- Systems Analysis
- Customer Relationship Management
If you’re a smartphone user then you are part of an ever more connected and digital world. At Amdocs, we are leading the digital revolution into the future. From virtualized telecommunications networks, Big Data and Internet of Things to mobile financial services, billing and operational support systems, we are continually evolving our business to help you become more connected. We make sure that when you watch a video on YouTube, message friends on SnapChat or send your images on Instagram, you get a great service anytime, anywhere, and on any device. We are at the heart of the telecommunications industry working with giants such as AT&T, Vodafone, Telstra and Telefonica, helping them create an amazing new world for you where technology is being used in amazing new ways every single day.
As part of the expansion of its digital play, Amdocs recently Brite:Bill. Brite:Bill's design-led, user-experience experts turn the customer bill into a unique, customer-centric engagement channel. Brite:Bill’s technology and services transform invoices into a personalized, digital, interactive billing experience in the channel of the customer’s choice. The customized and engaging design reduces customer confusion around the bill, thereby cutting service provider costs around inbound inquiries, and also provides an engagement opportunity for service providers to promote new services.
In one sentence
The Business/Technical Analyst Specialist cares for the Level 1 Service Request tickets for resolution. The BA/TA will coordinate with L1/L2 Production Support to ensure the Service Request is completed. Also will mananage resolution of Service Providers subscriber complaints related to the billing and presentation of plans, services, voice/sms/data calls, equipment etc.
What will your job look like?
Ensure solution and development teams considering the operational and Non-functional espects in their design and development of change requests/enhancements to these applications requested by the customer.
Ensure daily reconciliation of Managed Services customer’s bill runs are completed
Ensure any discrepancies identified during daily reconciliation of Managed Service customers bill runs are documented and resolved.
Manage operational development, implementation and support of the Amdocs billing product BriteBill.
Coordinating and managing the production support team in fixing the code bugs identified in production related to these applications. Coordinating with release management and testing teams for the quality control and implementation of these fixes in production.
Performing code review of such fixes done by my team members.
Review and approve the daily Managed Services customer reconciliation reports
Provide results of daily reconciliation process to Managed Service customers for their approval.
Single point of contact (SPOC) for all customer inquiries associated with Brite:Bill’s Content Management System (CMS)
SPOC for all Managed Service customer’s CMS related reference files and updates
Provide all required CMS training as requested by Managed Service customers.
Provides daily Managed Services customer account status to Service Delivery Manager responsible for overall account support.
Daily operational scrum meetings with L1/L2 Production Support team (internal)
Daily Operational Review meetings with Managed Services customers (external)
Working with solution and development teams during the design and development of change requests/enhancements to these applications requested by the customer to effectively handle the operational requirements or aspects of system.
Coordinate activities including User acceptance testing and implementation of these enhancements in live production system.
Act as a Liaison between Amdocs and Service Provider support teams in enhancing these applications for current and future needs.
Weekly Managed Services Customer release planning/ticket reviews meetings with concentration on service delivery tickets
When requested, participate in Customer Monthly SLA reviews
When requested, participate in Managed Service customer’s project planning and release meeting
Assist in the creation of weekly and monthly SLA metrics for Customer Support Team
All you need is...
~10 years' of experience in telecom industry and/or IT, with at least 5 years practical experience in business / system analysis, working with customer on requirement and business processes definition, in a variety of complex situations.
Customer-facing experience: Ability to lead and facilitate sessions, resolve conflicts and present solution using various methods (presentations, demos, business processes etc.) and
Wide knowledge & experience in set of products & master in E2E Business processes at least in one, if not most business domains
Wide experience in stakeholder/ client management
Computer Science or related Engineering Degree or Industrial Engineering and Management-Information System
Why you will love this job:
You will be able to use your specific insights and deep knowledge of customers’ business environments to influence decisions impacting customer to optimal solution design.
You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development
You will have the opportunity to work in multinational environment for the global market leader in its field