Network Order Specialist (IT Infrastructure)

Company Description

At AECOM, we’re delivering a better world.

We believe infrastructure creates opportunity for everyone. Whether it’s improving your commute, keeping the lights on, providing access to clean water or transforming skylines, our work helps people and communities thrive.

Our clients trust us to bring together the best people, ideas, technical expertise and digital solutions to our work in transportation, buildings, water, the environment and new energy. We’re one global team – 47,000 strong – driven by a common purpose to deliver a better world.

Here, you will have freedom to grow in a world of opportunity.

We will give you the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

We will encourage you to grow and develop your career with us through our technical and professional development programs and diverse career opportunities. We believe in leadership at all levels. No matter where you sit in the organization you can make a lasting impact on the projects you work on, the teams and committees you join and our business.

We offer competitive pay and benefits, well-being programs to support you and your family, and the development resources you need to advance your career.

When you join us, you will connect and collaborate with a global network of experts – planners, designers, engineers, scientists, consultants, program and construction managers – leading the change toward a more sustainable and equitable future. Join us and let’s get started.

Job Description

AECOM is seeking an experienced Network Order Specialist for our global IT Department.

This is an IT Network Infrastructure role reporting directly to the Senior Network Manager. This will be a remote/virtual position that can be based from a variety of locations in the US.

The role is largely focused on ensuring that we are providing a cost effective, high performing IT network which meets performance standards and service levels for the global business. You will support the Senior network manager, overseeing orders and operational performance through our managed service providers, telecom expense management partners and ISP’s globally. Working closely with them to ensure the continual improvement of operations and process adherence, you will also work closely with key stakeholders throughout IT projects to ensure successful deployments and implementations of network solutions and the smooth transition into operational steady state.

Job Duties:

• Ensure the high availability and performance of the Global network environment through coordination and oversight during planned and unplanned infrastructure system outages
• Manage and oversee spend for all data/voice services including fixed line and mobility
• Negotiate and review new service contracts or commitments
• Develop and maintain strong relationship with existing service providers
• Support onboarding of data/voice service providers
• Placement of orders, changes or disconnects for data/voice/hardware services
• Project Manage all orders through completion and implementation
• Oversee outsourced providers to ensure adherence to service delivery standards
• Lead outsourced TEM (Telecom Expense Management) function, driving support, optimization and the creation of inter-team standardized operating practices
• Ensure accuracy of data/voice/hardware services maintained on CMDB (Service now Database)
• Work closely with internal AP teams to improve process and governance for Global charging
• Support expedition of order submissions and installations
• Carrier performance oversight and credit request submissions
• Carrier billing account (BAN) and charge code management
• MSP/ISP LOA management and oversight
• Recording of key account/service manager contacts
• Provide outside operational hour support for order related escalations
• Generate and provide regular reporting to leadership pertaining to order management function
• Provide regular communications and updates on tactical technical delivery and performance.
• Proactively seek out ways to mitigate risk within IT     
• Identify and support process improvement plans for operational/project work

Behavioral Attributes:

As a Network order specialist, it is expected you will have the following behavioral attributes:

• Ability to work alongside geographically dispersed teams and 3rd party MSP’s
• Must have excellent communication skills
• Must be comfortable working on own initiative and as a key contributor to the wider IT team
• Confident, positive and proactive attitude with the ability to delegate, influence, prioritize and deliver.
• Ability to think globally and think AECOM
• Ability to support global needs (and hours)
• Be expected to represent IT in a professional manner at any level
• Ability to effectively handle stress, pressures, and challenges
• Facilitate problem solving and collaboration
• To establish, develop and maintain credible working relationships with business contacts, being an ambassador for IT
• To recommend opportunities, and to participate in the delivery, of activities that will improve overall customer satisfaction and ensure continuous improvement
• Safeguard - To operate ethically and with integrity, while prioritizing safety and security in all that you do
• Be decisive - Know how to prioritize, advocate focus and accountability
• Be impactful - Use clear and frequent communications, drive execution and results
• Be client-focused - Be collaborative, innovative and strategic
• Be the role model - Lead by example, demand excellence, maintain safety and integrity as top priorities

Qualifications

Minimum Requirements

The successful candidate will be a high-performing Network Order Specialist with proven experience within a similar role. As a minimum, we are looking for the following:

• BA/BS plus at least 6 years’ experience within a Network order specialist/management role or demonstrated equivalency of experience and/or education (AS degree plus at least 8 years of relevant experience, or High School diploma or equivalent and 10 years of relevant experience)
• Prior experience working with ISP's, outsourced MSP's and TEM's
• Experience in negotiation with suppliers for Network contracts and services
• Experience with IT Service Delivery processes and procedures
• Advanced level skills in MS Office including Excel
• Background in managing and ordering telco products such as DIA's, MPLS, Voice services (e.g. UCaaS) and LTE/5G services
• Background in managing and ordering legacy telco products such as POTS, DSL, ISDN BRI and PRI, SONET, DS1, DS3, T1/T3 and E1/E3 services

Preferred Qualifications

• Experience with similarly large, complex, global organizations
• Capability to undertake Project Management of small projects or elements of larger projects
• Bachelor’s degree in relevant field of study (Information Technology, Networking, Telecommunications, etc.)
• ITIL certifications

Additional Information

• Due to the remote nature of this position, relocation assistance is not available
• Sponsorship for US work authorization is not available for this position

With infrastructure investment accelerating worldwide, our services are in great demand, and there’s never been a better time to be at AECOM! Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility.

AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.

As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

Join us and let’s get started.