Overview: The Provisioner II is responsible for the end-to-end provisioning of access, long distance, and data networking services at a customer location level. Responsibilities include working with internal and external business partners to strategically design and implement solutions which meet the needs of Masergy’s customers while optimizing network resources and costs. This position is also responsible for second and third level escalation support, ensuring timely delivery of all circuit facilities throughout the installation process, and providing network planning support for future network build outs, network optimization and access planning.
Responsibilities:
Responsible for reviewing customer orders to ensure all the detailed information requiredfor a successful circuit implementation during the sales process. Participates in pre-salesmeetings to provide expertise on the overall circuit delivery process, discuss the capabilitiesof various technologies and circuit delivery methods, and to provide information aboutwhat to expect when delivering circuits in specific parts of the world.
Responsible for ordering any requisite cross-connects or Smart Hands tickets to connectcarrier circuits to the Masergy backbone.
Provides LOA/CFA documents to allow customers to connect to Masergy equipment atcollocation facilities.
Works closely and effectively with Network Pricing Analysts to determine the most efficientand cost-effective methods by which to design and implement specific customer networksolutions.
Provides support for Service Implementation Managers, Sales Engineers and Global AccountManagers during the service delivery process to address the needs of customers and localloop providers.
Proactively monitors and tracks a large load (130 orders) of active orders and hold serviceproviders accountable for meeting committed delivery schedules.
Documents all order-related activities and status changes in the appropriate provisioningdatabase to ensure all involved parties have access to the most current informationpertaining to a specific customer order
Ensures that accurate FOC, DLR and demarc information is received on all orders anddocumented in the appropriate service delivery database. May translate technicalinformation into a format suitable for customer consumption.
Coordinates people, processes and events related to construction activities beingundertaken by service providers to deliver new outside plant facilities to a customerlocation. Gathers important details such as project plans, customer room-readyrequirements, legal right-of-way documents, certificates of insurance and key milestonedates. Actively participates in all functions related to construction projects and coordinateresources as needed to ensure a smooth and timely project implementation.
Provides monthly analysis of all active orders and offer expert guidance related to expectedcircuit delivery dates.
Works with Network Cost Manager to ensure all access expenditures are accuratelyrepresented in the appropriate provisioning database.
Drives partner carriers to deliver circuits ahead of schedule when possible, allowingMasergy to meet or beat customer expectations and provide a consistent source ofcustomer satisfaction.
Provides post-installation support to Network Operations Technicians by workingreplacement circuits for chronic trouble tickets, opening tag and locate tickets, escalating tounresponsive service providers or providing expertise on specific circuit deliverymethodologies related to troublesome circuits.
Provides network planning support for future network build outs, network optimizationand access planning activities.Additional duties as assigned.SKILLS / ABILITIES / KNOWLEDGEKnowledge: experience of study / understanding of concept(s)
Working knowledge of TDM, SONET, Ethernet, and Broadband transport systems
Working knowledge of MPLS, VPLS, QOS, VoIP and IP Networking
Expertise with the ILEC/CLEC provisioning environment
Maintain a knowledgebase of ordering processes and guidelines associated withordering services from different carriers around the world. Must also keep abreastof any changes in ordering processes and guidelines.
Must have extensive knowledge of Ethernet, DIA, and Broadband technologies, andhow they are designed, delivered and utilized by service providers and customersthroughout the world.
Must have extensive knowledge of hub-and-spoke and point-to-point networkarchitecture and the ability to determine the most efficient use of network resourcesby making physical or virtual port assignment connections based on networkcapacity and Point of Presence locations.
Skills: observable competence to perform activity
Effective time management skills are required to meet the demands of a largevolume of active orders requiring intense monitoring and information processing.
Excellent written and verbal communications.
Strong focus on customer service, follow up and follow through on commitments.Ability: Behavior that results in an observable productRequired to submit orders within 24 hours of receipt and track those orders frombeginning to end; addressing any problems along the way and escalating as neededto ensure circuits are delivered within the timeline designated by the customer.
During peak order volume periods Provisioning Analysts may be required to workextra hours to support heavy workloads and ensure timely order processing.
Able to think strategically and understand complex technical requirements andbreak them down into manageable processes to meet client needs.
Ability to effectively work with all levels throughout the organization.
Ability to deal with unforeseen situations and come up with logical solutions tothese problems without outside instruction.
Ability to motivate people and work as part of a team.
Possess a professional attitude and work ethic in addition to being well organized and efficientQualifications:
EDUCATION
Bachelor’s degree or related experience
EXPERIENCE
2 – 5 years of provisioning experience with telecom industry voice, data, and applicationsprocesses
Experience with various carrier products and services in an operational, engineering orimplementation role.
CERTIFICATES / LICENSES / REGISTRATIONS
Certified Telecommunications Network Analyst (CTNS) - preferableWORK/SCHEDULE
8am – 5pm CST with occasional/required overtime, after hours / weekends as needed
Amenable to work at nightMasergy Communications, Inc. is an Equal Opportunity Employer Female/Minority/Disabled/Veteran, all qualified applicants receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
