Telecom Voice Provisioning Analyst

About this role

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Team Overview As part of TransUnion's Communications Solutions business, our team provides end-to-end telecommunications provisioning and managed services for carrier customers across the United States. We help organizations streamline complex voice service operations, ensure service continuity, and deliver exceptional customer support in a rapidly evolving telecom environment.

This role reports directly to Vice President within the Customer Support Operations division.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week. Role Overview and Core Responsibilities • Serve as a key contributor on the Voice team by responding to and resolving customer support tickets and escalations using established methods, procedures, and documentation. • Review, process, and manage telecommunications service requests, including LSRs, LOAs, COBs, CSRs, LIDB, CNAM, and E911 records for Toll Free/International, Residential, Business, Government, and Enterprise port-ins and port-outs. • Read and interpret Local Service Requests (LSRs) to understand the current telecommunications environment and translate requirements into the requested service changes, including moves, adds, changes, disconnects, and ancillary services. • Manage work tasks across internal TransUnion systems and customer systems while tracking multiple order types, priorities, and critical dates simultaneously. • Communicate with internal resources, vendors, and customer teams to obtain required information, complete internal orders, and follow up to ensure timely responses and service delivery. • Facilitate daily calls with vendor and customer teams, provide order status updates, resolve questions or issues, and proactively advise customers of delays or changes. • Investigate, report, escalate, and resolve service issues while maintaining a sense of urgency and professionalism when handling sensitive customer matters. • Monitor work queues and order assignments to ensure timely processing and coordination of escalated orders. • Participate in Quality Assurance activities by auditing vendor cases, providing QA coaching, and sharing valuable feedback during QA calibration calls. • Assist with special projects, training, and education for other departments or individuals as assigned by management.

Required Knowledge and Experiences • 5+ years of telecommunications experience involving Local Service Requests (LSRs), specifically port-ins and port-outs, including moves, adds, changes, disconnects, and ancillary services such as E911, Caller ID, and directory listing. • Proven experience in a Customer Service, Service Delivery, or Provisioning role, with the ability to deliver an excellent customer experience and exceed customer expectations. • Strong understanding of telecommunications provisioning processes, voice and numbering operations, and order management workflows to support accurate and timely service activation. • Strong analytical, problem-solving, organizational, and time management skills, with the ability to balance multiple tasks, deadlines, order types, and customer priorities simultaneously. • Associate degree or higher preferred, or equivalent experience and knowledge relevant to telecommunications provisioning, service delivery, or customer operations.

Required Technical Skills • In-depth understanding of LSRs, including the ability to review, interpret, and process Local Service Requests accurately. • Experience working in internal and external customer systems to manage tickets, orders, escalations, and provisioning-related tasks. • Proficiency in Microsoft Office, including Excel, Word, and Outlook, to support tracking, documentation, communication, and reporting activities. • Working knowledge of telecommunications records and services, including LOA, COB, CSR, LIDB, CNAM, E911, Toll Free/International, Residential, Business, Government, and Enterprise porting.

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in:

• Experience participating in Quality Assurance programs, including vendor case audits, QA coaching, and QA calibration discussions. • Ability to facilitate daily customer and vendor calls while maintaining clear communication, professionalism, and a customer-first approach. • Strong attention to detail and project management skills to support multiple tasks, work queues, customer requests, and critical timelines. • Ability to support training, cross-functional education, and special projects as assigned by management. • Experience working in a hybrid environment, with regular performance of responsibilities both virtually and in person at an assigned TransUnion office location for a minimum of two days per week.

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Benefits that support every part of your life: At TransUnion, we design benefits to help you feel well, do well, and plan well—from day one. For Your Health : Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable. For Your Protection : We’ve got your back with company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑ and long‑term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage. For Your Family : From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leav

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