FirstLight is a leading telecommunications company dedicated to providing cutting-edge communication solutions to our customers. We are committed to innovation, reliability, and customer satisfaction. As we continue to grow and expand our services, we are seeking a talented Financial Analyst to join our dynamic team.

GENERAL STATEMENT OF DUTIES: 

The Project Manager is responsible for implementation of small, large and complex telecommunication solutions which includes, but not limited to, creating and maintaining detailed project schedules, understanding unique aspects of projects as well as having working knowledge of the technical and operational specifications. They own and manage all customer communications or escalations pertaining to implementation of telecommunication service(s). It is their role to plan, execute, monitor, track, control and close out projects in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Communicates with customers and/or the customer’s vendors to obtain all required data for customer orders, keeping them informed of work statuses, due dates, and completion.
• Serve as primary point of contact for all Ethernet Services (DIA and Ethernet Transport) customer migration projects. Provide direct customer communications on initial migration materials, order information, IP addresses, timeline coordination, and ultimate test and turn-up assistance.
• Coordinate customer and vendor interaction, such as site survey scheduling, customer room ready preparedness, FOC date/dispatch. Coordinate internal departments such as engineering to configure ports and capacity planning to resolve capacity issues.
• Initiate related disconnect orders for replaced services and confirm completion.
• Report project outcomes and/or risk to the appropriate management teams as needed – escalating issues as necessary based on project work plans
• Consults with internal sales executives, sales engineers, field technicians, and engineering department to understand requirements of customer orders and update the service order system with information as it is provided. This includes but is not limited to work order status, obtaining access to premises, and scheduling equipment installs.
• Determines the best method of service delivery, based on budgeting restrictions, scope of work, equipment to be used, and technical details of the order.
• Provides status updates to managers and applicable parties, keeping them informed of order progress.
• Identifies process and system improvement areas, making recommendations and implementing quality control procedures.
• Updates and maintains the Service Order System, tracking orders to ensure timely delivery. This may include (but is not limited to) new customer information, MAC orders for existing customers, assignment records, circuit files, and emails.
• Acts as the first escalation contact for orders that do not go as planned.
• Follows up with customers after delivery of service to ensure that service has been delivered to the customer’s satisfaction and to hand off the project to the service team for future maintenance.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the company.
• Updates job knowledge by participating in educational opportunities, maintaining a working knowledge of the company network, and reading technical publications.
• Provides functional advice or training to other project managers, cross training to ensure accurate coverage during absences.
• Occasionally works outside of normal business hours to accommodate delivery specifications.
• Completes special projects and other duties as assigned to support the business.

QUALIFICATIONS, KNOWLEDGE, and SKILLS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the qualifications, knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Broad experience in provisioning, scheduling, and coordinating the delivery of voice and data services with a thorough understanding of telecommunication products. Familiarity with ILEC/CLEC ASR processes for ordering fiber-based Ethernet services Ability to communicate professionally through all types of media with customers, vendors, managers, and associates, exhibiting poise, composure, and confidence when confronting high-pressure or stressful situations. Ability to work independently and with a team in a fast-paced and high-volume environment with emphasis on accuracy and timeliness. Technical aptitude and strong computer skills, with the ability to maneuver through several operating systems. Must have strong work ethic, be well organized, and reliable. Strong problem solving and troubleshooting skills.

EDUCATION and/or EXPERIENCE:

Associates degree and a minimum of five (5) years relevant telecommunications experience.

CERTIFICATES, LICENSES, REGISTRATIONS:

Project Management Professional (PMP) certification preferred but not required.