IMPLEMENTATION TECHNICIAN III
Posted on: May 23, 2020
CenturyLink (NYSE: CTL) is the second largest U.S. communications
provider to global enterprise customers. With customers in more
than 60 countries and an intense focus on the customer experience,
CenturyLink strives to be the worlds best networking company by
solving customers increased demand for reliable and secure
connections. The company also serves as its customers trusted
partner, helping them manage increased network and IT complexity
and providing managed network and cyber security solutions that
help protect their business.
Responsible for supporting the delivery of requests for telecom
services. Ensure requests are processed in a timely manner to meet
SLA and customer expectations. Document all order activity and
ensure data integrity in CTL systems. Responsible for accurate and
timely communication of order milestones to internal and externally
facing teams - escalating as needed.The Main Responsibilities
Essential Job Duties
--- Demonstrate ability to efficiently and accurately process and
manage Access Service Requests for multiple CenturyLink products or
--- Demonstrate a consistent, elevated level of performance as
measured by SLAs, M&Ps / SOPs, On-Time Performance and quality
standards, and individual objectives
--- Excel at managing the assigned queue using time management
--- Excel at managing the assigned queue (could be an ACD call
queue where assigned) to maintain service level objectives.
--- Provide technical support for internal and external teams.
--- Identify and champion resolution for process issues. Work
cross-functionally to implement process changes.
--- Provide input into appropriate training and documentation
around departmental processes.
--- Participate in UATs as assigned.
--- Support special projects as assigned.
--- Perform other duties as assigned.
Behavioral & Technical:
---Develop and maintain close working relationships with key
stakeholders to understand evolving issues and requirements,
understand upstream and downstream implications and dependencies,
ensuring key solutions are executed and properly coordinated.
---Collaborative skills and use a team approach to accomplishing
---Verbal, written and interpersonal communication skills.
---Excellent negotiating and persuasive skills to lead teams
---Ability to motivate others, use good teamwork skills, including
development of interdepartmental relationships and the ability to
make complex decisions.
---Work closely across business units to implement necessary
process changes that solve problems for all CenturyLink
---Demonstrate ability to process tasks as assigned for one or more
CenturyLink voice product
---Use training, M&Ps and peer knowledge to demonstrate ability
to process tasks as assigned for incoming work
---Process orders according to SLAs, On Time Performance and
---Manage the assigned queue using time management skills
---Escalate to a higher level as needed
---Able to provision install, change and disconnect orders with a
strong focus for quality and customer care.
---Providing escalation support for lower level techs
---Respond to more complex maintenance and troubleshooting
---Manage all requirement definition for new product/process builds
working jointly with many different business units.
---Responsible for driving the business requirements throughout the
---Analyze and diagnose root cause and execute solutions for order
process issues to ensure timely problem resolution.
---Build, with stakeholders, appropriate training and documentation
around provisioning processes.
---Facilitating extremely complex, diverse and/or technical product
processing for CenturyLink products and services.
---Develop & write test use case scenarios
---Lead and Manage UAT across teamsWhat We Look For in a
---Assoc degree or equivalent education and relevant
---7-9 years related experience in specific area or equivalent.
---May require technical certification.
--- Bachelor's Degree or equivalent experience in Operations,
Technology or related field
--- Experience working in a fast-paced environment and dealing with
--- Project management experience
--- Familiarity of CTL Provisioning Systems and Processes
Alternate Location: US-Oklahoma-Tulsa
Requisition #: 223652
This job may require successful completion of an online assessment.
A brief description of the assessments can be viewed on our website
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.
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, Tulsa , IMPLEMENTATION TECHNICIAN III, Professions , Tulsa, Oklahoma
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