Service Management Center Analyst (SMC Analyst) - Tier I

Job Title: Service Management Center Analyst (SMC Analyst) – Tier I

Department: Service Assurance

Reports To: Service Management Leadership

Position Summary

The Service Management Center (SMC) Analyst serves as the Tier I, customer-facing entry point

for all service-related inquiries and incidents. This role is responsible for accurate incident intake,

ticket creation, severity assessment, and customer communication, ensuring all service events are

properly documented, routed, and managed in alignment with SLA and MTTR objectives.

The SMC Analyst plays a critical role in delivering a high-quality customer experience while

supporting efficient incident response and resolution across the network

Customer Intake & Incident Management

• Serve as the primary point of contact for all customer inquiries via phone, email, and

managed services platforms

• Perform incident intake, validation, and ticket creation in the system of record

• Verify circuit/service status (up, down, impaired) and assess customer impact

• Assign appropriate severity (P1–P5) based on impact, defaulting higher when uncertain

• Maintain ownership of tickets through proper routing and coordination

Ticketing & Documentation

• Create and manage tickets with accurate, real-time documentation

• Ensure all actions, communications, and timestamps are captured to support MTTR

integrity

• Maintain consistent use of defined ticket documentation standards

• Identify and update existing tickets when applicable to avoid duplication

Customer Communication

• Provide clear, concise, and timely updates to customers

• Maintain communication cadence based on severity (e.g., hourly for critical incidents)

• Communicate status, actions taken, vendor involvement, next steps, and estimated time to

restore (ETR)

• Coordinate messaging with NOC Technicians and leadership for technical accuracy

Escalation & Coordination

• Execute escalations in accordance with defined SOPs and escalation matrices

• Identify escalation triggers (e.g., lack of progress, SLA risk, multi-customer impact)

• Coordinate with NOC Technicians, Network Service Managers (NSM), and external vendors

(LECs/CLECs)

• Ensure escalations are both verbal and documented

Change Management & MSP Support

• Create and manage Change Request (CR) tickets and customer notifications

• Support Managed Service Provider workflows

• Document vendor ownership and maintain visibility through issue resolution

• Ensure proper tracking of informational and service-affecting events

Severity & Service Impact Awareness

• Understand and apply service impact classifications (service-affecting vs. non-serviceaffecting)

• Prioritize incidents appropriately to align with SLA and MTTR performance targets

• Escalate and communicate proactively during high-impact events

Required Qualifications

• Experience in a service desk, NOC, or telecommunications environment

• Ability to assess service impact and assign priority/severity levels

• Experience with ticketing systems (e.g., RemedyForce, SolarWinds Service Desk, Jira, or

similar)

• Strong communication and documentation skills

• Ability to follow structured workflows, SOPs, and escalation procedures

• Strong organizational skills with the ability to manage multiple incidents simultaneously

• Basic understanding of telecom/network services and circuits

Work Environment & Expectations

• Hours: Monday – Friday, 6:00 AM – 6:00 PM ET

• Operate in a fast-paced, customer-focused environment

• Maintain professionalism during high-impact or high-pressure incidents

• Adhere to established SOPs and contribute to continuous improvement efforts

• Support organizational goals of enhancing customer experience and reducing MTTR

Role Importance

This role is foundational to Service Assurance operations, ensuring that every incident is captured

accurately, communicated effectively, and routed efficiently, enabling rapid restoration and a

consistent, high-quality customer experience.