Senior Operations Support Analyst

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

The Senior Analyst will be responsible for working Verizon’s non-pay suspensions, reactivations, and disconnections supporting the Enterprise and Wholesale segments. The Senior Analyst will be responsible for a high volume of suspensions, reactivations, and disconnections while ensuring customer experience is delivered through the quality of the suspension/reactivation and disconnection process. The Senior Analyst is responsible for working the non-pay suspension work lists.

• Reviews products for suspensions to determine which system(s) are needed to complete the suspensions of all products/service on accounts.
• Reviews sensitive accounts (i.e, e911, hospitals, etc) before taking down services.
• Performs all tasks required in the suspension, restoration, and the hard disconnect of services flagged in a nonpayment status with Verizon.
• Creates maintenance tickets.
• Accesses and maneuvers equipment remotely.
• Navigates VzB mainframe systems e.g. F&E, IXPlus, COMS, Netcom, Netcap, TCOMS, OBUS, etc.
• Employs scripts and macros.
• Accesses reports of pending work.
• Accesses and processes commands in telecom switches, Digital Access and Cross-connect Systems (DACS), Internet Routers, and other internal systems.

Where you'll be working...

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

What we’re looking for...

You’re customer focused and enjoy looking at issues through a consumer’s lens. Highly organized and detail oriented, you are able to independently analyze complex issues and make sound decisions. You’re goal oriented and you thrive in an environment where you are managing multiple projects in a fast-paced, changing environment. Since you’re highly analytical, you constantly come up with process improvements and are motivated by the impact you have on the business. You also enjoy collaborating with others and working in a team environment. Tailoring your written and verbal communications to the needs of your audience enables you to have an impact at all levels including user communities, and leadership.

You’ll need to have:

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

Even better if you have one or more of the following:

• Bachelor's degree in Accounting, Finance or Economics.
• Experience working in commercial collections.
• Customer Service Experience.
• Two or more years of telecommunications experience.
• Experience in Microsoft Office and/or Google Suite.
• Knowledge of MCI Credit and Collections systems.
• Knowledge of bandwidth and how it relates to each other.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.