Infrastructure Support Analyst

Must be able to work 5 days onsite in Buffalo, NY

We’re looking for a detail-oriented and analytical Business Systems Analyst to support enterprise telecom operations and related business processes. This role blends technology, data analysis, and cross-functional collaboration to improve systems, manage risk, and drive operational efficiency. You’ll play a key role in supporting telecom environments while helping identify and mitigate risks, including fraud and spoofing incidents.

• Support and optimize enterprise telecom systems across voice, video, and network services. Act as a liaison between business stakeholders and technical teams to improve telecom-related processes and systems.
• Support Webex Calling operations, including user setup and coordination with carriers such as Verizon and AT&T.
• Analyze service performance and recommend improvements to enhance reliability and user experience.
• Coordinate number porting, service transitions, and carrier activities to ensure seamless implementation.

• Leverage data to drive decision-making and improve financial and operational outcomes. Analyze telecom inventory, usage, and billing data using Sakon or similar TEM platforms.
• Identify trends, discrepancies, and cost-saving opportunities.
• Reconcile data across systems (e.g., Sakon and Service Now CMDB) to ensure accuracy.
• Develop reports and insights on telecom spend and usage patterns.

• Play a critical role in identifying, analyzing, and supporting resolution of telecom-related security incidents. Investigate incidents involving call spoofing, smishing, and vishing, gathering and analyzing relevant data.
• Perform root cause analysis and document findings to support risk mitigation efforts.
• Coordinate with internal teams (Security, IT) and external carriers to contain and resolve incidents.
• Track and manage incidents in Service Now, including triage, escalation, and closure.
• Identify patterns or vulnerabilities and recommend improvements to reduce future risk.

• Support proactive risk management and continuous improvement initiatives. Analyze operational and system risks within telecom and related processes.
• Recommend and help implement controls to reduce exposure to fraud and service disruptions.
• Partner with Security and Compliance teams to strengthen risk awareness and response strategies.

• Enhance procurement workflows and financial accuracy through process analysis. Support telecom and network ordering through systems like Ariba.
• Monitor purchase orders, track vendor activity, and follow up on issues.
• Assist with Accounts Payable and General Ledger activities, ensuring accurate coding and resolution.
• Collaborate with Finance teams to align operational and financial data.

• Bring a problem-solving mindset and strong communication skills to a fast-paced environment. Translate business needs into system and process improvements.
• Communicate insights clearly to both technical and non-technical stakeholders.
• Collaborate across IT, Finance, Security, and vendors to drive outcomes.
• Manage multiple priorities and adapt quickly in a dynamic environment.
• Take initiative to learn new tools and continuously improve processes.

• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Interest or experience in risk management, fraud analysis, or incident support
• Familiarity with tools like Service Now, Sakon, Ariba, or similar platforms is a plus
• Ability to work independently and thrive in a collaborative environment