Network Operations Specialist

External Crown Castle Careers • Chandler, AZ

3d • $31 - $42 • Hybrid

About The Position

The Field Operations Analyst will assist Field Operations Managers to manage Field Operations Technicians workload and schedule for new installations and trouble ticket dispatches. The Analyst will maintain customer communications, coordinate access and manage inventory necessary to complete assignments for Field Operations technicians, as well as performing administrative tasks related to Field Operations activities. The Field Operations Analyst will work with internal and external partners to lead and manage projects and initiatives falling within the scope of the Field Operations department. Normal duties will also include approving MOPs for projects impacting live networks including but not limited to site rebuilds, hub alarming and monitoring projects, power upgrades and large customer premises equipment installations.

Requirements

• Diploma or General Education Degree (GED) or equivalent H.S. Required
• Project Coordination experience Preferred
• Previous experience in telecommunications industry Required
• Experience working with Excel, Microsoft Word, Microsoft Teams Required
• 3+ Years working for a telecommunications company Required
• Prior Dispatch Experience Required
• Prior Project Management Experience Required

Nice To Haves

• Associate’s Degree (AA) Preferred
• Project Coordination experience Preferred

Responsibilities

• Track all new orders, research CRM to determine services which are ready for installation
• Build installation schedule in the scheduling system and confirm with customer for scheduled installations and ensure consistent customer communication throughout installation process
• Modify work schedules as required to accommodate trouble tickets, emergency reprioritization and balance technician workload
• Coordinate access to Customer locations, POPs, Data Centers, Hubs, Pedestals, FTTCS, FTTSS, and FTTB locations
• Obtain required documents and maintain access procedures, update in CRM and ServiceNOW
• Work with Risk Management to obtain and maintain Certificates of Insurance for 3rd party facilities
• Review DLR’s to determine scope of work required to assign tasks in CRM
• Log into Customer Premise Equipment (CPE) to determine if records match current configuration of the gear
• Assign installation assignments via CRM, update assignment notes and assist the Field in obtaining material required for the assignment
• Work with Provisioning and Fiber Construction when required for record updates
• Support CRM and ServiceNow close out process
• Manage Crown Castle personnel and GC’s to complete operation tasks and projects that extend beyond the normal scope of Field Operations Technicians including, but not limited to:
• Manage large customer premises equipment installations, including documentation, materials, scheduling and Test/Turn-up activities
• Plan and manage projects for alarm monitoring for hubs/buildings and ancillary equipment
• Liaison for Field Operations for Fiber relocation projects
• Coordinate pole transfers and modification
• Manage other projects that affect small cell and enterprise customers
• Liaison with Implementation to track current and future builds
• Liaison between Fiber Construction to track all temporary fiber repairs until made permanent
• Review, evaluate and document Field Operations processes
• Coordinate customers’ processes and procedures (I.E. VAST, NFSD Portal, Sprint CHAT) to facilitate timely repairs and adequate sparing

Benefits

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees