What are the responsibilities and job description for the Service Assurance/Change Coordinator position at Northwest Open Access Network?
NoaNet is a non-profit mutual corporation providing wholesale telecommunications transport and is headquartered in Spokane, Washington. For over 20 years, it has operated a reliable public open-access broadband communication network totaling over 3,300 fiber miles that provides rural areas access to broadband services, supporting last-mile providers that serve more than 260,000 customers. NoaNet’s members are nine public utility districts and a joint operating agency that have served wholesale customers in Washington State since 2000. Learn more about NoaNet at https://noanet.net/.
Career Overview
The Service Assurance/Change Coordinator is accountable for overseeing all administrative aspects of maintenance and change management. This role necessitates a robust foundation in network architecture and equipment. Moreover, effective communication skills, both spoken and written, are imperative for interacting with internal teams, service providers, and customers.
The Service Assurance/Change Coordinator is also accountable for maintaining our in-band monitoring (Y.1731) and proactively resolving SLA compliance issues.
Responsibilities
•Coordinate and integrate Change Management activities and processes, including communications to key stakeholders and specialists, into a project plan that will be followed.
•Reviews MOPs from Engineering for accuracy and conformance to NoaNet Policies and Procedures
•Track, communicate, coordinate, and report on processes specifically around planned maintenance.
•Assess the change impact and complete an assessment using risk mitigation tactics.
•Support organizational design and definition of roles and responsibilities. Assist in data collection and analysis.
•Determines circuits affected and impacted customers of all network maintenance; sends out all customer notifications prior to implementation.
•Participate in the company’s Sales to Cash process by accessing network impact with disconnect orders and change orders.
•Assists with determining available reroutes when incidents occur.
•Understand and apply a structured methodology to change management activities.
•Analyze process needs, requirements, work habits, and network conditions that would merit changing established processes.
•Work well within multiple business units throughout the company and management.
•Reports and metrics as they relate to data related to outages.
•Work well with all levels of the business and resolve conflict.
•Actively seek out information from other teams to effectively build plans at a tactical and strategic level.
•Prioritize, multi-task, and meet deadlines, take the initiative and work independently in a very fast paced environment.
•Perform QA on network parameters.
•Responsible for Weekly/Monthly/Quarterly/Annual Contractual Reporting.
•Responsible for maintaining and configuring in-band monitoring (Y.1731).
•Actively monitor circuits with SLA for any degradation.
•Actively investigate and troubleshoot SLA-related compliance issues.
•Other duties assigned.
Education, Training, Knowledge, Skills, and Qualifications
•Five or more years of experience working in a network environment.
•Experience supporting the development and improvement of processes and procedures.
•Knowledge of broadband network infrastructure including equipment and fiber.
•Experience with change management procedures and processes.
•Strong verbal and written communication skills.
•Networking related certification is preferred.
•Computer experience including utilizing various network management, monitoring systems, and administrative systems.
•Ability to read network drawings and maps.
•Ability to work in a dynamic and fast paced technical environment and remain focused on the customer’s experience.
Availability and Travel Requirements
•Ability to perform work as scheduled at night or early morning
•Available for On-call 24/7/365 - network outages and priority projects (excludes scheduled PTO)
•Travel requirement up to 25%
Other Requirements
•Must have a current, state-issued driver’s license.
•Must pass a background check.
•Be able to pass a drug test.
•Meet physical requirements. Reasonable accommodations will be made to enable individuals with disabilities to perform the duties required.
o Regularly sit, reach with hands and arms, and talk and hear. o Frequently stand, walk, and stoop, kneel, crouch or crawl.
o Regularly lift and move up to 10 lb., frequently lift and move up to 20 lb., and occasionally lift and move up to 50 lb.
o Use close vision, distance vision, color vision, peripheral vision, depth perception, and have ability to adjust focus.
Location
• Network Operations Center, Spokane, WA
Salary/Benefits
•Wage will depend on experience.
•Excellent benefits including retirement, health insurance, and combined leave.
•This is a regular, full-time, non-exempt hourly position.
•Hours are Monday-Friday, 8am - 5pm.
Salary : $28