Senior IT Telecom Analyst / Telecom Scheduler
Duke Energy
Senior IT Telecom Analyst / Telecom Scheduler
Job Description
Important Application Submission InformationIn order to ensure your application is successfully received before the job posting expires, please submit your application by 11:59 PM on Saturday, September 5, 2026More than a career - a chance to make a difference in people's lives.Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.Position SummaryThis Senior IT Telecom Analyst / Telecom Scheduler is a member of the Telecom Delivery – Carolinas East Field Services team and works closely with the Implementation Coordinators (ICs), Technicians, the Telecom Network Operations Center (NOC), and Telecom Managers to efficiently schedule and complete project implementation and operational maintenance activities for the team in the region.This position provides enterprise level support for Telecommunications Services needed to support infrastructure and business applications. These services include but are not limited to Synchronous Optical Networking (SONET), Dense Wavelength Division Multiplexing (DWDM), Optical Transport Network (OTN), Local Area Networks (LAN), Voice Over IP (VOIP), Land Mobile Radio, Microwave Packet Radio and a variety of other hardware and software solutions. ResponsibilitiesMaintain a working schedule showing work assignments and PTO (vacations, doctor visits, dependent care, etc.) for all TechniciansWork with ICs on weekly basis to assign Techs with the right skills to complete the workWork with ICs on daily (hourly) basis to accommodate changes to scheduled workWork with ICs to coordinate parts deliveries in an efficient mannerWork with ICs to try to fill in available Technician cycles with capital workProvide point of contact for Technicians when managers are not availableWork with second level support to provide rapid response to emergent issuesCoordinate the assignment of medium/low incident Remedy tickets. This typically involves reading the ticket to look for (missing information, incorrectly routed tickets). It often involves contacting the customer to clarify the issue they are having.Maintain a continuous working knowledge of Technicians’ locations to efficiently dispatch techs when new incidents come in. Use Samsara tool to assist in this.Create monthly reports documenting completion percentages for assigned workCreate and assign work orders associated with monthly preventative maintenance.Provide primary point of contact for nuclear plant Emergency Preparedness contacts when there are issues with sirens.Work with nuclear plant ICs to schedule annual Preventive Maintenance.Provide technical expertise and legacy knowledge to NOC analysts and Field Services Techs.Basic/Required QualificationsAssociates degree Minimum 5 years related work experienceIn lieu of Associates degree(s) AND 5 year(s) related work experience listed above, High School/GED AND 7 year(s) related work experienceDesired Qualifications5 years of experience in Field Services as a Technician or Implementation CoordinatorExtensive knowledge of Service Now (Incidents, Work Orders, and Change Requests)Extensive knowledge of Telecom Engineering Job PackagesStrong communication, collaboration, and teamworking skillsProject planning and implementation coordination experienceTrouble ticket analysis and triage experienceInstallation scheduling experienceStrong Microsoft Excel knowledge and experienceAbility to react, adjust, and manage fast-changing schedules, issues, and technician availabilityWorking ConditionsHybrid Mobility Classification – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable daily commute to a Duke Energy facility.Primarily Office, some plan and substation visits that require PPE#LI-ZM1#LI-HybridTravel Requirements5-15%Relocation Assistance Provided (as applicable)NoRepresented/Union PositionNoVisa Sponsored PositionNo. This is not a Visa Sponsored Position. This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.PrivacyDo Not Sell My Personal Information (CA)Terms of UseAccessibility
Locations
- NC, Raleigh
Skills Required
- Field Services as a Technicianintermediate
- Service Nowintermediate
- Telecom Engineering Job Packagesintermediate
Required Qualifications
- Associates degree (degree)
- Minimum 5 years related work experience (experience, 5 years)
- In lieu of Associates degree(s) AND 5 year(s) related work experience listed above, High School/GED AND 7 year(s) related work experience (experience, 5 years)
- Associates degree (degree)
- Minimum 5 years related work experience (experience, 5 years)
