What are the responsibilities and job description for the Connectivity Specialist, Service Delivery position at 11 11 Systems?
Connectivity Specialist, Service Delivery
The Role:
11:11 Systems is looking for an energetic Connectivity Specialist, Service Delivery to help guarantee a positive on-boarding and implementation experience for 11:11 Systems clients. This is a remote full-time position, reporting to the Connectivity Manager, Service Delivery.
What You’ll Do:
- Coordinate and manage the deployments of multiple, simultaneous large- and small-scale Connectivity projects, onboarding Customers into 11:11’s Network and Infrastructure.
- Work directly with Customers as well as various internal and external teams including, but not limited to: Carrier Providers, Network Deployment Engineers, Remote Hands vendors, Project Managers, and Data Center Operations teams.
- Schedule and coordinate the completion of each individual component of projects, ensuring milestones, products, and timelines are successfully implemented and met, and successful customer experiences and outcomes are achieved.
- Coordinate, implement, and manage MACD (Move, Add, Change, Disconnect) order requests and provide excellent customer service in responding to, and directing customers' “general” questions (i.e. Repair, Billing, etc.) to the appropriate 11:11 departments.
- Utilize internal and external systems and resources to ensure accurate records are kept, stakeholders are kept up to date, and overall projects are kept on track for accurate and timely completion.
- Proactively keep regular and consistent communication with customers, by email and/or phone.
- Follow 11:11 Systems standard practices and apply good common sense to each deployment utilizing the appropriate tools for each scope of work.
- Handle administrative tasks as necessary.
- Foster communication and transparency amongst all teams involved in the delivery of projects, including customers.
- Contribute to the continuous improvement of delivery processes by offering feedback and suggestions on how to better deliver positive customer outcomes.
- Work supportively with colleagues, vendors, and partners operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values.
- Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures, and policies.
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
- Additional duties as assigned.
Who You Are & What You’ll Bring:
- Bachelor’s degree and 2 years of related work experience – or, 4 years of related work experience required.
- 2 years of demonstrated experience leading project teams.
- Comprehensive knowledge of Telecommunications, Data Network Services, Data Center operations, & Circuit Implementation.
- Experience with the following is preferred but not required:
- ServiceNow
- SharePoint
- JIRA
- Remote Hands coordination
- ISP/OSP Construction
- AWS and/or other Public or Private Cloud providers
- Strong relationship-development skills resulting in long term mutually beneficial client relationships.
- Ability to work in a time-sensitive and high-volume environment coordinating with multiple internal departments, clients, vendors, and partners, sometimes requiring work to be done outside of normal business hours.
- Self-motivated; able to work both independently to complete tasks and respond to department requests, as well as collaborating with others to utilize resources and knowledge of others in identifying quality solutions.
- Excellent communicator (English language speaking and writing), high energy, positive attitude, aptitude for professional growth.
- Excellent organizational, planning, and multi-tasking skills; attention to detail is key.
- Motivated for success, and capable of handling multiple projects of various sizes simultaneously.
- Must be legally eligible to work in assigned country without visa sponsorship.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
Benefits:
- 401k Plan with Company Match
- Healthcare, vision and dental Insurance Plan
- Life Insurance
- Short-Term Disability Insurance
- Long-Term Disability Insurance
- Paid Vacation & Holidays
- Leaves – primary care and new parent leave, maternity leave
- Wellness Program
