Change Management Specialist I Job at Lumen
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
The Role
A change management specialist provides notification of network maintenance activities and responds effectively to customer inquiries regarding scheduled maintenance under close supervision. Responsible for processing planned maintenance received from internal, third party vendors and contractors that will be service affecting the Lumen Network.
We provide 7x24x365 support. Must be willing and able to work any shift which could include days, evenings, nights, weekends.
The Main Responsibilities
- Creating vendor planned maintenances in systems utilized by Change Management
- Generate impacts of affected objects
- Validating impacts
- Scheduling Network planned maintenances
- Working off an assigned workload
- Postpone modify or cancel requests received from requestor group/vendor.
- Receive customer calls internal and external for Network Maintenance Inquiries
- Process Network Maintenance Inquiries to resolution. Usually within 24 hours
- Provide planned maintenance status updates and completions to our customers in a timely fashion
- Ensures customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios
- Manage workload and Vendor e-mails received
- Create Special Handling requests
- Make calls to dark fiber customers at the completion of a planned maintenance
- Responding to Special Handling requests before, during and after the planned maintenance
- Ads to all internal processes to ensure the information is captured and that the workflow is executed accurately and within outlined service level objectives
- Responsible for understanding impacts associated with a given conflict for our customers
- Responsible for communicating non-proprietary information to clients
What We Look For in a Candidate
- High School Diploma or GED or relevant job experience.
- Work experience in a customer service role.
- Excellent written and verbal communication skills.
- Must be willing and able to work any shift which could include days, evenings, nights, weekends
- 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. Ability to deliver difficult messages in a clear, concise, and empathetic manner, ability to convey a sense of urgency in written communications
- Goal and detail oriented.
- Ability to perform under emergency conditions
- Manages competing tasks simultaneously, possibly with frequent interruptions.
- Self-motivated and able to work with minimal supervision.
- Strong analytical and organizational skills.
- Attention to detail with good organizational capabilities.
- Ability to prioritize with good time management skills.
- Sound ability to effectively manage conflict in stressful situations
- Must be capable of learning and supporting technical aspects of products and services to include transport, IP, and voice.
- Ability to use effective approaches for choosing a course of action or reaching valid conclusions.
- Ability to effectively manage an issue from inception to closure and work extremely well in a supportive, team environment.
- Must be punctual and possess an exceptional work ethic.
- Ability to establish and maintain excellent customer & team relationships
What to Expect Next
Requisition #: 326204
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
Salary Min :
33300
Salary Max :
74400
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 . 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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Please Note :
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