CenturyLink CUSTOMER SOLUTIONS DESIGNER II in BROOMFIELD, Colorado
CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
Customer facing position reponsible for technical data gathering to esablish the most effective design and configuring service on the network.
Essential Job Duties
•Provides complex conceptual and tactical solutions to customers networking requirements.
•Optimizes existing designs by demonstrating good judgment in selecting methods and techniques for obtaining solutions.
•Provides timely written status updates in the ordering systems and sets appropriate jeopardy status and engages appropriate resources to overcome obstacles which impeding order progress.
•Reviews, complies to, and edits method of procedure and other engineering documents and templates.
•Manages a work queue of provisioning orders, meets metric performance for all tasks, and completes designs/configurations on-time and with accuracy.
•Participates and provides training and job shadowing support to peers through: OJT, classroom training, and job aides.
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.
•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.
•Work closely across business units to implement necessary process changes that solve problems for all CenturyLink customers.
•Demonstrate ability to process tasks as assigned for one or more CenturyLink IP product
•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
•Able to provision install, change and disconnect orders with a strong focus for quality and customer care.
•Other duties as assigned
•Providing escalation support for lower level techs
•Respond to more complex maintenance and troubleshooting requests
•Other duties as assigned
•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 CenturyLink products and services.
•Develop & write test use case scenarios
•Lead and Manage UAT across teams
•Act as SME for at least one Product and perform training and support for teammates
•Assoc degree or equivalent education and relevant experience.
•5-7 years related experience in specific area or equivalent.
•May require technical certification.
• Bachelor's Degree or equivalent experience in Operations, Technology or related field
• Experience in working in a fast-paced environment and dealing with ambiguity
Alternate Location: US-Arizona-Phoenix; US-Colorado-Broomfield; US-Colorado-Littleton; US-Oklahoma-Tulsa
Requisition # : 216274
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
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, 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.
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.