Event Management Specialist III - Broomfield, CO. - Littleton, CO. - Tulsa, OK.

Company: Lumen
Location: Broomfield
Posted on: January 5, 2022

Job Description:

About LumenLumen 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, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.The RoleLumen is seeking experienced written communications specialist with project management, crisis management, and trainer experience. Must be self-motivated with some technical aptitude, project or incident management, and an interest in both written communications, customer experience, and training roles. The rolls and responsibilities of this team are rigorous and present many networking opportunities. In this position growth is inevitable and promoted regularly.Currently seeking evenings or overnight shift.9:00pm - 7:00am or Noon - 10:00pm (4x10 hours shifts)The Main ResponsibilitiesResponsible for command and control: Facilitating a technical audio or group chat bridge which includes gathering necessary repair agents into one communications forum to capture live-time triage efforts.Translates technical details and documents status of repair activities into customer-facing summaries for live time outages (Network Outages/Events or Scheduled Maintenances/Change Activities) and for post-incident root cause reporting reason for outage reports.Ensures customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios.Perform escalation management to ensure outage restoration is progressing at an expected pace.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 and impacts associated with a given outage and ensuring trouble tickets are opened and managed from incident start through closure, which includes impact correlation of different technologies or products which are down due to the same outage.Responsible for post-incident follow-up with necessary repair teams to ascertain critical information that was not available during the incident. Responsible for communicating conclusive non-proprietary information to clients.Responsible for on-time filing regulatory reports for FCC, regional, and local agencies.Transformation Responsibilities to include one or more of the following:Process ImprovementProject WorkUiPath or Automation CertificationsTraining or supporting growth of the team in an ever-changing environmentBCP ManagementUnderstands Critical Applications for Service AssuranceCollaborates with business partners such as IT, IOC, SA leadership to report on and drive resolution for critical application impact.Responsible for on-time filing regulatory reports for FCC, regional, and local agencies.The Main Responsibilities - Cont.Oversee regulatory reporting to prevent missesEnsure that the company works in compliance with regulatory requirements. Work closely with regulatory teams to understand the federal, state, and local requirements which may include participating in calls to clarify. Ensure that teams across repair, network operations, and events have the tools to be able to identify and report as required and execute on by meeting regulatory reporting obligations.Responsible for Quality Assurance by monitoring the teams communications live-time and provide coaching when direction is needed by individuals on the team.Solicits feedback from internal partners to identify potential growth opportunities in our day to day practices.Identifies training or coaching opportunities as well as process gaps and problem then works to solve them.Meeting facilitation or participation with team and internal partners across various organizationsOversee RFO and Event queue management (ANTS/NTM/Ops Console) to ensure service level objectives are being metFacilitates new hire onboarding and training programs.Support IT system releases via user acceptance testing and post release sanity testing and validationLeads by example with great attitude and integrity.Culture modelWhat We Look For in a CandidateEducation: Associates degree or 3 plus years of relevant job experience in a customer service roleThe applicant may be requested to submit a writing sampleExcellent written and verbal communication skills. Experience with customer serviceAbility to deliver difficult messages in a clear, concise, and empathetic mannerAbility to convey a sense of urgency in written communicationsAttention to detail with good organizational capabilities.Ability to prioritize with good time management skills.Sound ability to effectively manage conflict in stressful situationsMust 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 relationshipsExcellent persuasion skillsAbility to read, understand, and follow written processes.General understanding of business continuity and emergency response team processes.Understanding cross-organizational processes and relationships critical to the event management team.Highly motivated and driven to provide quality deliverables with the ability to adjust to multiple demands and shifting priorities.Build and maintain strong relationships with internal team as well as every team that the department interacts with, has a reliance on, or is reliant on the team.One year or more of on the job experience and a meets or exceeds expectations on all EMC I and II responsibilities for a full yearCustomer service experience Promotes compliance of all processes through model behavior.Strong analytical skills with the ability to observe team issues and turn those issues into updated processes or IT enhancements.What to Expect NextRequisition #: 271377EEO StatementWe 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.DisclaimerThe 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 RangeSalary Min :42120Salary Max :93840This 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 RangeSalary Min :42120Salary Max :93840This 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.

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