Regulated Voice Recording (RVR) Support Analyst I

We are seeking a Regulated Voice Recording (RVR) Support Analyst I to support day-to-day operational activities within a regulated communications recording environment. This position is ideal for candidates with experience in IT support, telecommunications operations, compliance support, or technical administration who are looking to grow within a highly regulated enterprise organization.

The RVR Support Analyst will assist with monitoring voice recording platforms, responding to user inquiries, documenting issues, tracking service requests, maintaining operational records, and supporting governance and compliance teams. This role is operational in nature and does not require engineering, architecture, development, or advanced platform administration experience., * Monitor regulated voice recording systems and escalate issues as needed.

• Review daily system health reports and identify recording gaps or abnormalities.

• Create, update, and manage tickets through ServiceNow or similar ticketing systems.

• Support user onboarding, offboarding, and access requests.

• Assist with validating recorded communications and performing basic quality checks.

• Maintain documentation, operational procedures, and knowledge base articles.

• Support audit and compliance teams by gathering requested documentation and records.

• Track incident resolution activities and follow up on outstanding action items.

• Generate operational reports and dashboards for internal stakeholders.

• Participate in recurring team meetings and provide status updates.

• Assist with retention, legal hold, and records management processes.

• Collaborate with infrastructure, telecom, compliance, and support teams to resolve issues.

• 1-3 years of experience in IT support, technical operations, telecommunications support, compliance support, or a related field.

• Experience creating and managing service tickets.

• Strong troubleshooting and problem-solving skills.

• Ability to follow documented procedures and operational processes.

• Strong written and verbal communication skills.

• Experience working in a fast-paced support environment.

• Proficiency with Microsoft Office Suite, especially Excel and Outlook.

• Ability to manage multiple tasks and priorities simultaneously. * Experience supporting voice recording, telecommunications, call center, or unified communications environments.

• Familiarity with NICE, Verint, Cisco, Genesys, or similar technologies.

• Experience with ServiceNow or other ITSM platforms.

• Basic understanding of compliance, audit, or records retention concepts.

• Exposure to financial services, banking, or other regulated industries.

• Associate’s or Bachelor’s degree in Information Technology, Business, Communications, or a related field.

This is fully remote or in Jersey City, NJ. This is offering 25-34/hr. This is a 6-month contract with strong chance of extensions or conversion.