Change Management Coordinator Jobs

Position: Change Management Coordinator

Location: Remote

Term: 6 months

Day-to-Day Responsibilities:

• Create Special Handling requests.
• Make calls to dark fiber customers at the completion of planned maintenance.
• Creating vendor-planned maintenance in systems utilized by Change Management.
• Adheres to all internal processes to ensure the information is captured and that the workflow is executed accurately and within outlined service-level objectives.
• Manage workload and Vendor e-mails received.
• Provide planned maintenance status updates and completions to our customers in a timely fashion.
• Ensures customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios.
• Responsible for understanding impacts associated with a given conflict for our customers.
• Responsible for communicating non-proprietary information to clients.
• Receive customer calls internal and external for Network Maintenance Inquiries.
• Generate impacts of affected objects.
• Responding to Special Handling requests before, during, and after the planned maintenance.
• Postpone modify or cancel requests received from requestor group/vendor.
• Validating impacts.
• Process Network Maintenance Inquiries to resolution, usually within 24 hours.
• Scheduling Network planned maintenance.
• Working off an assigned workload.

Is it a good fit? (Requirements):

• Excellent verbal and written communication skills. Ability to deliver difficult messages in a clear, concise, and empathetic manner, ability to convey a sense of urgency in written communications.
• Manages competing tasks simultaneously, possibly with frequent interruptions.
• High School Diploma or GED or relevant job experience.
• Must be willing and able to work any shift which could include days, evenings, nights, and weekends.
• Ability to perform under emergency conditions.
• Work experience in a customer service role.
• Ability to communicate courteously and professionally with outside contacts and other employees, including various levels of staff and management.
• Strong analytical and organizational skills.
• Ability to prioritize with good time management skills.
• Ability to establish and maintain excellent customer & team relationships.
• Must be punctual and possess an exceptional work ethic.
• Excellent written and verbal communication skills.
• Goal and detail-oriented.
• Sound ability to effectively manage conflict in stressful situations.
• Attention to detail with good organizational capabilities.
• Ability to effectively manage an issue from inception to closure and work extremely well in a supportive, team environment.
• Self-motivated and able to work with minimal supervision.
• Must be capable of learning and supporting technical aspects of products and services including transport, IP, and voice.
• Ability to use effective approaches for choosing a course of action or reaching valid conclusions.