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Service Provisioning Coordinator

2 months ago

Hoffman Estates, United States clairesinc Full time
***This is a hybrid role based in Hoffman Estates, IL***

As a Service Provisioning Coordinator, you will be responsible for the coordination and implementation of store network solutions focused on the areas of Network & Voice (LAN, WAN, Wireless, VoIP).
  • •Own end-to-end engagement, deployment, and operational handoffs of telecom solutions
    •Work closely with project managers on large-scale enterprise deployments
    •Work with customers to obtain up-to-date and accurate information before placing orders.
    •Perform Move, Add, Change, Delete, and approve orders in TEM systems before placing orders to Telecom carriers.
    •Big picture view on new telecom deployments to ensure Claire's business requirements are met, carrier escalation processes documented, and operational knowledge is transferred
    •Project management of multiple orders simultaneously with a deep level of detail, accuracy, and quality.
    •Manage and maintain an inventory of active transport services and telecom inventory records.
    •Manage escalations and expedite with vendors to ensure timely service delivery.
    •Track metrics and work with different vendors to ensure SLA compliance, according to Claire's requirements.
    •Ability to prioritize and openly initiate communications with management team if deadlines appear to be at risk.
    •Solve problems and implement permanent fixes as required
    •Plan, design, deploy, troubleshoot, and audit end-to-end network & telecom solutions
    •Participate in engineering discussions, working with internal and external teams to
    •Planning, implementation, and maintenance of a multitude of communications platforms and technologies.
    •Work closely with other engineers and architects to develop technical documents, and to implement new technologies as part of large-scale lifecycle programs and enterprise key initiative.
    •Own, track, and resolve issues as they come in and in a timely basis to exceed customer experience SLAs
    •Work with store personnel to isolate issues or provision new services
    •Follow ITSM/ITIL procedures regarding changes and incidents
    •Communicate updates to necessary parties
    •Manage escalations and expedite with vendors when necessary
    •Participate in new project deployment designs and implementations
    •Work with managed service providers for end-to-end resolution of issues
  • Qualifications
    •Strong communication skills required
    •3+ years in customer facing role
    •2+ years of experience working in network operations, including: ticketing, change management, escalations, monitoring, and provisioning
    •Knowledge across diff types of network connectivity tech such as: MPLS, VPN, Internet, SDWAN, broadband, DIA, and cellular
    •An understanding of the OSI model and how systems and services operate w/in the model
    •Experience with various troubleshooting methodologies
    •Exposure to SDWAN solutions
    •Capable of implementing network systems, including: creating configuration cutsheets, knowledge base articles, troubleshooting guides and handoff documents
    •Experience training and mentoring tier 1 resources
    •Experience troubleshooting networked systems and working with operations teams for problem isolation and resolution
    •Ability to manage conflicting priorities and work independently
    •Perform other duties and responsibilities, as assigned
    •Must have problem solving skills and the ability to multitask
    •Ability to work under pressure and at a huge volume and fast pace environment
    •Experience with SDWAN or cellular connectivity technologies, like Craddlepoint, a bonus
Claire's is an equal opportunity employer committed to diversity, equity and inclusion and we encourage applications from members of all underrepresented groups, including those with disabilities. We will accommodate applicants' needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require.