Lead Specialist - Account Services

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Sr Analyst-Prog & Proj Mgmt, Sr Eng Spec-Tech Proj Mgmt, Lead Spec-Account Services

What you'll be doing... This position will be supporting the Commonwealth of Massachusetts (COMA) and its Health and Human Services division (EoHHS), under the Commonwealth's "COMA ITT72" statewide contract.

This position will be a dedicated service program manager that will be responsible for all service management tasks for COMA and EoHHS, including Billing / Fiscal governance, Problem Management, Change Management, and Asset Management.

This position requires 3+ years knowledge and experience with Public Sector customer service management and wireline telecommunications operations.

Verizon Wireline specific experience or COMA telecom service management experience is preferred but not required.

Things you will be doing :

Provides post-sales, lifecycle relationship and support and / or analytical support to assist in solving a wide range of issues or problems of varying complexity.

Performs analysis of issues or problems impacting the customer / client.

Periodically, makes recommendations that aid in the successful completion of projects within a product or functional area often after conferring with supervisor / manager.

Monitors defined KPIs across several technologies and implements action plans when metrics fall below agreed KPIs.

Provide financial support relative to contractual commitments and SLA's, including billing account strategy, setup and optimization.

Drives projects / tasks involving internal / external organizations to a successful and timely conclusion to meet customer and departmental objectives.

Monitor or track project milestones and deliverables.

Assess current or future customer needs and priorities by communicating directly with internal / external customers, conducting surveys, or other methods.

Communicating with and providing information to core team members, supervisors and peers by telephone, in written form, e-mail, or in person.

Confer with project team members to identify and resolve problems.

Coordinating the work and activities of others - Getting members of a group to work together to accomplish tasks.

Problem Management

Problem Management : Develop and maintain the Problem Management Database to include the below :

Record, manage and escalate service problems, as appropriate.

Analyze historical data to identify and eliminate potential incidents before they occur.

Identifying underlying causes and preventing recurrences.

Perform and provide to Customer root cause analysis to identify the source of a problem and implement actions to eliminate the cause.

Perform trend analysis on the volume, nature and source of problems in order to identify areas for improvement.

Provide in-depth analysis of problems together with recommendations for preventative measures.

Identify scope of a problem and provide operational and technical assistance to remedy the problem.

Categorize and document relative importance of each problem, per agreed definitions.

Make recommendations and implement corrective actions to fix root causes.

Work proactively to identify and associate common faults and to determine their underlying cause.

Work to ensure all service improvement actions requiring Network changes follow agreed Change and Release Management Process, validate the problem resolution and corrective actions are sufficient to work to ensure the root cause does not reoccur.

Change Management

Oversee all Verizon Changes related to the Customer and ensure they are documented and communicated per the agreed process. This includes T&M.

Specify process flow of change requests, validation, and approval - specific for non-standard changes, and coordinate with NOC and standard MACD process through the Portal.

Participates in Customer Change Control meeting and engage in approval processes.

Manage integration of Customer Change Management Process to Verizon Change Management Process.

Monitor the quality of the change management process and intervene to correct and improve it, as needed.

Communicate changes using the agreed to Change Management Processes.

Asset Management

Customers can request the Technical Program Manager to provide assistance in accessing the below information if not readily available from other Verizon databases.

CPE Inventory - Keep complete inventory of all premise based products, current hardware and software levels and track product support life cycle for technology refresh planning.

CPE Maintenance Inventory - Document all 3rd party CPE maintenance contracts to include : Product description; Contract ID#'s;

Term duration (start / end); Level of coverage; date to provide renewal price quotes (Customer input needed based on budget cycles).

Work internally with quoting team to prepare for Customer maintenance contract renewals

MUST HAVE SKILLS : Must have good customer speaking / relationship skills and strong knowledge of Excel, and other Microsoft systems.

Must have prior telecommunications industry experience related to billing, compliance, reporting, or program management.

3+ years of client-facing service management or network / operations experience, preferably within the public sector telecom segment.

What you will need to have :

• Bachelor's degree or four or more years of work experience.
• Three or more years of relevant work experience.
• Extensive knowledge of telecommunications systems and processes
• Good customer speaking / relationship skills and strong knowledge of Excel, and other Microsoft systems.

Even better if you have :

• Masters degree.
• Strong core networks - Internet and MPLS, WAN Optimization.
• Documentation skills : Visio, G-Suite, Jive, MS Office suite.
• Prior Public Sector Service Management / Customer Operations experience
• Prior Verizon Wireline Operations / Customer Service experience
• Strong Knowledge of TDM and IP Networking and Voice systems (Ethernet, Centrex, POTS, VOIP, DIA, UC)

Where you'll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

Equal Employment Opportunity

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We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.