Network Operations Service Analyst

Job description

Job Summary: The Network Operations Service Analyst is an entry level individual contributor reporting to the VP of Network Operations, serving as the company’s primary operational interface with its third party telecom bill pay and expense management partner. The primary focus of this role is telecom expense management, including oversight of telecom expenses, billing, invoice validation, payment workflow support, service and inventory data, expense reporting, and issue resolution across Retail, Terminal, and Enterprise operations. The Analyst acts as the communication bridge between internal stakeholders, Finance, Accounts Payable, Network Operations, field teams, carriers, and the third party partner. The role tracks Moves, Adds, Changes, and Disconnects (MACD), billing exceptions, partner commitments, and escalations through resolution; identifies duplicate or inaccurate billing; validates credits and adjustments; resolves invoice and inventory discrepancies; and provides reporting and status updates to leadership. The role also supports vendor meetings, service and circuit lifecycle tracking, documentation, and approved process improvements that improve billing accuracy, operational visibility, and partner performance. At Global Partners, business starts with people. Since 1933, we’ve believed in taking care of our customers, our guests, our communities, and each other—and that belief continues to guide us. The Global Spirit is how we work to fuel that long term commitment to success. As a Fortune 500 company with 90+ years of experience, we’re proud to fuel communities—responsibly and sustainably. We show up every day with grit, passion, and purpose—anticipating needs, building lasting relationships, and creating shared value. Job Description: Coordinate day to day operational activities with vendor account teams, telecommunications carriers, circuit aggregators, TEM providers, and RingCentral, including scheduling, billing follow-up, service coordination, and request tracking. Attend internal, global, and vendor meetings; document decisions, takeaways, owners, and due dates; confirm that required vendor or ServiceNow tickets are opened; and work with the VP of Network Operations to prepare reports, dashboards, vendor meeting materials, status summaries, and follow-up lists. Validate ServiceNow and vendor tickets for scope, status, ownership, and supporting details; track open vendor action items, commitments, and SLA reports; follow up on aging items; and flag exceptions and escalate blockers to Network Operations leadership, coordinating follow-up with vendor account teams. Support Moves, Adds, Changes, and Disconnects (MACD), circuit installations, upgrades, Class of Trade changes, acquisitions, and divestitures, as well as 4G/5G SIM lifecycle activities (provisioning, activation, tracking, and deactivation), by tracking requests and lifecycle milestones. Support RingCentral UCaaS request tracking and reporting, including submitting and following up on user and feature requests, extensions, auto attendants, call queues, AI Receptionist items, usage reporting, and feature research. Support telecom invoice validation and payment workflows with the TEM partner, Finance, and Accounts Payable; identify duplicate or inaccurate billing; validate credits and adjustments; work with the Telecom Aggregator on billing, expense, and inventory reports; and resolve invoice and inventory discrepancies, routing issues to the appropriate internal or vendor team. Maintain accurate circuit, service, asset, vendor, and operational records, and help standardize operational data across ServiceNow, vendor portals, circuit inventories, and billing reports, including consistent site and circuit naming, single source of truth inventories, and standard ticket categories. Identify recurring gaps or process issues; document recurring workflows, vendor processes, and escalation paths as standard runbooks and process guides; and support approved process improvements that improve billing accuracy, operational visibility, and partner performance. Additional Job Description: Strong organizational, documentation, and follow-up skills with close attention to detail. Ability to manage multiple assigned tasks, meet deadlines, and ask for guidance or escalate issues when appropriate. Clear written and verbal communication skills and the ability to work with vendor account teams and cross-functional business partners. Basic experience preparing reports, validating data, maintaining records, or coordinating meetings and action items. Customer service mindset, curiosity, and willingness to learn network, telecom, vendor, and UCaaS operations. Familiarity with basic networking and telecommunications concepts, such as Internet circuits, broadband, SD-WAN, and 4G/5G connectivity. Familiarity with Microsoft Excel, PowerPoint, Teams, and standard reporting or documentation tools. Exposure to ServiceNow or another IT service management platform is helpful; willingness to learn is required. Exposure to carrier or vendor portals, circuit inventories, or TEM platforms is a plus. Interest in learning RingCentral or another UCaaS platform, including administration, user features, and operational reporting. CCNA, CompTIA Network+, or related coursework or certifications are a plus but not required. Ability to follow established processes, maintain accurate records, and consistently track requests and action items through completion. Willingness to support MACD activity, circuit lifecycle activities, invoice and billing validation, SLA reporting, and vendor scorecards under leadership guidance. Comfortable attending internal and vendor meetings, taking clear notes, preparing materials, and coordinating follow-up. Ability to review information for gaps or inconsistencies and suggest practical process improvements. Experience in a multi-site retail, distributed enterprise, or vendor-supported environment is helpful but not required. 0-2 years of experience in IT, telecommunications, network operations, technical support, vendor coordination, or a related field; relevant internship, academic, military, or equivalent experience is welcome. Bachelor’s degree in IT, Telecommunications, Business, or a related field preferred, or an equivalent combination of education and experience. Pay Range: $30.43 - $42.60 The pay range for this position is outlined above. The final amount offered at the start of employment is determined based on factors including, but not limited to, experience level, knowledge, skills, abilities and geographic location, and the Company reserves the right to modify base salary at any time, including for reasons related to individual performance, Company or individual department/team performance and market factors. Our Commitments to You Coins! We offer competitive salaries and opportunities for growth. We have an amazing Talent Development Team who create trainings for growth and job development. Health & Wellness - Medical, Dental, Visions and Life Insurance. Along with additional wellness support. The Road Ahead – We offer 401k and a match component! Professional Development - We provide tuition reimbursement; this benefit is offered after 6 months of service. What to Expect From the Hiring Process We value passion and potential. Please apply if you’re qualified and interested—we’d love to hear from you. A member of our Talent Acquisition team will review your application and may connect you with the hiring manager if your experience is a strong match. Interviews are conducted virtually and in person, depending on the role. We’ll provide more details about next steps if selected to move forward. Global Partners LP is an equal opportunity employer. We foster a company culture where ideas from all people help us grow, move and thrive. We embrace the diversity of all applicants and do not discriminate against race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. If you have a disability and need an accommodation to apply, please contact our recruiting department at 781-747-9675 or 781-7GP-WORK. *Disclaimer: At Global Partners, we don't use lie detector tests for any employment decisions. We follow all the rules and regulations, so we need to let you know: In Massachusetts, it's illegal to require or administer a lie detector test as a condition of employment of continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.