Network Operations Specialist

Position Title: Network Operations Specialist (S3)

Company Summary 

For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work.

Although you'll be hired as a Crown Castle employee, your employment and the responsibilities associated with this job likely will transition to an acquiring company in the future. For more information, please visit: https://www.crowncastle.com/strategic-review-results

ABOUT THE ROLE
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 performing administrative tasks related to Field Operations activities. The Field Operations 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.

WHAT YOU WILL DO

• 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, FTTSS, and FTTB locations
• Obtain required documents and maintain access procedures, update in CRM and ServiceNOW
• Work with Risk Management to obtain and 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 ServiceNow 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 including, but not limited to:*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

WHAT YOU WILL NEED TO SUCCEED
Education Qualifications

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

Experience Qualifications

• 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

Where You Will Work
Hybrid: This role falls into our hybrid work model, which is 2-days work from home (Monday and Friday) and 3-days in the office (Tuesday through Thursday) to optimize collaboration, relationship building and key stakeholder engagement and may require some travel as needed.
YOUR COMPANY BENEFITS
At Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life.
We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide.

• 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 birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

Compensation
The pay range offered for this position is $30.53 - $41.97 per hour. A candidate's offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives.
Additional Information
Pursuant to the Los Angeles County and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.