NBN Network Analyst

Job Description

Select how often (in days) to receive an alert: At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians. We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. The NBN Network Analyst provides customer service to Retail Service Providers (RSPs) across multiple products, including NBN, ULL, and wholesale services. This role involves managing service connections, service assurance, and major outage reports while ensuring compliance with Service Level Agreements. Operating on a rotating roster, the analyst handles inbound call centre activities and administrative/back-office queries, delivering high-quality support and service resolution. The day to day Act as the first point of contact for Optus Wholesale customers, providing expert support on relevant products, processes, and systems. Manage third-party and network/system outages, including fault validation, troubleshooting, and escalation to network providers. Monitor and proactively communicate escalated issues or trends affecting wholesale customers, ensuring timely resolutions. Educate Retail Service Providers (RSPs) on their capabilities, processes, and procedures to improve service efficiency. Maintain positive relationships with business partners, internal teams, and peers while ensuring service levels meet agreed SLAs. Coordinate ACMA complaints, supervise automation performance, and identify continuous improvement opportunities. Why you are our next Network Analyst Relevant qualifications in Telecommunications, IT, or a related field, with additional technical or coding background being advantageous. Extensive experience in customer service, operations, or technical support roles, demonstrating a solid ability to manage customer inquiries and provide solutions efficiently. Excellent written and verbal communication skills, with the ability to engage effectively with business partners, teammates, and customers to ensure positive outcomes. Ability to work autonomously, exercise good judgment, and take ownership of tasks while ensuring alignment with business goals. Strong problem-solving approach, with the ability to diagnose issues, identify solutions, and contribute to process improvements for better efficiency. Strong consultation skills, with the ability to build and maintain productive relationships with internal teams, external partners, and key business stakeholders. What’s in it for you? 3 days in the office, 2 days remote – with flexible hours to suit! Inclusive paid parental leave, up to 14 weeks for the primary care giver All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’ Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University) Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals. Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon! Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes! At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours. For more information on Diversity, Inclusion & Belonging at Optus, please visit #J-18808-Ljbffr