Senior Analyst - Operations Support

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

This Senior Analyst will be responsible for working Verizon’s non-pay suspensions, reactivations, and disconnections supporting the Enterprise and Wholesale segments. The CFS Senior Analyst will be responsible for a high volume of suspensions, reactivations, and disconnections while ensuring customer experience is delivered through the quality of the suspension/reactivation and disconnection process.

• Reviews products for suspensions to determine which system(s) are needed to complete the suspensions of all products/service on accounts.

• Reviews sensitive accounts and disputes (i.e, e911, hospitals, etc) before taking down services.

• Performs all tasks required in the suspension, restoration, and the hard disconnect of services flagged in a nonpayment status with Verizon.

• Creates maintenance tickets.

• Accesses and maneuvers equipment remotely.

• Navigates VzB mainframe systems e.g. F&E, IXPlus, COMS, Netcom, Netcap, TCOMS, OBUS, etc.

• Employs scripts and macros.

• Accesses reports of pending work.

• Accesses and processes commands in telecom switches, Digital Access and Cross-connect Systems (DACS), Internet Routers, and other internal systems.

• Self-manage and prioritize follow ups on disconnects for completion.

• Escalates and communicates issues to the Team Lead for resolution.

What we’re looking for...

You’re customer focused, highly organized and detail oriented and you are able to independently analyze complex issues and make sound decisions. You’re goal oriented and you thrive in an environment where you are managing multiple projects in a fast-paced, changing environment. Since you’re highly analytical, you constantly come up with process improvements and are motivated by the impact you have on the business. You also enjoy collaborating with others and working in a team environment. Tailoring your written and verbal communications to the needs of your audience enables you to have an impact at all levels including user communities, and leadership.

You’ll need to have:

• Bachelor’s degree or four or more years work experience.

• Three or more years of relevant work experience.

• Experience in Microsoft Office and Google Suite (Excel, Word, Access, PowerPoint, Google Drive/Sheets).

Even better if you have one or more of the following:

• Degree in Accounting, Finance or Economics.

• Two or more years of telecommunications experience.

• Knowledge of 1CB, the Credit and Collections systems.

• Knowledge of networks/products and how it relates to each other.

• Experience working in commercial collection.

• Customer service experience.

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.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.