Network Service Analyst

Network Service Analyst – Safelite – Columbus, OH (onsite)

The Network Service Analyst supports Safelite/Belron’s Global network infrastructure and is involved in day-to-day operations, including problem, change, incident, and service monitoring to ensure the highest quality of service and a smooth running of the network. The role assists with BAU operations and the roll-out of new installations, and engages with internal and external partners to manage SD‑WAN support.

• Utilize Service Now to monitor incidents and problems, ensuring timely management.
• Conduct daily stand‑up meetings with third‑party teams to review open incidents, problems, and changes, coordinating engineers’ schedules.
• Respond to and resolve network‑related incidents reported by end‑users or monitoring systems.
• Support day‑to‑day network operations to guarantee continuous service availability.
• Analyze ticket data to identify problem sites and distinguish between normal and abnormal events.
• Provide essential data for monthly Global Service Reviews to assess performance and identify improvement areas.
• Implement proactive and reactive measures to maintain service continuity.
• Escalate network issues that require higher‑level attention and keep management informed.
• Collaborate with the TDA and third‑party providers to develop and maintain network‑related documentation.
• Take an active role in deploying new network installations, raising change requests in third‑party systems, and ensuring successful implementation.
• Support change‑management processes and minimize disruptions.
• Uphold policies, standards, procedures, and guidelines for a secure network environment.
• Provide on‑call support outside regular business hours when necessary.
• Ensure all system‑related changes adhere to the infrastructure Change Management process.
• Communicate network‑related updates and changes to stakeholders in a clear manner.

• Bachelor’s degree or equivalent experience.
• 1‑3 years of relevant experience.
• Demonstrated commitment to customer satisfaction in high‑pressure situations.
• Strong focus on continuous improvement of incident and problem management processes.
• Experience supporting services within a geographically diverse organization.
• Successful collaboration with third‑party vendors.
• Enthusiasm for exploring data to elevate service quality.
• Proficiency in coordinating across multiple support and resolver groups.
• Experience managing queues, focusing on aged and high‑priority incidents.

• Competitive weekly pay and bonus opportunities.
• Total benefits valued at more than $10k, including 401(k) with company match, medical coverage plans, PTO, company holidays, and paid volunteer days.
• Tuition reimbursement per year.
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Diversity:
Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal‑opportunity employer.