Network Operations Specialist

Network Operations Specialist (S3)

Company:
Crown Castle

Crown Castle has led the way in shared communications infrastructure for more than three decades. Joining Crown Castle means becoming part of a dynamic team that engages in complex challenges and contributes to projects that shape the future of life and work.

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 perform administrative tasks related to Field Operations activities. The 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.

• 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, FSS, and FTTB locations
• Obtain required documents and maintain access procedures, update in CRM and ServiceNOW
• Work with Risk Management to obtain 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 Service Now 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
• 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

• Diploma or General Education Degree (GED) or equivalent H.S. Required
• Associate’s Degree (AA) Preferred

• 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

Hybrid: 2 days work from home (Mon & Fri) and 3 days in office (Tue–Thu). May require travel as needed.

• 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…