Communication Services Analyst

Job Title: Communication Services Analyst

Department/Group: Raymond James (RJ)

Reports to: Manager IAM and Risk Assurance Operations

Classification: Part-time (hourly) non-exempt 

Role 

The Communication Services Analyst supports communication service administration for Raymond James users by processing service requests, updating communication platform settings, troubleshooting basic telecommunication issues, and documenting completed work. 

Using established procedures and training, the Analyst works with tools such as Zoom, NICE Contact Center, Raymond James Box, and related communication technologies. This role is well suited for a dependable, detail-oriented individual who communicates professionally, delivers strong customer service, manages confidential information appropriately, and is eager to develop practical experience in communication services and technology support. 

Key Responsibilities 

• Process communication services access requests through ServiceNow using established procedures, security requirements, and service expectations. 

• Update user settings, configurations, and communication services within designated systems. 

• Document completed work, request details, and resolution steps accurately within ticketing and support systems. 

• Communicate professionally with users, teammates, and leadership through ticketing systems, email, chat, and other approved channels 

• Manage assigned work to meet service level objectives and support a positive customer experience. 

• Adhere to UMRF Ventures and Raymond James policies, procedures, and service standards. 

Competencies 

• Attention to detail and accuracy 

• Strong customer service and communication skills 

• Critical thinking and problem-solving ability 

• Ability to follow procedures and security requirements 

• Sound judgment and appropriate escalation of issues 

• Strong organization and time management skills 

• Ability to balance multiple priorities and deadlines 

• Interest in technology and cybersecurity 

• Willingness to learn and adapt in a dynamic environment 

• Experience with Microsoft 365 applications (Outlook, Teams, Word, and Excel) 

Qualifications and Education Requirements 

• Currently enrolled in a college or university 

• Able to work the established part-time schedule while maintaining academic commitments. 

• Coursework or interest in cybersecurity, information technology, computer science, business, management information systems, or a related field is helpful but not required. 

• Customer service, helpdesk, campus employment, volunteer, academic project, or team-based experience is preferred.