Provisioning Analyst - Full-time / Part-time

Join us as we create the world-class customer experience that sets us apart. Enhance lives with powerful technology and be part of the team that helps customers get the most out of our innovative products and services every day.

Responsibilities

The Provisioning Analyst provides support services for complex technical provisioning systems and applications. The Provisioning Analyst serves as a solutions expert as it pertains to provisioning functions.

Key Areas of Responsibilities:

• Provide escalated phone based support.
• Provide day to day provisioning support in resolving user/system issues to internal teams. Assist in troubleshooting difficult calls/E-mails/IssueTraks.
• Conduct regular evaluations of system processes to ensure that expectations of provisioning services are met.
• Validate reports in OBIEE through comparison with prior reports, other similar reports and deductive reasoning. Provide reports of services implementations, usage and terminations on a daily, weekly, monthly, quarterly and annual basis.
• Work with Wireless Supervisor to compile, analyze and reconcile data obtained from Wireless Providers with customer data and condense it into a comprehensive monthly report.
• Assist with installation and troubleshooting of wireless services provisioning and activations.
• Follow-up with Wireless Supervisor and Service Delivery Manager concerning client feedback and developing response back to client. Review daily, weekly, monthly reports with Manager.
• Encourages collaboration among team members to articulate and promote team work.
• Work closely with Manager to develop and/or maintain all Department processes, procedures and work instructions.
• Lead and/or participate in project teams to ensure that the support of the Department and/or Organization is represented and informed appropriately.
• Analyze complex processes and reduce and simplify them into clear, concise and logically ordered presentations and instructions.
• Continue to gain critical knowledge of each system that is utilized by the client and/or Organization. Share critical information with peers and ensure that procedural information is current and accurate.

Qualifications

Required:

• Demonstrated experience with the fundamentals of systems analysis, functional configuration and testing, methods of developing operational process specification.
• Demonstrated experience as a Provisioning Analyst for medium size companies with experience documenting database structures and data dictionaries assessing business processes to identify improvements, opportunities and solutions to meet the needs of the business.

Preferred:

• Excellent time management skills to function in a fast-paced environment, be able to handle multiple tasks, demonstrating independent working skills and strong work ethic.
• The Provisioning Analyst must use strong leadership skills, outstanding customer care skills and technical abilities to manage the day-to-day responsibilities as department specified Service Level Agreements (SLA) and Standard Operating Procedures (SOP).
• Superior analytical, decision-making and problem-solving skills, the ability to create, maintain process & procedural documentation, a comprehensive understanding of device provisioning; including but not limited to wireless communications.
• Expert/Master knowledge of Microsoft Windows, Microsoft Office, e.g. Word, Excel, Outlook, Access, PowerPoint, Internet.
• Expert/Master knowledge of internal programs: IssueTrak, Vehicle Provisioning, SharePoint, Tech Portal, Siebel, OBIEE, TCUM portal.
• Strong Leadership Skills, Team Building Skills, Ability to Multi-task, demonstrated strong oral and presentation skills
• Demonstrated Ability to be objective, demonstrated interviewing skills, Conflict Resolution/De-escalation Skills, Negotiation Skills, Attention to Detail, ability to work under deadlines, ability to work within many diverse groups, ability to work under pressureAbility to communicate effectively
• Demonstrated ability to provide excellent customer service, particularly over the phone and in E-mail format
• Demonstrated Cultural Sensitivity
• Ability to work independently and as a member of a team
• Strong organization skills.
• Solid knowledge of the English language, both verbal and written.

Education:

• BA or equivalent work experience

Equal Employment Opportunity

• Verizon is a Federal Contractor
• Verizon requests veteran priority referrals
• Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.