Provisioning Analyst

ABOUT GLOBAL SERVICES Technology is central to the success of IPC and to maintaining our edge in the marketplace. IPC's approach to investing and creative application of technology makes our product's track record possible. We've become thought-leaders in financial communications solutions while providing our customers an impeccable, risk-managed service. We understand that organizations with the best performance must attract the best people. We relentlessly search for candidates from all backgrounds and disciplines that exhibit excellence in their work. We require initiative, conceptual and applied intelligence, and a can do attitude that is not only focused on constant self-improvement, but also actively participates in a work environment where every employee is encouraged to challenge, identify, and ultimately lead improvements to the status quo. POSITION SUMMARY The Provisioning Analyst is part of the Managed Services team and is responsible for the provisioning of trader voice circuits (carrier and internal), Account Profile provisioning, inventory management and reporting. Qualified applicants will have experience with circuit provisioning, carrier relations and strong analytic skills, preferably within financial services. The Provisioning Analyst must meet or exceed all contractual commitments and Service Level Agreements for IPC's managed service clients as detailed in the Scope of Works providing circuit provisioning/order management and inventory management including reporting while insuring data integrity of trading communication assets. The ability to take ownership of issues and drive them to resolution is a particular requirement of this role and covers both the provisioning aspects as well as any other work that may be assigned. RESPONSIBILITIES * Provide circuit order/ provisioning including the management of circuit inventories and related reporting to IPC's Managed Service customers in accordance with customer contracts and related Scopes of Work (SOW), in a consistent and professional manner that exceeds customer expectations. * Provide Account Profile provisioning including telephony components where necessary. * Adopt and continuously improve support management tools and self-service resources to provide customers with highly effective and responsive support options. * Work with other teams within IPC to provide a single seamless interface to the client. * Manage and maintain customer trader voice reporting requirements through IPC propriety and/or customer provided systems and tools including but not limited to; inventory, performance, exception, operations metrics and audit. * Maintain customer trader voice inventories including updates for new orders, relocations, cancellations, disconnects, ad-hoc updates as required. * Ensure high level of client satisfaction and make sure timely responses are consistently provided. * Ensure appropriate level of customer communication around issues, orders and/or reporting requests and that regular and frequent updates are provided. * Communicate customer status, concerns, and escalations to Customer Support Manager as needed. * Manage IPC's adherence to customer Scopes of Work, SLAs or other performance regulating documentation specifically related to Order Management, Circuit Provisioning, Reporting for trading communication services. * Understand customer business requirements for ordering trader voice services and trading communication technology and define and document processes to deliver in accordance with expectations. * Monitor order workflow and delivery trends and escalate issues to management as necessary. * Work effectively with third-party partners as needed to deliver services to the client. * Adhere to customer change control procedures and ensure all paperwork is completed accurately and in a timely manner. * To support any ad-hoc tasks and projects driven by the business and client needs. Desirable Experience/Skills/Qualifications * Minimum 5 years of relevant work experience within financial services industry. * Bachelor degree; professional certifications a plus. * Excellent planning, leadership, problem solving, analytical, communication, operational and customer service skills. * In-depth knowledge of, and working experience with, the common circuit types and signalling used with the financial markets is mandatory. * In-depth knowledge and demonstrable experience of circuit provisioning is mandatory. * Ability to work in a high pressure and dynamic environment * Ability to identify automation opportunities and enhancements and drive related requirements definition. * Sophisticated understanding of Microsoft Excel, Microsoft Access Microsoft Project, Microsoft PowerPoint, Visio and DB analysis, is a preferred skill for this position. May require knowledge of or ability to quickly learn specialized software to complete work assignments. * Excellent verbal and written communication skills with ability to state messages in a clear