Analyst-Device Intake & Governance

The Intake Analyst plays a critical role within the Connectivity Intake & Governance team's function, ensuring every request entering the connectivity organization is properly captured, clarified, categorized, and routed. This individual will manage requests from submission through handover, maintaining clear documentation and communication throughout the process. The Intake Analyst works closely with requesters, Stakeholder Representatives, and downstream teams (e.g., Network Engineering, Architecture, Security, Operations, MFG IT) to ensure requests are triaged efficiently and set up for successful execution.

This role also will be crucial in developing custom tools as needed.

This role requires strong attention to detail, excellent written and verbal communication skills, and the ability to manage multiple requests simultaneously in a fast-paced environment. The ideal candidate is comfortable working with ticketing/intake systems, enjoys process-driven work, and can build effective working relationships across technical and business stakeholders.

• Receive, log, and acknowledge incoming requests submitted via standardized intake forms (portal, Service Now, or dedicated email)
• Create clear, concise summaries of requests, including objectives, scope, stakeholders, and initial requirements
• Ensure request forms are complete, following up with requesters for additional details or clarification as needed
• Build and maintain catalogued service offerings in the Network space
• Establish AAA Wired MAB and 802.1x enforcement policy and guidelines
• Develop and maintain tools and dashboards to improve customer experience

• Categorize requests (e.g., New Feature, Infrastructure Upgrade, Troubleshooting, Consultation) and assess urgency and potential impact
• Conduct preliminary assessment and prioritization with input from a Stakeholder Representative, Requester and Site owner
• Determine the appropriate downstream team (e.g., Network Engineering, Architecture, Security, Operations, MFG IT) for handoff

• Facilitate handoff of requests to the appropriate specialized connectivity team, ensuring all relevant documentation is attached
• Coordinate handover meetings for complex projects between the Intake Team, requester, and receiving team; provide clear documentation in the ticketing system for simpler requests
• Track requests until formally accepted by the downstream team

• Provide ongoing status updates to requesters and act as a liaison during the initial phase of the request
• Gather feedback on the quality of intake submissions to support continuous improvement of the intake process
• Manage and maintain the intake system/platform (e.g., JIRA, Service Now, custom portal)
• Identify gaps in processes and find improvements

• Bachelor's degree in Business, Information Technology, or a related field, or equivalent relevant experience
• Experience with ticketing/intake systems such as JIRA or Service Now
• Strong written and verbal communication skills
• Excellent organizational skills with the ability to manage multiple requests and priorities simultaneously
• Demonstrated attention to detail and follow-through
• Scripting or programming skills (e.g. Python) for network automation

• Experience in a connectivity, telecom, wireless, MFG or IoT environment
• Prior experience in a business analysis or coordination role
• Ability to work effectively with both technical and non-technical stakeholders

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