What you’ll be doing...

ChangeManager Job Description

You will be primarily responsible for establishing a lifecycle relationship with a dedicated client base. After we install a wide range of technologies at a client, the Client Services team is responsible for ensuring customer satisfaction every day. As a Global Client Services Specialist, in this role you will provide Change Management support, respond to customer requests, process change requests, resolve service issues and implement action plans on a fast-paced, results-oriented change managementteam. You will be an instrumental part of Verizon supporting customer needs as you work to continually improve our service.

High Level responsibilities:

  • Accountability and responsibility to record, assess, categorize, prioritize, plan, evaluate, release and review all changes in a controlled and standard manner. Filter out and reject RFCs (request for change)which do not contain all information required foradvancement
  • Advising requestors from within the customer and VZ organization of the correct process of instigating an RFC
  • Reviewing RFCs for completeness and following up with the Change Requestor or Project Manager or Engineer as required
  • Presenting changes on CAB
  • Hosting change review calls with engineersand clients
  • Authorizingstandard (pre-approved changes) that do not require CAB review as required
  • Tracking the progress of RFCs through the process and ensuring that the RFC Tool contains the latest information possible on RFC status
  • Understand the full scope of Customer Change Management process and the value it delivers
  • Ensure Change Managementprocessesare adhered to
  • Analyse change records to determine any trends or apparent problems that occur and suggest improvements

You enjoy working in a fast-paced environment. You can skillfully defuse a situation, isolate the core issue and address the customer concerns. You have a knack for providing professional and clear answers to customer requests. You are energized by the challenge of identifying new opportunities. You enjoy being part of a team, working together to achieve goals while having independentresponsibilityowning and completing tasks end-to-end.

What we’re looking for...

You’ll need to have:

  • High school degree
  • 4-5 years of Service Management experience
  • Data analytics experience (minimum 1 year) & strong data reporting skills
  • Strong complex-problem solving skills
  • Excellent Level communication skills (Verbal & Written)
  • Advanced computer hardware and software skills, including Windows, word processing, spreadsheets, database software, presentation and & Internet navigation skills..
  • Proactive, responsible, confident and self-reliant person
  • Analytical mind with deductive reasoning and tolerance to ambiguity
  • A flexible and organized person
  • Multitask oriented

Even better if you have:

  • College experience or Bachelors Degree
  • Knowledge of ServiceNow
  • Experience in Ocean, GCM, ESP desired (Verizon tools)
  • ITIL Foundation certification, actively using ITIL knowledge to drive improvements to current processes and mitigate process issues
  • Advanced knowledge of key technologies (e.g. IP, LAN, WAN, Proxy, Firewall, S2S VPN, WLAN etc.)
  • Excellent communicator at all levels towards clients, co-workers and internal stakeholders

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.