About this roleYour role and impactAs a Unified Communications Operations Associate, you will provide advanced day-to-day support for global telephony, voice recording, and trading communication systems. You will coordinate telecommunications services across business teams, support office projects and maintenance activities, and help manage complex incidents and technology changes.
You will also lead initiatives that improve service delivery and team capabilities, while serving as a mentor who provides technical guidance, training, and support to colleagues.
Your responsibilitiesIn every role at BlackRock, you'll be expected to apply sound judgement and critical thinking to solve complex problems, adapt as the business evolves, and combine the curiosity to explore new approaches and technologies with the rigor to challenge the results. The scope of this role also includes the following responsibilities:
- Perform telecommunications administration and provide advanced support for incidents and service requests, coordinating resources to restore service within agreed service-level commitments.
- Conduct post-incident root-cause analysis and document findings through knowledge articles, operational guidance, and knowledge-sharing sessions.
- Plan, coordinate, and oversee telecommunications changes in accordance with change-management procedures, with a focus on managing risk and minimizing business disruption.
- Participate in an on-call support rotation and provide remote or onsite support outside regular business hours when operationally required.
- Partner with business teams, vendors, and technology stakeholders on office projects, system maintenance, and user acceptance testing, with occasional travel when required.
- Identify and lead service-improvement initiatives, developing effective solutions and coordinating resources, deliverables, and deadlines.
- Mentor team members by providing technical guidance, training, and support that strengthens team capability and service delivery.
Your experience- Demonstrated experience supporting telephony and voice services, including Cisco Control Hub, Webex Calling, and Cisco Internet Protocol (IP) telephone systems.
- Knowledge of contact-center, trading-floor voice, and voice-recording platforms, including Cisco Webex Contact Center, IPC turret systems, or Verint recording platforms, is preferred.
- Strong analytical and troubleshooting skills, with the ability to learn new technologies, adapt to changing priorities, and develop effective solutions in a dynamic environment.
- Experience supporting end users and collaborating with business teams, vendors, and telecommunications carriers to resolve complex service and circuit-related issues.
- Experience leading technology projects, supporting change-management activities, and mentoring or training team members.
- Proficiency with Microsoft Office applications and strong written and verbal communication skills, including the ability to present technical information clearly.
- Financial-services experience and a bachelor's or comparable technical degree are preferred; equivalent practical experience will also be considered.
For Princeton, NJ Only the salary range for this position is USD$95,000.00 - USD$127,500.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including healthcare, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.
Our benefitsTo help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
Our hybrid work modelBlackRock's hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person - aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
Guidance on AI use for candidatesAt BlackRock, AI has long been part of how we work - enhancing decision-making, improving operations, and helping us deliver better outcomes for clients. We encourage candidates to use AI thoughtfully to learn, prepare, and work more effectively; but during our interview process, we want to focus on getting to know you through your own experiences, thinking, and judgment. To support you, we've provided
guidance on when and how to use AI during our hiring process so you can approach each step with confidence and showcase your best self.
