioning, and site closures.
• Build new sites, adjust or remove capacity for changes and closures, review usage, and redistribute Teams number capacity to avoid shortages or excess.

• Own DID and number management, including monthly audits, cleanup, assignment, and reduction of unused numbers.

• Design, build, and continuously improve ServiceNow workflows, forms, and automation for Fixed, UCaaS, and Teams Voice services.
• Lead Teams Voice escalations and manage misrouted tickets, number requests, Out-of-Region (OOR) requests, and AA/CQ form support.

• Support vendor operations for UCaaS, Fixed-line, and BT activities including porting, application support, and device workflows.

• Provide cross-functional coverage, maintain up-to-date process documentation, and contribute to operational resilience across all TEM functions.

• Operational Ownership — Takes accountability for accuracy, timeliness, and continuous improvement within their domain.
• Analytical Thinking — Synthesizes data from invoices, contracts, and usage reports to surface actionable insights.
• Process Excellence — Proactively identifies gaps and builds scalable workflows and documentation.
• Collaboration — Works effectively across IT, Finance, and vendor partners to resolve issues and drive outcomes.
• Communication — Clearly documents and communicates operational status, risks, and recommendations.

• Exceptional attention to detail: spots inconsistencies quickly, validates facts and numbers, and maintains high quality standards across executive-facing materials.
• High accuracy & control mindset: Consistently delivers error-free outputs across invoices, inventory, and reporting.
• Strong ownership & follow-through: Drives issues to closure across vendors, Finance, and internal stakeholders without requiring escalation.
• Analytical & detail-oriented: Able to interpret complex data, identify discrepancies, and translate into action.
• Process discipline with improvement mindset: Balances operational execution with proactive identification of improvements and automation opportunities.
• Effective stakeholder management: Works seamlessly across vendors, Finance, Procurement, and internal teams in a matrixed environment.
• Comfort with ambiguity: Able to operate effectively with incomplete data and evolving processes while maintaining high standards

About You as a Telecom Expense Management Analyst

Required

• 4-6 years of experience in telecom expense management, telecom operations, or a related IT/finance operations role.
• Hands-on experience with telecom invoice processing, auditing, and dispute resolution.
• Working knowledge of fixed telecom services, UCaaS platforms, and Microsoft Teams Voice.
• Experience with ServiceNow or equivalent ITSM platforms, including workflow design and form configuration.
• Proficiency in DID/number management and telecom inventory practices.
• Strong analytical skills with attention to detail and a structured approach to problem-solving.

• Familiarity with telecom vendor management, porting processes, and carrier operations.
• Experience with cost optimization analysis and contract/rate benchmarking.
• ServiceNow certifications or formal ITSM training.
• Exposure to TEM platforms (e.g., Tangoe, Calero, Sakon).

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

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We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

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