Lead Specialist - Account Services

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This position will be supporting the Commonwealth of Massachusetts (COMA) and its
Health and Human Services division (EoHHS), under the Commonwealth statewide contract.
This position will be a dedicated service program manager that will be responsible for all
service management tasks for COMA and EoHHS, including Billing/Fiscal governance,
Problem Management, Change Management, and Asset Management. This position
requires 3+ years knowledge and experience with Public Sector customer service
management and wireline telecommunications operations. Verizon Wireline specific
experience or COMA telecom service management experience is preferred but not required.

Provides post-sales, lifecycle relationship and support and/or analytical support
to assist in solving a wide range of issues or problems of varying complexity.
* Performs analysis of issues or problems impacting the customer/client.
* Periodically, makes recommendations that aid in the successful completion of
projects within a product or functional area often after conferring with
supervisor/manager.
* Monitors defined KPIs across several technologies and implements action plans
when metrics fall below agreed KPIs.
* Provide financial support relative to contractual commitments and SLA's,
including billing account strategy, setup and optimization.

* Drives projects / tasks involving internal/external organizations to a successful
and timely conclusion to meet customer and departmental objectives.
* Monitor or track project milestones and deliverables.
* Assess current or future customer needs and priorities by communicating directly
with internal/ external customers, conducting surveys, or other methods.
* Communicating with and providing information to core team members,
supervisors and peers by telephone, in written form, e-mail, or in person.
* Confer with project team members to identify and resolve problems.
* Coordinating the work and activities of others - Getting members of a group to
work together to accomplish tasks.
* Problem Management
o Problem Management: Develop and maintain the Problem Management
Database to include the below:
o Record, manage and escalate service problems, as appropriate.
o Analyze historical data to identify and eliminate potential incidents before
they occur.
o Identifying underlying causes and preventing recurrences.
o Perform and provide to Customer root cause analysis to identify the
source of a problem and implement actions to eliminate the cause.
o Perform trend analysis on the volume, nature and source of problems in
order to identify areas for improvement.
o Provide in-depth analysis of problems together with recommendations for
preventative measures.
o Identify scope of a problem and provide operational and technical
assistance to remedy the problem.
o Categorize and document relative importance of each problem, per
agreed definitions.
o Make recommendations and implement corrective actions to fix root
causes.
o Work proactively to identify and associate common faults and to determine
their underlying cause.
o Work to ensure all service improvement actions requiring Network
changes follow agreed Change and Release Management Process,
validate the problem resolution and corrective actions are sufficient to
work to ensure the root cause does not reoccur.

* Change Management
o Oversee all Verizon Changes related to the Customer and ensure they are
documented and communicated per the agreed process. This includes
T&M.
o Specify process flow of change requests, validation, and approval -
specific for non-standard changes, and coordinate with NOC and standard
MACD process through the Portal.
o Participates in Customer Change Control meeting and engage in approval
processes.
o Manage integration of Customer Change Management Process to Verizon
Change Management Process.

o Monitor the quality of the change management process and intervene to
correct and improve it, as needed.
o Communicate changes using the agreed to Change Management
Processes.
* Asset Management
o Customers can request the Technical Program Manager to provide
assistance in accessing the below information if not readily available from
other Verizon databases.
o CPE Inventory - Keep complete inventory of all premise based products,
current hardware and software levels and track product support life cycle
for technology refresh planning.
o CPE Maintenance Inventory - Document all 3rd party CPE maintenance
contracts to include: Product description; Contract ID#'s; Term duration
(start/end); Level of coverage; date to provide renewal price quotes
(Customer input needed based on budget cycles).
o Work internally with quoting team to prepare for Customer maintenance
contract renewals

• Bachelor's degree or four or more years of work experience.

• Three or more years of relevant experience required, demonstrated through work experience and/or military experience.

* Masters degree.
* Strong core network knowledge - Internet and MPLS, WAN Optimization.
* Documentation skills: Visio, G-Suite, Jive, MS Office suite.
* Prior Public Sector Service Management / Customer Operations experience
* Prior Verizon Wireline Operations/Customer Service experience
* Strong Knowledge of TDM and IP Networking and Voice systems (Ethernet,
Centrex, POTS, VOIP, DIA, UC)

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.