Event and Change Management Specialist

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

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Brightspeed is looking for a phenomenal Event and Change Management Specialist to join our growing team As Event and Change Management Specialist, you will report directly to the Program Manager. You will be a key contributor in minimizing planned impact to customer end users and managing necessary communications to mitigate the affects of both planned maintenance and network outage events. You will have an eye on network health, customer impact and also continuous improvement to better both over time. You will have a collaborative approach to process and procedure improvement for processes that approves and subsequently schedules a network change to ensure the appropriate level of notification and minimal user impact is implemented as well as peer mentoring to contribute to and foster a culture of continuous improvement.  

As Event and Change Manager, your duties and responsibilities will include:

• Manage planned maintenance activities
  • Create and manage vendor planned maintenance in Change Management systems
  • Generate impacts of affected objects
  • Validate customer  impacts
  • Schedule Network planned maintenances
  • Create Special Handling requests
  • Respond to Special Handling requests before, during and after the planned maintenance
• Self starter with ability to manage both assigned and self-identified workload
• Postpone modify or cancel requests received from requestor group/vendor
• Receive customer calls internal and external for Network Maintenance Inquiries
• Process Network Maintenance Inquiries to resolution, usually within 24 hours
• Provide status updates and completions to our customers in a timely fashion
• Ensure customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios
• Manage workload and Vendor e-mails received
• Make calls to dark fiber customers at the completion of a planned maintenance
• Adheres to all internal processes to ensure the information is captured and that the workflow is executed accurately and within outlined service level objectives
• Responsible for understanding impacts associated with a given conflict for our customers
• Responsible for communicating non-proprietary information to clients
• Assist colleagues when necessary

WHAT IT TAKES TO CATCH OUR EYE

• Bachelor's degree in Business, Marketing or related field
• 7+ years of relatable experience
• Excellent client-facing and internal communication skills and the ability to interact professionally with a diverse group of internal/external customers, managers and subject matter experts with strong presentation skills
• Quick learner with excellent written & verbal communication and analytical problem-solving skills
• Excellent organizational skills with attention to detail, ability to work in a fast paced environment, and work within and meet deadlines
• Strong analytical skills with the ability to assess anticipate and analyze impacts of actions or events in the network
• Strong Project Management skills. Able to manage small to medium sized operational projects for the Change & Event Management team
• Subject Matter Expert on Change and Event Management in telecom
• Excellent Communication Skills, written and verbal
• Ability to present technical data and metrics in a clear and concise manner
• Proficient in Microsoft Office applications

BONUS POINTS FOR:

• 7+ years telecom change and/or event management
• Certified Project Management Professional (PMP)-PM or Project Management Degree

#LI-GF1

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed's Privacy Notice for California Residents
• Brightspeed's Privacy Notice