Why this role matters
Config Hub Analyst Service Delivery is a role under the Contract Tooling Solutions organisation. The role will be responsible for migrating Global customers on existing Service management tools such as Expedio OM/RM, iGenesis, BGS, which is our strategic Service Request management tool.
The key purpose of the role is to provide Technical Consultancy for all delivery led activities that support the GS Complex Contracts - Service Delivery estate (inc New Business and Complex Contracts Delivery on systems as Expedio, BFG, BGS, Geneva, GFP, DOC1, GSEDW, OBI, etc.) and ensuring these are appropriately aligned and supporting/ enabling realisation of the strategy.
Ensure that technical requirements are understood by immediate stakeholders and deliver the desired business outcome with focus on the customer experience. Capture technical requirements and verify that they meet stakeholder needs.
Also, Responsible for end-to-end for the Service delivery within Config Hub from a Business Analysis, Configuration and Troubleshooting perspective. Expectation is for the individual to work on delivering multiple contracts simultaneously in the Service Delivery area
What you'll be doing
Check that the customers experience is built into solutions explicitly.
Review designs to ensure compliance
Managing costs against affordability and benefits as well as able to propose alternate approaches to remain within affordability constraints.
Validate that the technical solution will meet the requirements.
Tracking technology change through its lifecycle to ensure that technical outcome required is achieved.
Apply quality standards required to deliver the solution, liaise with release planning teams, meet release milestone dates, and gaining evidence that the solution meets the requirements.
Apply local governance, ensuring a plan, risk, issues, assumptions and dependency tracker is in place
Analysing product/service performance to identify detractors and opportunities and build change definitions to improve them
Ensure User Interface is simple and easy to use providing a great customer experience
Required Candidate profile
We'll also need to see these on your CV
Excellent communication, analytical and problem solving skills.
Service Delivery Tools hands-on is a must, Lead to Cash Domain Knowledge, Agile methodology experience would be an added advantage
Knowledge of Order and Request Management is required.
Expertise in Sevice Reuest management tools in the market such as Expedio OM/RM, Geneva, Oracle BI etc.
Identifies key issues and patterns from partial/ conflicting data and can take a broad perspective to problems and spot new, less obvious solutions. Manages own time to meet agreed targets.
Adapts information/style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement.
Creates informal networks with key contacts within own area.
Has a comprehensive understanding of professional communities relevant to the LOB and uses the PC development framework to maximise the potential of themselves, their team and the wider BT team
Technical Knowledge of performance management tools in BSS domain
Understanding of Telecom Processes
Proven communication skills
Exepedio OM/RM, Geneva, Oracle BI, BFG etc.
Experience of successfully resolving customer business impacting in-life issues for global managed contracts during migration.
Customer facing experience
Working knowledge of requirements capture tools and techniques