Telecom DATA ARCHITECT
Company: Orchestra Technology
Location: Plano
Posted on: May 15, 2022
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Job Description:
We are looking for a Service Assurance Analyst to join our
Wireless Networks team. You will be a key contributor providing
translation of technical issues and key performance indicators to
management. You will have your finger on the pulse of the 4G/5G
customer network, monitoring ticketing trends, make improvement
recommendations, and provide presentations of those indicators to
internal and customer teams.
Essential Duties and Responsibilities:
--- Provide proactive, in-depth ticket analysis for quality and
content, providing regular feedback to management and peers
--- Ensure the latest ticket status is provided to the
customers
--- Call quality sampling and suggestions for agent improvement
--- Continually analyze and improve existing support processes to
improve resolution time and customer satisfaction
--- Follow up on ticket progress internally and with customer to
identify and address ticketing cycle gaps
--- Ensure high severity issues (sev1 & sev2) are resolved to meet
agreed SLA requirements
--- Ensure lower severity issues (sev3 & sev4) are updated in a
timely manner
--- Collaborate and work with Remedy development team to enhance
ticketing system and identify improvements and needed features
--- Strong on customer support as well as data analysis of trends
and KPIs
--- Proven experience creating and delivering professional
PowerPoint presentations to upper management.
--- Strong MS Excel skills, ability to perform analysis, creation
of charts and graphs, and experience writing macros is a must.
--- Regular usage of dashboard tools (Power BI, Tableau, Business
Objects, etc.) to create visual displays for storytelling of
metrics
--- Heavy experience with incident management systems.
--- Strong oral and written communications skills.
Success Criteria:
--- Ability to become familiar with details of tickets opened for
the previous week and ready to speak to KPIs and address
opportunities for improvement both internally and with the
customer
--- In touch with SLAs with a proactive approach to reduce
violations
--- Propose process improvements which will result in lower SLA
violation instances and higher first call resolutions
Education, Work experience and necessary Skills & Attributes:
--- 3-5 years' experience with Bachelor's Degree or 6+ years of
experience
--- ITIL, Six Sigma, or similar certification
--- Current usage of dashboard tools such as Power BI or
Tableau
--- MS Excel advanced knowledge to include creating macros and
using complex formulas
--- Good knowledge of trouble ticket and knowledge management
systems
--- Experience in a TAC or other call center or customer support
function
--- Good analytical skills to investigate and evaluate trending
data
Necessary Skills and attributes:
The ability to plan, organize and prioritize multiple projects,
sales and simultaneous performance objectives. Work independently
in determining your personal work schedule to be productive. Work
in a team environment in order to achieve personal and team project
milestones and to complete assignments within established time
frames. Accept tasks and problems/situations that differ, requiring
creativity to search for optimal solutions, when only broad and
general guidelines exist for solving problems. The ability to
utilize implied knowledge of task alternatives and to make
spontaneous decisions using past experience and the guidance and/or
successful experiences of others. Demonstrated ability to interact
at multiple levels within customer organizations. Negotiate with
ability to convince others in a potentially adversarial
environment, including customer directors, managers, and staff with
opposing views to accept/approve plans, technical, and project
recommendations. Make professional technical presentations in
writing, through email, reports, or orally, to an audience with
highly technical skills, management, and operational experience.
Ability to achieve results within established time frames and
requirements. Develop accurate proposals and designs to meet
customer needs.
Physical/Mental Demands:
--- Must be able to work under pressure, sometimes with tight
deadlines
--- Work generally is performed in an office environment - may need
to travel 0 to 10%
--- Comfortable conducting presentations and speaking in front of
internal and external (customers, teams, and leadership)
Work is generally performed in an office environment. Operate a
computer keyboard and view a video display terminal at least 80% of
work time, including prolonged periods of time. Requires
considerable work utilizing high visual acuity / detail, numeric /
character distinction and moderate hand / finger dexterity. Any
movement and transportation of equipment is mostly under 25 pounds.
Performs work under time schedules and stress which are normally
periodic or cyclical, including time sensitive deadlines,
intellectual challenges and project management deadlines. Machines,
tools, equipment, and work aids include PC's, printers, copiers,
faxes and other equipment commonly associated with an office work
area. May require working additional hours beyond normal schedule.
Travel varies depending on position. Consistently demonstrates a
commitment to policies and procedures, including but not limited
to, attendance, confidentiality, conflict of interest and ethical
responsibilities.
Keywords: Orchestra Technology, Plano , Telecom DATA ARCHITECT, IT / Software / Systems , Plano, Texas
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