Sr Process Improvement Analyst

at Lumen in Dover, Delaware, United States

Job Description

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Remember that time, when you went to perform a function at work and the process or system was not working as it should? The tears, the anger the creative vocabulary – yes, we know we have been there to. Yet at Lumen, we are taking a proactive stance and putting an end to systems and processes ruining our team members’ day.

We are looking to add a Sr Process Improvement Analyst to our team who will be responsible for monitoring, triaging and performing a little bit of system and process magic when needed. We know that things are not always going to run smoothly but we also know that having the right person in the role to communicate, care and ultimately collaborate for creative solutions is the difference between success and work ceasing to be performed.

If you want to join a team where your voice, ideas and solutions are heard, appreciated and utilized this is the role for you. We offer amazing benefits starting Day 31 of employment that include holistic coverage that only Lumen can provide. We have a culture anchored in doing the right thing and principles that guide every decision made. We are wickedly passionate about the customer journey and experience and are looking for team members who have this same passion and conviction about doing the right things for our customers.

The Main Responsibilities

+ You will take ownership of the overall health of our Mass Markets systems and applications. This includes triaging incident tickets, reporting and prioritizing tickets, and supporting system outages as part of an on-call rotation.

+ You will be the first point of contact for Salesforce and operate as a liaison between IT and business leadership. This includes collecting and analyzing data, monitoring for system trends, and looking for improvement opportunities.

+ You will document methods and procedures, provide leadership reporting, give input for training content and other forms of operational and customer communications. Process mapping experience preferred.

+ You will work closely with call center leadership and help influence Salesforce initiatives that impact Mass Markets call centers.

+ You will provide support to users after major systems releases, including gathering user feedback and reporting issues back to the appropriate people for assistance and resolution

+ You will help troubleshoot, confirm, and resolve systems access issues and provide alternative methods of accessing systems when appropriate

What We Look For in a Candidate

+ Bachelor’s degree or equivalent experience

+ Flexibility in schedule as this role will require on-call weekly rotation to support any outages.

+ Working knowledge of Salesforce and Lumen Mass Market ordering systems

+ Highly organized and understands the important of using data and historical insights in driving solutions.

+ Passion about the user experience (internal and external customers). We can teach you the systems but need someone who comes equipped with empathy and creativity in creating solutions for customers.

+ Excellent communication skills – this will include written, oral and presentation skills. (Excel, Word and overall Microsoft Office experience is a must)

+ Influencing and collaboration experience.

+ Ability to multi-task effectively; must have the ability to manage multiple tasks/efforts simultaneously

What to Expect Next

Requisition #: 262751

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

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This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. ( We’re able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job’s location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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Job Posting: JC193005527

Posted On: Sep 23, 2021

Updated On: Oct 03, 2021