Sr Engr Spec-Tech Proj Mgmt

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This position will be supporting Verizon's Massachusetts State Lottery Commission (MSLC) telecom services contract, supporting thousands of wireless and wired connections to gaming agents across Massachusetts.

This position will be a dedicated service program manager that will be responsible for all service management tasks for COMA MSLC, including Billing/Fiscal governance, Problem Management, Change Management, and Asset Management. This position requires 3+ years knowledge and experience with customer service management and wireline telecommunications operations, preferably within the Public Sector space. Verizon Wireline specific experience or COMA service management experience is preferred but not required. Experience running a large critical services program, including managing and overseeing third party suppliers, is strongly preferred.

Things you will be doing:

Billing and Fiscal Management:

• Analyze, aggregate, and consolidate MSLC billing into a single monthly invoice.
• Support all MSLC fiscal reporting requirements, including generating custom reports.
• Manage outstanding receivables and AR analysis.
• Work with internal teams to fulfill MSLC invoicing requirements and remediate any fiscal/reporting issues.
• Review MSLC billing regularly with the customer.

Customer Support and Relationship Management:

• Provide post-sales support and maintain positive client relationships.
• Analyze and resolve customer issues and problems.
• Proactively monitor KPIs and implement action plans to maintain service levels.
• Provide financial support and optimize billing account strategy to align with contractual commitments and SLAs.

Project and Service Management:

• Drive projects and tasks to successful and timely completion.
• Monitor and track project milestones and deliverables.
• Oversee change management, ensuring all changes are documented and communicated.
• Record, manage, and escalate service problems.
• Analyze service trends to prevent future incidents and perform root cause analysis to resolve existing issues.

Asset and Vendor Management:

• Assist customers in accessing asset information.
• Maintain inventory of all products and track product support life cycle.
• Manage vendor relationships and track contractual obligations.

Additional Responsibilities May Include:

• Developing and maintaining billing flow hierarchies.
• Performing customer-specific audits on billing data.
• Researching and resolving billing discrepancies and disputes.
• Providing financial service management reports.
• Monitoring customer contractual commitments and issuing penalties as needed.
• Tracking, calculating, and communicating customer credits.
• Collaborating with internal departments on customer-specific billing.
• Providing standard monthly reports and ad hoc reports.
• Monitoring metrics to ensure goals and objectives are met and exceeded.

What you will need to have:

• Bachelor's degree
• 3+ years of client-facing service management or lifecycle program/project management experience
• Extensive knowledge of telecommunications systems and processes
• Good customer speaking/relationship skills and strong knowledge of Excel, and other Microsoft systems.
• Telecommunications service management industry experience (billing, compliance, reporting, or program management)

Even better if you have:

• Masters degree.
• Strong core network knowledge - Internet and MPLS, WAN Optimization.
• Documentation skills: Visio, G-Suite, MS Office suite.
• Prior Public Sector Service Management / Customer Operations experience
• Prior Verizon Wireline Operations/Customer Service experience
• Strong Knowledge of TDM and IP Networking and Voice systems (Ethernet, Centrex, POTS, VOIP, DIA, UC)

REQUIRED SHIFT:

40 hours per week normal business hours 8-5

WORK SITES:

Boston-MA-USA

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.