CenturyLink Network Analyst II in Wake Forest, North Carolina
CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink 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 CenturyLink at http://www.centurylink.com/ for more information.
The Reporting Analyst reports to a manager in the MES department and provides monthly, weekly and on-demand reporting for the various customers in the center.
Provides support services to Managed Enterprise Services with respect to the voice/data managed services agreement.
Interfaces with various teams from ticket to closure to streamline communication.
Investigates issues that occur within the tickets and associated tasks to ensure that CenturyLink and its contractors work items are accurately reflected and current in the tickets.
Support Key Performance Indicator reporting and departmental reports.
Reviews reports for discrepancies and anomalies, engages management team as needed to address findings
Participates in pre-sales discovery, as needed.
Monitors and assigns customer cases entered in (MES) shared proprietary CRM system. Ensures Queue is properly managed so that case resolution occurs within SLA targets.
Provides assistance and may perform individual tasks related to project completion.
Assists in the administration of Cisco WCS (Wireless Control System).
Must be able to work well in a team environment for the successful completion of data and voice communication projects.
Assists with basic configuration of Cisco Call Manager and Avaya communications systems.
Assists with basic configuration of the Voicemail System.
Assists with basic configuration of the configuration of systems.
Creates and maintains documentation and reports as required managing ongoing remodel and/or new build projects for the (MES) voice/data network.
Post project related documentation to the SharePoint, unless assigned to a Project Manager
Provide notifications of Carrier proactive notifications to customers and stakeholder Reporting contact(s).
Establish process managing stock equipment dedicated to CenturyLink or the customer, order equipment from manufacturers (as needed), and order existing stocked equipment to job sites.
Provide equipment stock level reports to customer and/or department contact(s)
Must have an aptitude that lends toward development of key relationships with Managed Enterprise Services construction, project planning, billing, and new build groups.
Strong customer communication skills (oral and written)
Goal oriented with a good understanding of team building
Entry level hands on experience with the following:
Cisco Call Manager and Avaya Call Management System
Cisco WCS (Wireless Control System)
Ticketing Systems (e.g. Remedy)
Oracle E-Business Suite
Proficient PC skills in office applications, especially Microsoft Excel
Associate degree in related field or equivalent work experience
Valid Driver's License and satisfactory driving record
Experience with project management.
Proven analytical and problem-solving abilities.
Highly self motivated and directed.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, and collaborative environment.
Alternate Location: US-North Carolina-Wake Forest
Requisition # : 194634
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
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.