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About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
Responsible for supporting the delivery of requests for telecom services. Ensure requests are processed in a timely manner to meet SLA and customer expectations. Document all order activity and ensure data integrity in Lumen systems. Responsible for accurate and timely communication of order milestones to internal and externally facing teams – escalating as needed.
The Main Responsibilities
Essential Job Duties:
- Serve as organization’s SME in new product / process / IT enhancement efforts.
- Demonstrate ability to efficiently and accurately process and manage Access Service Requests for all Lumen products or access provider(s)
- Demonstrate a consistent, elevated level of performance as measured by SLAs, On Time Performance and quality standards
- Excel at managing the assigned queue using time management skills
- Identify and champion resolution for process issues. Work cross functionally to implement process changes.
- Provide input into appropriate training and documentation around provisioning processes.
- Develop & write UAT test use case scenarios, as needed.
- Provide top level escalation support for Leadership
Behavioral & Technical:
- Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
- Work closely across business units to implement necessary process changes that solve problems for all Lumen customers.
- Collaborative skills and use a team approach to accomplishing work.
- Verbal, written and interpersonal communication skills.
- Excellent negotiating and persuasive skills to lead teams through change.
- Ability to motivate others, use good teamwork skills, including development of interdepartmental relationships and the ability to make complex decisions.
- Provide technical expertise and skills as needed, also providing information for lower techs to complete tasks on their own.
- Demonstrate ability to process tasks as assigned for one or more Lumen voice
- Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work
- Process orders according to SLAs, On Time Performance and quality standards
- Manage the assigned queue using time management skills
- Escalate to a higher level as needed
- Providing escalation support for lower level techs
- Respond to more complex maintenance and troubleshooting requests
- Manage strategic planning across multiple teams/stakeholders
- Manage all requirement definition for new product/process builds working jointly with many different business units.
- Responsible for driving the business requirements throughout the development cycle.
- Analyze and diagnose root cause and execute solutions for order process issues to ensure timely problem resolution.
- Build, with stakeholders, appropriate training and documentation around provisioning processes.
- Facilitating extremely complex, diverse and/or technical product processing for Lumen products and services.
- Develop & write test use case scenarios
- Lead and Manage UAT across teams
- Manage strategic planning across multiple teams/stakeholders
What We Look For in a Candidate
Qualifications
- Assoc degree or equivalent education and relevant experience.
- 8 years related experience in specific area or equivalent.
- Experience in working in a fast-paced environment and dealing with ambiguity.
- Excellent communication skills (verbal and written)
- Project management experience
- Experience with 3rd party vendor ordering
Preferred Qualifications
- Bachelor's Degree or equivalent experience in Operations, Technology or related field
- Expertise of Lumen Provisioning Systems and Processes
What to Expect Next
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Requisition #: 330329
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
57060
126720
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
