SR LEAD OPERATIONS ANALYST
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
The Senior Lead Operations Analyst is a key member of the Ops Transformation Mobility team dedicated to creating and supporting a consolidated mobile application which transverses Mass Markets and Enterprise technician workflow management, network testing, time management, and customer billing performed by the technician and management teams for Field and Enterprise Operations teams. This individual will be responsible to develop and manage the integration of Mass Markets and Enterprise Mobile applications.
The Main Responsibilities
- Work with development resources to design a common mobility platform to deliver functionality, while building the future vision of an organized and rapid-delivery model for expansion and growth which simplifies and standardizes the user experience across all regions and organizations
- Integrate vital Job closeout, time charging, and scheduling management functionality into a single mobile application which transverses all dispatch/time charging systems and standardizes the user experience across all regions
- Integrate a standardized data driven system for technician and supervisor management of workflows and tasks related to Enterprise and Mass Markets customer segments
- Define system and process requirements related to automation of manual tasks, prevention of unnecessary task activities, management of schedules, testing network components and providing feedback to back-office support teams and Engineering
- Define and implement process and system requirements related inventory management of customer supporting network equipment
- Integrate network activation processes into the Mobile Application
- Integrate job closeout flows to provide detailed information back to upstream systems.
- Represent the Mobility team in major projects related to companywide initiatives which impact users of supported mobile applications
- Develop and manage the roadmap for functionality integration with respect to IT hours and budget
- Coordinate with IT, Process Team and Field Operations, and Enterprise Operations for on E2E release management (development, UAT, Pilot & Production deployment) as well as manage the roadmap for functionality integration with respect to IT hours and budget
- Support comprehensive business case development that detail the cost / benefit analysis of proposed transformation initiatives to help drive product and program strategy
- Develop operational proposals detailing end-to-end solutioning, including but not limited to financial analysis, flow diagrams, end user experience wireframes, and process highlights
- Stay current with industry trends and third-party vendors for prospective solutions to business challenges
- Provide clear and concise project updates at the client and Leadership levels as well as coordinate trials and first office applications with the Field Operations Support teams to drive solution acceptance and adoption
What We Look For in a Candidate
- Expert Knowledge of Field Technician Equipment, Applications/Mobility, Tools, and Processes
- Expert Knowledge of Communication Tools, Info Link, Hot Reads, Tech2go Alerts, Paging/Texting.
- Minimum 4 years as an Operations Field Technician or Central Office Technician
- Minimum 5 years as an SRO
- Minimum 5 years as Field Operations Manager/ Staff Support
- Expert Knowledge of Agile Tools (JIRA) and ability to input, pull reports and interpret data. Present and explain changes, and define requirements
- Strong Knowledge of SAFE Agile software development methodologies
- Bachelor’s degree in Engineering, Business or related field or the equivalent in experience.
- Strong analytical, reporting, communicating skills.
- Excellent written and oral communications skills, ability to write executive-level communications that are concise, articulate, and professional
- Ability to work odd hours during software release events and other crucial off-hours testing periods
- Working knowledge of graphical design tools to support software development ideation and user interface design
- Ability to identify business challenges and provide operationally acceptable solutions
- Highly organized and professional, with the ability to prioritize and manage multiple tasks simultaneously
- Additional knowledge of the following:
- Tech2go, M2go (StraViso product suite)
- CRIS & Ensemble ordering systems
- CLICK, WFADO, Salesforce Dispatch systems
What to Expect Next
Requisition #: 322165
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
85230
189360
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Salary Range
85230
189360