- In lieu of Associates degree(s) AND 5 year(s) related work experience listed above, High School/GED AND 7 year(s) related work experience (experience, 5 years)
- 5 years of experience in Field Services as a Technician or Implementation Coordinator (experience, 5 years)
- Extensive knowledge of Service Now (Incidents, Work Orders, and Change Requests) (experience)
- Extensive knowledge of Telecom Engineering Job Packages (experience)
- Strong communication, collaboration, and teamworking skills (experience)
- Project planning and implementation coordination experience (experience)
- Trouble ticket analysis and triage experience (experience)
- Installation scheduling experience (experience)
- Strong Microsoft Excel knowledge and experience (experience)
- Ability to react, adjust, and manage fast-changing schedules, issues, and technician availability (experience)
- 5 years of experience in Field Services as a Technician or Implementation Coordinator (experience, 5 years)
- Extensive knowledge of Service Now (Incidents, Work Orders, and Change Requests) (experience)
- Extensive knowledge of Telecom Engineering Job Packages (experience)
- Strong communication, collaboration, and teamworking skills (experience)
- Project planning and implementation coordination experience (experience)
- Trouble ticket analysis and triage experience (experience)
- Installation scheduling experience (experience)
- Strong Microsoft Excel knowledge and experience (experience)
- Ability to react, adjust, and manage fast-changing schedules, issues, and technician availability (experience)
- Do Not Sell My Personal Information (CA) (experience)
Responsibilities
- Maintain a working schedule showing work assignments and PTO (vacations, doctor visits, dependent care, etc.) for all Technicians
- Work with ICs on weekly basis to assign Techs with the right skills to complete the work
- Work with ICs on daily (hourly) basis to accommodate changes to scheduled work
- Work with ICs to coordinate parts deliveries in an efficient manner
- Work with ICs to try to fill in available Technician cycles with capital work
- Provide point of contact for Technicians when managers are not available
- Work with second level support to provide rapid response to emergent issues
- Coordinate the assignment of medium/low incident Remedy tickets. This typically involves reading the ticket to look for (missing information, incorrectly routed tickets). It often involves contacting the customer to clarify the issue they are having.
- Maintain a continuous working knowledge of Technicians’ locations to efficiently dispatch techs when new incidents come in. Use Samsara tool to assist in this.
- Create monthly reports documenting completion percentages for assigned work
- Create and assign work orders associated with monthly preventative maintenance.
- Provide primary point of contact for nuclear plant Emergency Preparedness contacts when there are issues with sirens.
- Work with nuclear plant ICs to schedule annual Preventive Maintenance.
- Provide technical expertise and legacy knowledge to NOC analysts and Field Services Techs.
- Maintain a working schedule showing work assignments and PTO (vacations, doctor visits, dependent care, etc.) for all Technicians
- Work with ICs on weekly basis to assign Techs with the right skills to complete the work
- Work with ICs on daily (hourly) basis to accommodate changes to scheduled work
- Work with ICs to coordinate parts deliveries in an efficient manner
- Work with ICs to try to fill in available Technician cycles with capital work
- Provide point of contact for Technicians when managers are not available
- Work with second level support to provide rapid response to emergent issues
- Coordinate the assignment of medium/low incident Remedy tickets. This typically involves reading the ticket to look for (missing information, incorrectly routed tickets). It often involves contacting the customer to clarify the issue they are having.
- Maintain a continuous working knowledge of Technicians’ locations to efficiently dispatch techs when new incidents come in. Use Samsara tool to assist in this.
- Create monthly reports documenting completion percentages for assigned work
- Create and assign work orders associated with monthly preventative maintenance.
- Provide primary point of contact for nuclear plant Emergency Preparedness contacts when there are issues with sirens.
- Work with nuclear plant ICs to schedule annual Preventive Maintenance.
- Provide technical expertise and legacy knowledge to NOC analysts and Field Services Techs.
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