Implementation Specialist

Implementation Specialist

The Implementation Specialist I, is responsible for ensuring correct disconnect workflow; from order entry, design validation, network inventory removal, vendor offnet requests, IP/transport configuration removals, resulting in improved SLAs, external and internal customer relations. The position will coordinate and work alongside front line technicians on disconnect orders and task completion, escalations, outage restoration and analysis. Supports multiple Lumen eco-systems, internal/external customer relations and complex research and data review.

Primary Responsibilities:

• Identify areas for improvement by analyzing processes, root cause(s) of escalations to assist in developing strategies and preventative solutions to reduce escalations and outage events within the disconnect department.
• Currently, demonstrates proficiency in one or more disconnect disciplines of completing work: order entry, off-net design/ASR requests, inventory removal and/or network configuration removal.
• Takes lead in special disconnect projects, has the ability to identify failure points, resolve independently or coordinate resources to execute resolutions and provide status updates at appropriate intervals.
• Ability to manage multiple escalations or projects simultaneously and thrive in high-pressure situations, ensuring timely and efficient delivery of results.
• Demonstrates understanding of disconnect workflow (order entry, design/offnet, IP/Transport), various apps/tools and processes to help efficiently manage and support customer requested disconnects and DCO (disconnect cost optimization) research.
• Participate and support UATs as needed to support disconnect transformation.
• Proactively identify and champion result(s) of disconnect process issues.
• Provides input into appropriate training and documentation around disconnection processes and/or new systems for Design and Offnet.
• Specializes in all Design and Offnet Vendor disconnect touchpoints, eco-systems and workflow management.
• Collaborate with teams and multiple departments to continuously improve functional areas through process and strategic development.
• Acts as a liaison between technical and non-technical key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.

Skills/Requirements/Qualifications:

• Education: Associate's degree or equivalent work experience in the field of business.
• Experience: Proven experience in performing inventory removal and Offnet Vendor requests.
• Analytical: Strong analytical and problem-solving skills.
• Technical skills: detail oriented to perform complex troubleshooting, disconnect design/offnet validation.
• Prioritization: Excellent ability to weigh and manage priorities.
• Leadership: Diplomacy, mentoring and leadership skills.
• Collaborative: Ability to work collaboratively with cross-functional teams as well as influence decision making.
• Motivation: Ability to motivate others; use of teamwork and relation building skills.
• Change Management: Ability to work in an ever-changing and fast-paced environment.
• Continuous Learning: Passion toward continuous learning and staying updated on industry best practices.
• Communication: Excellent oral and written communication skills at all levels within organization and to our external clients.
• Project Management: Takes lead on working projects and deadlines.
• Familiarity with Lumen Technologies de-provisioning systems and processes.
• SalesForce utilization and knowledge a plus.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.