Expire bientôt VODAFONE

Service Support Integration Specialist

  • Apía (Apía)
  • Gestion de projet / Produit

Description de l'offre

Service Transition Specialist is responsible for Process Planning and Design for Support Process Integration for New Countries and Service Enablement of Vodafone Services


• Operation Role
o Analyze Project Request and additional information by Service Line Project Lead, initiate Workshops with stakeholders.
o Gather Information for scope and support requirement for Vodafone Global Organization.
o Enablement of Service Support setup and modifications
o Assure remedy integration for Service Support
o Define the special requirements regarding KPIs, Service hours, Support processes
o Define support teams involved (SD, SLS, Vendor etc.)
o Define vendor requirements including support & resource training/documentation

• Project Budget/Feasibility
o Establish Effort Estimate
o Ensure Shopping Carts for CAPEX are raised
o Ensure availability of Project Resources

• Documentation

o Documentation of Interaction Processes between Local market & VF Group
o Documentation of service specific processes
o Documentation of business continuity
o Training Material
o Escalation procedures
o Incident Questionnaire
o Work Instructions
o Documentation for qualified 1st Level support
o Check for additional documentation
o Store Documentation

• Ticket System
o Check/Organize availability and access requirements for the using entities (Local Market, Support companies, Service Desks etc.)
o Check requirements for User Accounts
o Ensure SLM configuration
o Test basic ticket flow (must include Incidents and Service Requests)

• Training
o Identifytraining scope & organize relevant dates for each support entity
o Prepare Training material
o Ensure Technical Training for Application (SD /Monitoring and 1st Level)

Profil recherché

Qualifications :

• Qualification / Experience:
o B.Sc. in Computer, Telecommunications Engineering or Computer Science
o At least 2-year experience in a global support organization
o Excellent written and spoken English is a must.
o Organized for working in a global cooperativeteam environment.

• Technical skills:
o Very Good Back Ground Technical Knowledge
o Industry certification technical skills.
o Expertise in project management, budget forecastand cost analysis.
o Excellent reporting and data analysis skills.
o Expert control of tools of analysis and monitoring
o ITIL foundation certification is a Must.

• Personal skills:
o Excellent communication skills and presentation skills.
o Excellence mindset striving to exceed expectations.
o Time Managementskills
o Positive and motivational under pressure. Professional and approachable. A people person who can deal with a variety of people and customers at all levels with flair. An enthusiastic team player. Committed to working with their team to maintain a positive team spirit
o Confident negotiation and online documentation (throughout the negotiation)
o Problem Solving; Must demonstrate a methodical, analytical and clear approach to problems. Must be able to identify issues and offer solutions and work with othersto improve processes and procedures. Must be able to overcome obstacles, usinga clear methodical approach. Must be able to negotiate solutions.
o Initializing Suggestions for improvement, adjustment and prevention regarding services, processes, documentations and control tools
o Willing to travel and dealing with Global Environment