Telecom Network Administrator, OIT Communications Service Center: UTK

About the position This position is responsible for the administration, validation, and reporting of telecommunications expenses and related service data. The role reconciles carrier invoices against contracts, rates, and inventory; investigates billing discrepancies; initiates disputes and tracks credits; and supports timely payment processing with finance and procurement. It maintains and audits telecom databases, including circuit and line inventories, mobile device and plan records, cost center allocations, vendor profiles, and service histories, ensuring accurate records, consistent naming and assignment standards, and documentation for audits and renewals. The position produces recurring and ad hoc reports on spending, usage, chargebacks, and trends; assists with budgeting and forecasting; updates records and confirms effective dates for service changes; and works with vendors and internal IT and telecom teams to improve cost controls, workflows, and compliance. It also runs monthly billing cycles to recover costs. The position administers databases for the tele-management system, including customer billing, infrastructure and project inventories, 911/Public Safety, work orders, and service ticketing. It leads tele-management system upgrades, including patching and major revisions, and manages system functions supporting move, add, and change orders, inventory adjustments, and billing. It supports the OIT Business Office with departmental setups and billings, coordinates with MPC and KCEC on UT building addresses and their maintenance in the tele-management system and Intrado 911 application, supports Telephone Services customer service representatives, and provides contract management support. The role is in the OIT Communications Group, which is responsible for campus IT construction, with an emphasis on Layer 1 construction, network, audiovisual, and telephony activation and management. The work location is Knoxville, Tennessee, with a hybrid workplace arrangement.

Responsibilities

• Administer databases for the tele-management system, including customer billing, infrastructure inventory, project inventory, 911/Public Safety, work orders, and service ticketing.
• Lead tele-management system upgrades, including patching and major revisions.
• Manage system functions supporting move, add, and change orders, inventory adjustments, and billing.
• Reconcile carrier invoices against contracts, rates, and inventory; investigate billing discrepancies; initiate disputes and track credits.
• Support timely payment processing in coordination with finance and procurement.
• Maintain and audit telecom databases and ensure data integrity, consistent naming and assignment standards, and clear documentation.
• Run monthly billing cycles to recover costs.
• Generate recurring and ad hoc reports on spending, usage, chargebacks, and trends; assist with budgeting and forecasting.
• Update records and confirm effective dates for service moves, adds, and changes.
• Collaborate with vendors and internal IT and telecom teams to improve cost controls, workflows, and compliance with organizational policies.
• Support the OIT Business Office with departmental setups and billing, including new accounts and additional-service billing accounts.
• Coordinate with the Metropolitan Planning Commission and Knox County Emergency Communications on UT building addresses and maintain those addresses in the tele-management system and Intrado 911 application.
• Provide support to Telephone Services customer service representatives.
• Provide contract management support.

Requirements

• Bachelor's degree.
• Three years of database management experience with complex tele-management systems.
• Demonstrated quality leadership in the management of IT organizations and a strong background in large, multifaceted network operations.
• Ability to analyze business needs and provide supporting solutions.
• Ability to specify, plan, and manage projects.
• Ability to communicate effectively, orally and in writing, with administrative, academic, support, and other users.
• Ability to understand and clearly communicate technical issues, software specifications, and general network operations and security requirements to organizational members.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to read, analyze, and interpret common scientific and technical journals and documents.
• Ability to work in a multi-ethnic and multicultural environment.
• Legally authorized to work in the United States full-time without needing employment-based visa sponsorship now or in the future.

Nice-to-haves

• Six years managing a complete tele-management system.
• Subject matter expertise in telecom billing, infrastructure, public safety, reporting, work order processing, service workflow, and database management.
• Experience in a large, complex campus environment with communications systems spanning voice, wired and wireless networking, audiovisual, cellular, public safety, and commercial broadcast television services.
• Educational environment experience preferred.

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