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Change Management Specialist II - Broomfield, CO. - Littleton, CO. - Norcross, GA.

Company: Lumen
Location: Broomfield
Posted on: November 12, 2021

Job Description:

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 at news.lumen.com, LinkedIn: /lumentechnologies, Facebook: /lumentechnologies, and YouTube: /lumentechnologies.
The Role
Responsible for managing the communication to internal company teams, as well as external customers, for scheduled network maintenance activities.

The Main Responsibilities

  • Responsible for learning and processing more complex planned maintenances
  • Process Improvement orchestration
  • Training or supporting growth of the team in an ever-changing environment
  • 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
  • Adheres 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 clientsWhat We Look For in a Candidate
    • High School Diploma or equivalent. Customer Service experience preferred.
    • Possess leadership characteristics of integrity, accountability, empathy, aptitude for training and coaching peers. Is a transformation driver.
    • 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.
    • Ability to deliver difficult messages in a clear, concise, and empathetic manner, ability to convey a sense of urgency in written communications
    • Ability to perform under emergency conditions
    • Manages competing tasks simultaneously, possibly with frequent interruptions.
    • 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 relationshipsWhat to Expect Next
      Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

      Requisition #: 269099
      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.
      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 : 36450

      Salary Max : 81000

      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 here. 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. You can learn more by clicking here.
      Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

      Salary Range Salary Min : 36450

      Salary Max : 81000

      This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

Keywords: Lumen, Broomfield , Change Management Specialist II - Broomfield, CO. - Littleton, CO. - Norcross, GA., Executive , Broomfield, Colorado

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