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Job Information

CenturyLink Change Management Specialist II in NORCROSS, Georgia

About CenturyLink

CenturyLink (NYSE: CTL) 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.

The Role

Responsible for managing the communication to internal company teams, as well as external customers, for scheduled network maintenance activities.

The Main Responsibilities

Change Management Experience (Planned Network Maintenance)

We provide 7x24x365 support

  • Must be willing and able to work any shift which could include days, evenings, nights, weekends

  • Ability to process and document the life cycle of a network on-net and off-net planned maintenance

  • Process assigned workload within established SLAs, focusing on quality assurance

  • Work, update, and complete tasks via a ticketing system

  • Effectively communicate to keep internal and external customers updated on the status of tasks

  • Ability to manage phone calls (inbound/outbound), utilizing soft skills to communicate to customers

  • Vendor Management experience (working with 3rd party vendors)

  • Ability to communicate courteously and professionally with outside contacts and other employees, including various levels of staff and management

  • Excellent verbal and written communication skills

  • Goal and detail-oriented

  • Ability to perform under emergency conditions manages competing tasks simultaneously, possibly with frequent interruption

  • Self-motivated and able to work with minimal supervision.

  • Strong analytical and organizational skills

Knowledge, Skills or Abilities

  • Work experience in an administrative capacity, customer service, office procedures, file maintenance, and related knowledge is helpful

  • Good interpersonal, verbal, and written communication skills are critical

  • Familiarity with Microsoft Outlook, PowerPoint, Excel and Word

  • Demonstrate, attention to detail, organizational skills, and accountability

  • Basic knowledge of telecommunications, industry terminology and architecture is a plus

Essential Duties

  • Respond effectively to customer inquiries via email or phone. Ensure customer inquiries are documented and communicated to the appropriate support group. Provide meaningful customer updates as appropriate

  • Review scheduled network maintenance activity which have a direct impact to customer products and services

  • Responsible for notification of network maintenance activities. Processes notification to external and internal customers with attention to detail calling and out special circumstances. Ensures notifications contain meaningful, customer friendly, non-proprietary information

  • Interprets basic telecom information and understand steps required to produce a customer impact list

What We Look For in a Candidate

  • High School Diploma or equivalent. Associates degree or higher preferred

  • Project management or IT Network based certifications is a plus

Alternate Location: US-Colorado-Broomfield; US-Colorado-Littleton; US-Georgia-Norcross

Requisition #: 228636

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, 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.