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Company: CenturyLink
Location: Broomfield
Posted on: April 15, 2019

Job Description:

Employer (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. Employer offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit Employer for more information. -- Job Summary The Sr Systems Software Support Engineer is responsible for the support of the Flowthrough of all activation activity via the SAO (Service Activation Orchestration) process. Job Description Associated Applications - The primary application is SAO. Being an "orchestration" application there are many associated apps in the Flowthrough process. Individuals assigned to this role must understand the many workflow combinations and quickly identify the source of the issue. Associated applications include ACT, ASRI, CPO, EWM, Incognito, NEO, NMSIS, SEO, SAS, SWIFT, SPLICE, PDT, VPN Inventory and WorkVu. Trouble Tickets - Work active trouble tickets using the ServiceNow ticketing system. Will need to understand opening and closing tickets and how to associate tickets to PRB's (Problem Tickets). Queues, Groups and Owners - Understand the groups that are associated with the SAO application both, upstream in ordering and provisioning, and in other activation development teams. Know who the "Go To" contacts are for each as well as their manager. Multi-team support - Be the "Go To" person within the support team to help other teams with the reconciliation of their tickets. Metrics and KPI's - Understand and drive toward exceeding set goals including but not limited to reduction in backlog, Flowthrough/fallout targets, closure Rate and MTTC (mean time to closure) Status - Provide status to users and managers via the ticketing system. Additionally, on VP level escalated issues, regular email communication addressing the progress being made is required. In many cases the customer support team is in direct contact with the end user and must keep them informed. Lead Ticket Reduction Activity - In conjunction with our "Closed Loop" process, ensure that all trouble tickets being closed are associated with a PRB. Then, use the data to help the development team isolate specific issues within their application where code fixes can be completed, ultimately leading to a reduction in the number of trouble tickets created. Communication - Teach and educate users, peers, and other groups on how items are processed through the system. Document processes and communicate them as needed to reduce the number of recurring issues due to a lack of understanding. Share learned knowledge with coworkers. Reports and proactive duties - Run application reports to look for issues with in-flight orders that are likely to end up generating trouble tickets. Create internal tickets on such items to track our work and resolve. Look for opportunities to resolve in bulk, via scripts or other methods. Create PRB to document multiple issues of the same type so they can be addressed by the development team. Database Management - Work within multiple databases to make correction to, or add missing data as needed to permit process flow. Prioritization - Work tickets in a prioritized manner. Qualifications Minimum Qualifications Bachelor/Master's degree in IT, Process Engineering or equivalent experience Solid understanding of activation processes and/or order Flowthrough Ability to consult across multiple individuals, teams and organizations Strong communication skills - Must have the ability to communicate in a clear and precise manner via ticket messages, emails, telephone conversations and conference calls. Willingness to take ownership of the work at hand with little supervision required. Must exhibit a strong sense of urgency and be focused on the needs of the customer Able to handle stress in a high volume, fast paced environment. Preferred Qualifications Prior experience with ServiceNow Trouble Ticket management system Knowledge of SAO processes and application interaction Education Bachelors or Equivalent Masters or Equivalent Alternate Location: US-Colorado-Broomfield; US-Colorado-Littleton Requisition # : 211539 This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at -- 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.

Keywords: CenturyLink, Broomfield , SR SYSTEM SOFTWARE SUPPORT ENGINEER, IT / Software / Systems , Broomfield, Colorado

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