Unified Communications Operations, Associate - Princeton

About this role

Your team

BlackRock’s Unified Communications (UC) Operations team plays a key role in keeping our people and offices connected. The team manages collaboration applications globally, including provisioning, incident resolution, monitoring, and vendor management.

UC Operations is part of BlackRock’s Technology & Operations organization, which is responsible for the end-to-end management of BlackRock’s operating and technology platforms. The organization provides services that support the product and trade lifecycle and enhance client and employee experiences, with a focus on operational excellence and risk management.

Your role and impact

As 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 responsibilities

In 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.

Our benefits

To 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 model

BlackRock’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 candidates

At 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.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

To learn more about BlackRock, please visit Careers.BlackRock.com. We also encourage you to get to know us on LinkedIn, Instagram, YouTube, X, and TikTok.

BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEOC’s Know Your Rights poster and its supplement and the pay transparency statement.

BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email Disability.Assistance@blackrock.com. All requests are treated in line with our privacy policy.