Implementation Coordinator

Job Purpose:

The position of Implementation Coordinator requires an innovative, enthusiastic and organized individual who can work independently and understands basic cloud managed services technology.  Knowledge of Managed Services systems, processes & procedures and Service Now is critical.  This individual will act as a liaison between internal technical teams and management facilitating discussions to ensure all change activities within our infrastructure are appropriately documented (implementation plan, backout plan, overall impact) and scrutinized before scheduled to begin.  Additionally, they will coordinate the implementation of Managed Services Cloud Contracts.

This position will be responsible for effectively and efficiently facilitating Change Management Coordination across CBTS/ONx as well as Managed Services Project Coordination.

This is an exempt position.

Essential Functions:

• Oversee the Change Management process, ensuring IT changes are made in a controlled and approved manner, minimizing disruption while maximizing benefits, and aligning with business objectives.  Maintain accurate records of changes, their impacts, and outcomes, and provide regular reports on change management performance (20%)
• Lead CAB meetings (CBTS/ ONx, select customers) to review and approve change requests, ensuring alignment with organizational goals and policies.  Communicate change schedules, impacts, and resolutions to relevant stakeholders, ensuring transparency and alignment (20%)
• Oversee the practical execution of Managed Services projects and initiatives.  Develop processes to effectively implement new systems or programs for Managed Service Implementations (15%)
• Lead Managed Services contract implementation meetings to ensure CBTS/ ONx teams are deploying the services within the contract and to coordinate with the customer (15%)
• Support Managed Services monthly incremental usage billing processes (15%)
• Author and maintain knowledge base entries for solutions that are repeatable so that others can leverage for customer onboarding.  Review documents to confirm all formatting and internal requirements are met.  Maintain documentation as it pertains to the quality management system.  (10%)
• Identify areas for improvement in the change management process and implement changes to enhance efficiency and effectiveness (5%)
• Special projects as required

Education:

• Bachelor's degree in Information Technology, Computer Science, or related field preferred;  or equivalent work experience
• PMP or CMP certification preferred.
• ITIL Foundations Certification preferred, may be required within the first year if not already obtained

Certifications, Accreditations, Licenses

·       ITIL Foundations Certification preferred

Experience

·       5 to 8 years experience in a service-oriented organization preferred

Special Knowledge, Skills, and Abilities

• Familiar with ServiceNow and ticket processing a plus
• Demonstrated understanding of ITIL Change Management processes
• Demonstrated ability to coordinate and manage the implementation of IT Services and IT Infrastructure changes
• Ability to understand and escalate issues efficiently and appropriately
• Proficient in using desktop tools for communication and analysis, including Windows operating system, Office 365 (Excel, WORD), Outlook, SharePoint, Teams and WebEx
• Strong independent decision-making, planning and problem-solving skills
• Excellent written and oral communication skills
• Strong technical writing skills with supporting training 
• Excellent customer service and conflict resolution skills
• Experience in working collectively with internal and external customers
• Knowledge of managed services/cloud-based service offerings preferred
• Ability to grasp technical interdependencies/ relations across related tasks.
• Ability to multi-task (phone call, creating ticket, checking knowledge bases).
• Applies knowledge of commonly used concepts, practices and procedures to promptly resolve issues.
• Strong organizational and ownership skills
• Ability to effectively work with tight schedules and in a fast-paced environment
• Ability to work alone and/or collaborate in workgroup sessions
• Strong interpersonal skills
• Demonstrated ability to identify process improvement areas that support operational readiness
• Ability to help others while meeting individual performance goals
• Ability to work remotely

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.