CenturyLink Change Management Specialist II in NORCROSS, Georgia
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.
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
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
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.