Service Management Center Analyst (SMC Analyst) – Tier I

Confidential

Sandy Springs, Georgia, United States permanent

Posted: April 6, 2026

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Quick Summary

The Service Management Center Analyst (SMC Analyst) – Tier I is responsible for accurate incident management and customer communication, ensuring proper documentation, routing, and management of service events.

Required Skills

Customer Service Incident Management Severity Assessment Communication Escalation Change Management Ticket Creation Service Impact Analysis

Job Description

Job Title: Service Management Center Analyst (SMC Analyst) – Tier I

Department: Service Assurance

Reports To: Service Management Leadership

Position Summary

The Service Management Center (SMC) Analyst serves as the Tier I, customer-facing entry point

for all service-related inquiries and incidents. This role is responsible for accurate incident intake,

ticket creation, severity assessment, and customer communication, ensuring all service events are

properly documented, routed, and managed in alignment with SLA and MTTR objectives.

The SMC Analyst plays a critical role in delivering a high-quality customer experience while

supporting efficient incident response and resolution across the network

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