Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our approximately 30,000 employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.89 billion in fiscal 2023.

In one sentence

The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.

What will your job look like?

• Assemble needed information sources for analysis preparation reports, web sources, tool outputs, etc.
• Evaluate audit outputs against established tolerance levels and take appropriate actions (further investigations, open ticket, escalation to support teams, etc.) 
• Prioritize and manage multiple competing tasks or issues according to management guidelines.
• Provide clear communication to all stake holders including written and verbal.
• Maintain thorough understanding of system functionality for investigation and resolution of system issues.
• Track and manage tickets according to established support guidelines and/or SLA agreements, providing escalation as needed.
• Understand and support all known external and internal audits agreed to by account level management.
• Gather and compile audit data for the support of external or periodic audits from various sources (SOX, SSAE16, ISO, etc.) 
• Update of dashboards and other necessary status reports.
• Stay updated of system changes and alters audit processes as necessary.
• Ensure all security and client confidentiality guidelines are maintained .
• Support as needed on-call rotation in off hours providing issue management and audit execution.
• Provide timely support of project based work through contact with various levels of the organization.

All you need is…

• Bachelor’s degree in Science/IT/Computer Science or equivalent
• Basic to advanced SQL experience required 
• Basic to Intermediate UNIX experience preferred
• Ability to analyze and investigate cross platform issues.
• Ability to prepare and update procedure documents.
• Ability to work with various other teams to resolve an issue.
• Ability to work within a matrix organization.
• Excellent oral and written communication skills.
• Ability to handle issues across accounts and escalations across multiple support teams.
• A working knowledge of telecommunications, preferably wireless.

Why you will love this job:

•    You will get to show off your fine-tuned skills for resolving issues and helping the end-user.
•    You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development.
•    You will have the opportunity to work in a multinational environment for the global market leader in its field.