This is a hybrid role based in Hoffman Estates, IL***
As a Service Provisioning Coordinator, you will be responsible for the coordination and implementation of store network solutions focused on the areas of Network & Voice (LAN, WAN, Wireless, VoIP).
Own end-to-end engagement, deployment, and operational handoffs of telecom solutions
Work closely with project managers on large-scale enterprise deployments
Work with customers to obtain up-to-date and accurate information before placing orders.
Perform Move, Add, Change, Delete, and approve orders in TEM systems before placing orders to Telecom carriers.
Big picture view on new telecom deployments to ensure Claire’s business requirements are met, carrier escalation processes documented, and operational knowledge is transferred
Project management of multiple orders simultaneously with a deep level of detail, accuracy, and quality.
Manage and maintain an inventory of active transport services and telecom inventory records.
Manage escalations and expedite with vendors to ensure timely service delivery.
Track metrics and work with different vendors to ensure SLA compliance, according to Claire’s requirements.
Ability to prioritize and openly initiate communications with management team if deadlines appear to be at risk.
Solve problems and implement permanent fixes as required
Participate in engineering discussions, working with internal and external teams to
Planning, implementation, and maintenance of a multitude of communications platforms and technologies.
Work closely with other engineers and architects to develop technical documents, and to implement new technologies as part of large-scale lifecycle programs and enterprise key initiative.
Own, track, and resolve issues as they come in and in a timely basis to exceed customer experience SLAs
Work with store personnel to isolate issues or provision new services
Follow ITSM/ITIL procedures regarding changes and incidents
Communicate updates to necessary parties
Manage escalations and expedite with vendors when necessary
Participate in new project deployment designs and implementations
Work with managed service providers for end-to-end resolution of issues
Qualifications
Strong communication skills required
3+ years in customer facing role
2+ years of experience working in network operations, including: ticketing, change management, escalations, monitoring, and provisioning
Knowledge across diff types of network connectivity tech such as: MPLS, VPN, Internet, SDWAN, broadband, DIA, and cellular
An understanding of the OSI model and how systems and services operate w/in the model
Experience with various troubleshooting methodologies
Exposure to SDWAN solutions
Capable of implementing network systems, including: creating configuration cutsheets, knowledge base articles, troubleshooting guides and handoff documents
Experience training and mentoring tier 1 resources
Experience troubleshooting networked systems and working with operations teams for problem isolation and resolution
Ability to manage conflicting priorities and work independently
Perform other duties and responsibilities, as assigned
Must have problem solving skills and the ability to multitask
Ability to work under pressure and at a huge volume and fast pace environment
Experience with SDWAN or cellular connectivity technologies, like Craddlepoint, a bonus
Claire’s is an equal opportunity employer committed to diversity, equity and inclusion and we encourage applications from members of all underrepresented groups, including those with disabilities. We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require.