Lead Specialist-Account Services

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

This role is responsible for the management and maintenance of the Configuration Management Database (CMDB) and the customer facing Service Catalog. The role ensures data accuracy, availability, and relevance within the CMDB, and develops and maintains a comprehensive and user-friendly Service Catalog. This position is crucial for IT Service Management (ITSM) effectiveness and alignment with business needs.

Responsibilities include:

• Maintain and update the CMDB to ensure accuracy and completeness.

• Develop and enforce CMDB policies, procedures, and standards.

• Conduct regular audits to verify CMDB data integrity.

• Manage configuration items (CIs) and their relationships within the CMDB.

• Provide reporting and analysis on CMDB data.

• Develop and maintain a comprehensive Service Catalog for services Verizon offers to the Commonwealth.

• Ensure the Service Catalog is user-friendly, accessible and up to date.

• Work with service owners to define and document service offerings.

• Manage the service request process through the Service Catalog.

• Monitor service performance and customer satisfaction with services listed in the catalog.

• Update and communicate changes to the Service Catalog.

• Integrate CMDB data with the Service Catalog to ensure accurate service dependencies.

• Develop and implement processes to link CIs to services in the catalog.

• Collaborate with IT teams to ensure alignment between CMDB and Service Catalog.

• Provide training and support to users on the CMDB and Service Catalog.

• Participate in billing, incident, problem, and change management processes.

• Bachelor's degree or four or more years of work experience.

• Four or more years of relevant experience required, demonstrated through work experience and/or military experience.

• Experience with CMDB and Service Catalog tools

• Strong understanding of ITIL framework and best practices.

• Excellent analytical and problem-solving skills.

• A degree.

• Strong communication and interpersonal skills.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.