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12 days ago
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Service Diagnostics Analyst - COE (Service Ops & Assurance)


Three
Location: Maidenhead
Job type: Permanent
Category: Analysis Jobs
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Job description

Job Context

Purpose and Accountability

Accountable for developing great experience of customers receiving support from customer issue to resolution by ensuring accurate, automated and cost efficient diagnostics

Accountable for determining the information and logical steps required to enable self-service assurance of service operations and assisted diagnostics of customer services

Accountable for ensuring the customer, affiliate care organisations and service operations have the tooling required to support the most common problems experienced and route to the most suited resolution path

The planning horizon is annually in support of a typical service lifecycle and introduction of services to live operation.

Roles & Responsibilities

Responsibilities

* Consults with Customer, Marketing, Digital and Technology areas of the business to build an understanding of problem areas and identifies solutions and feasibility
* Determines technology quality standards to achieve business needs and audits accuracy and effectiveness of the solution
* Provides definition of diagnostic logic of customer facing services through to resource level resolution across a wide-ranging area of services and business processes
* Recommends the potential for automation, assessment of the costs, potential benefits and risks based on the synthesis of the voice of the customer, design evaluation and user sampling
* Ensures service acceptance criteria are established based on the requirements of customer support areas and service operations to enable effective support when it has been deployed.

Skills, Experience & Qualifications

Role Fundamentals – Essential criteria

* Experience of defining technology diagnostic logic, ensuring tooling requirements are incorporated into programmes of work that directly impact services used by our customers
* Experience in service design thinking practices within the telecommunications industry
* Certified ITIL Expert

Level / Grade specific experience and knowledge

Candidates at this level should demonstrate:

* Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator
* Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams
* Will have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains. Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology
* Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts
* Will have a high-level, broad end-to-end understanding of our business and it’s operational performance and be able to demonstrate knowledge of working in a service-orientated environment
* Will be passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans. Can demonstrate the ability to gather, analyse and present information in business terms for management and leadership consumption
* Ability to work in a fast-paced changing environment that shows flexibility, resiliency, self-awareness and ability to support other team members
* Will have experience of working directly with partners to successfully deliver outcomes and will demonstrate an awareness of partner contracts

Domain specific knowledge & experience – Desirable criteria

For this role, candidates should also demonstrate:

* A deep understanding of operational support systems (OSS)
* Thought leadership in development of service diagnostics logic that directly contributes to the efficiency of operations teams spanning all types of service
* Demonstrable experience of driving automation in a complex technology environment
* Six Sigma Green belt qualification
Job description

Job Context

Purpose and Accountability

Accountable for developing great experience of customers receiving support from customer issue to resolution by ensuring accurate, automated and cost efficient diagnostics

Accountable for determining the information and logical steps required to enable self-service assurance of service operations and assisted diagnostics of customer services

Accountable for ensuring the customer, affiliate care organisations and service operations have the tooling required to support the most common problems experienced and route to the most suited resolution path

The planning horizon is annually in support of a typical service lifecycle and introduction of services to live operation.

Roles & Responsibilities

Responsibilities

* Consults with Customer, Marketing, Digital and Technology areas of the business to build an understanding of problem areas and identifies solutions and feasibility
* Determines technology quality standards to achieve business needs and audits accuracy and effectiveness of the solution
* Provides definition of diagnostic logic of customer facing services through to resource level resolution across a wide-ranging area of services and business processes
* Recommends the potential for automation, assessment of the costs, potential benefits and risks based on the synthesis of the voice of the customer, design evaluation and user sampling
* Ensures service acceptance criteria are established based on the requirements of customer support areas and service operations to enable effective support when it has been deployed.

Skills, Experience & Qualifications

Role Fundamentals – Essential criteria

* Experience of defining technology diagnostic logic, ensuring tooling requirements are incorporated into programmes of work that directly impact services used by our customers
* Experience in service design thinking practices within the telecommunications industry
* Certified ITIL Expert

Level / Grade specific experience and knowledge

Candidates at this level should demonstrate:

* Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator
* Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams
* Will have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains. Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology
* Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts
* Will have a high-level, broad end-to-end understanding of our business and it’s operational performance and be able to demonstrate knowledge of working in a service-orientated environment
* Will be passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans. Can demonstrate the ability to gather, analyse and present information in business terms for management and leadership consumption
* Ability to work in a fast-paced changing environment that shows flexibility, resiliency, self-awareness and ability to support other team members
* Will have experience of working directly with partners to successfully deliver outcomes and will demonstrate an awareness of partner contracts

Domain specific knowledge & experience – Desirable criteria

For this role, candidates should also demonstrate:

* A deep understanding of operational support systems (OSS)
* Thought leadership in development of service diagnostics logic that directly contributes to the efficiency of operations teams spanning all types of service
* Demonstrable experience of driving automation in a complex technology environment
* Six Sigma Green belt qualification
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