What you’ll be doing...

The technically slanted Support Model Design and Quality Assurance Project Management role is an integral part of the Digital Enablement, Collaboration, and Customer Experience team within the Professional Services organization at Verizon Enterprise Solutions. This lifecycle service delivery liaison position will support various products, platforms and customers at an overall Program Management level, including our existing Managed Mobility Suite, WiFi for Business etc., as well as be responsible for the integration of new products that are identified in the future for incubation into our support portfolio. This role requires serving as both a configuration specialist, and as the custodian of our VES ServiceNow software platform in support of several international and domestically mandated security initiatives i.e. GDPR and CCPA.

You will conduct ongoing Support Model design improvement assessments of our established service delivery programs, and support the deployment of design changes across the existing product spectrum. For new incubation products that are identified to be integrated into our service delivery platform you will evaluate and design new Support Models, and follow that up with by project managing the integration phase utilizing established protocols. This role serves an integral operational bridge between the VMSSD Tier 2, any advanced support roles i.e. Tier 3 Engineering and Steady State team stakeholders as well as various levels of management. Outside of the primary area of Support Model design and Quality Assurance oversight support, you will continue to grow your product knowledge of our existing suite to drive ongoing service improvement initiatives.

  • Proactively monitor the support traffic of our existing products to highlight and isolate improvement initiatives.
  • Design reports and pull appropriately constructive metrics to substantiate Support Model trends.
  • Create flowcharts of new Support Model using existing examples as a template.
  • Manage a global Quality Assurance & Escalation Day 2 support route queue to drive process improvement, and/or remediate customer satisfaction issues.
  • Participate in all Roadmap activities to stay abreast and identify any potential Support Model impacts.
  • Identify when it is necessary to step into the critical path of an issue to defuse a potential customer satisfaction issue.
  • Maintain a hierarchical understanding of the various Support Model in play to ensure equitable workload balancing.
  • Routinely engage with external customers, Verizon affiliates, as well as internal teams to ensure the best possible overall customer support experience.
  • Work closely with Service Desk leads to drive the necessary Service Model process procedural changes.
  • Develop Training Curriculums and host customer facing educational sessions.
  • Document operational processes for deployment by the Service Desk as part of our overall Change Management program.

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
  • Four or more years of supporting IT centric products.
  • Project Management experience.
  • ServiceNow SysAdmin experience (ITSM or CSM).
  • Knowledge of standard Service Desk operations.

Even better if you have:

  • A degree.
  • PMI/PMP/Business Master’s in Project Management.
  • ITIL Certification.
  • Ability to be a competent Customer Facing resource.
  • Ability to independently make critical decisions and deploying.
  • Ability to take on new work assignments often with varied technical and customer support responsibilities.
  • Excellent corporate customer service experience.
  • Advanced Microsoft tools experience using MS Excel, and Visio.
  • Microsoft tools experience using MS PowerPoint & Word.
  • Self-starter, Flexible, Team player working remotely with little supervision
  • Sense of urgency in a fast paced environment.
  • Ability to learn new products and services.

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.