What you’ll be doing...

You will be responsible for identifying and mitigating customer experience issues, billing impacts, conditions that cause IT system degradation, fraud, legal, and regulatory control gaps. You will work on minimizing business and customer impacts, driving error-free services and product/pricing/promotion/device launches, and supporting service life-cycles through a risk based approach.

Testing and Analysis

  • Ensure complete testing for coding changes impacting customer facing systems and/or pricing reference data changes. UAT and Production testing.
  • Assess system and customer experience risk impacts associated with each change and determine appropriate level of focus.
  • Determine appropriate priority of focus based on risk assessment and workload balance.
  • Maintain strong working relationships with other organizations that are both internal (Network, IT, Marketing, Product Marketing, Finance, Device Marketing, Device Technology, etc.) and external (device OEM, Solution Partners, etc.)
  • Support business initiatives that impact our front end systems by providing ad hoc analytical, operational, testing, or technical support.
  • Design, implement, and execute specific tests to ensure the integrity of various billing flows.
  • Document test results, defects, and projects utilizing designated team tools.
  • Engage internal stakeholders to refine and improve requirements for both new and existing projects. Create or identify system reference training tools to improve testing functions.
  • Protect proprietary and confidential information.
  • Improve the customer experience and advocate for our shareholders by personifying the Verizon credo.

Project Support

  • Act as team lead for Revenue Assurance on projects related to front end IT system testing, pricing reference data testing, devices and other projects of varying degrees of complexity and scale; validate that the experience matches to billing output or customer experience.
  • Represent Testing Operations as the technical subject matter expert on cross-functional implementation teams and provide related Testing Operations requirements.
  • Analyze the system, process and organizational impact of change requests and quantify potential or actual dollar impacts; ensure key stakeholders are aware and make recommendations based on this analysis.
  • Represent Verizon and Revenue Assurance across functional groups to resolve complex issues to ensure compliance, profitability, revenue stream protection, and customer satisfaction.
  • Utilize the AGILE methodology in gauging and indicating team testing impacts.

Learning and Development

  • Continually broaden and strengthen knowledge of technology, tools, and systems.
  • Participate in cross-functional best practice discussions and identify opportunities to incorporate process changes that continue to improve efficiency and effectiveness.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Technical work experience.

Even better if you have:

  • BA or Advanced degree in related discipline such as Management, Information Systems, Business, Quality Assurance or Project Management.
  • Relevant certifications such as PMP, CAPM, PMI-ACP, CPA, CSM, CISA, VLSS.
  • Two or more years of experience with Business Analysis, Quality Assurance or Project management.
  • Four or more years of relevant wireless industry experience.
  • Proven experience solving critical problems in an effective and expedient manner.
  • Technical and business competency to understand the comprehensive impact of issues identified.
  • Revenue Assurance experience.
  • Knowledge of Agile project and testing methodology.
  • VISION billing experience.
  • Working knowledge of wireless consumer, small medium business, enterprise and government products and services.
  • Two or more years of wireless customer facing systems experience, such as ACSS, POS, .COM, Vision, MARS.
  • Flexibility to work non-standard hours (nights, weekends or holidays) as necessary.
  • Minimal to moderate SQL knowledge.
  • Demonstrated ability to design and execute complex test cases and scenarios that mimic real life as well as unique outliers that will impact the revenue stream.
  • Experience driving process and operational efficiencies and improvements to completion.
  • Ability to work well independently in a dynamic, fast paced environment.
  • Creativity and flexibility in managing multiple simultaneous projects and issues.
  • Demonstrated time management and prioritization skills.
  • Team oriented mindset to proactively notify others of direct/indirect issues that may impact their processes.
  • Ability to anticipate issues based on analysis and experience.
  • Excellent interpersonal and communication skills (verbal and written).
  • High sense of urgency.
  • Strong attention to detail.
  • Desire to learn, and an ability to assimilate new information.
  • Ability to prioritize and raise awareness to potential issues or concerns to management quickly.
  • Experience working effectively in an environment that fosters collaboration and communication of ideas and approaches to problem solving.
  • Willingness and ability to travel as needed.