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Technical analyst – UK

Greater London Contract £400 - £500 per day

Technical Analyst – UK

Rate: £400 – £500

Duration: 6 – 12 months

Start: Now


In this role the Technical Analyst will assess existing processes across Life cycle management of Fibre based products and propose Processes and workflows which are standards driven, to drive common framework for order, fulfilment, and service domains for multiple network providers.
This position will drive forward the standardisation and consistent ways of integration with various network service providers. It will reduce customisation in Service order domain and reduce Onboarding time for new network providers.

How will I add value in this role?

  • Analysing network provider processes for various lifecycle of products such as Lead to order, Order to activate, bill to cash, customer communication and business process between CSP and network service provider.
  • Organise meetings and workshops with various stakeholders and business process owners to map out existing challenges and variants of processes according to technology and product type.
  • Identify existing system and their interaction in the process, and document them
  • Building the playbook incorporating process and workflows which lays out foundation of consist engagement framework with Alt net providers.
  • For each process, define services and standard service specifications e.g.

Proficiency Levels: (1=Aware, 2=Familiar, 3=Proficient, 4=Expert)

  • Lead to Order processes: Proficiency Level – 3
    • Address Matching (UPRN Standard?)
    • Availability Service
      – Installation Types
      – Installation Lead Times
      – Non-Standard (ie dynamic lead times and pricing)
    • Appointing Service
      – Appointment book and reservations
      – Extended options (OOH/Evenings/Weekends)
    • OrderFulfilment
      – Additional installation options (CPE/BBU/In-home location/Speed check/STB)
      – Additional voice install options (VoIP/VRI)
      – Product profiles
      – Happy path KCIs 1, 2 and 3 statuses
      – Engineering pre-visit comms/contacts
    • Amendments and Cancellations
      – Reappointments, Contact Details, Options
    • Unhappy path jeopardy cases
      – Response codes (warnings and rejections)
      – Pre-visits, Delays, Customer missed, Supplier missed, Aborted visits
    • In-life Modifies
      – Product profiles
      – In-life revisits (ONT shifts, install options)
    • Working Takeovers and Unsolicited Notifications/Ceases
    • Standard Ceases
  • Assurance processes – Proficiency Level – 3
    • Ticketing
      – Raising, Amends, Updates, Resolution
      – Statuses and Closure codes
    • Diagnostics
      – Service Tests (up/down, PON statuses)
      – Pending Incidents
      – ONT (Dying gasps)
      – Visits and Appointing process
  • Billing and Invoicing – Proficiency Level – 2
    • Invoice and backup file formats
    • Charged Items
      – new installs, install options, extended appointments, soft re-starts, switching, failed visits, late cancellations, early terminations
    • Credit and SLA Items
      – include Auto-compensation considerations for EU credits (triggers for supplier missed events for both Orders and Repairs)
      examples of contractual customisations
      – discounted periods
      – migration incentives
      – appointment book offer failures
  • eTOM Processes and knowledge of Fixed Line : Proficiency Level – 3
    • Extensive working experience on defining eTOM based process and knowledge of SID information model.
    • Fixed line domain business processes and Technical process level knowledge
    • Understanding the complete lifecycle management of fixed line products and interactions with service providers such as Network service providers, Logistics providers and WFM flows.
    • Extensive experience on catalog driven orchestration and EPC based model and how it drives workflows in service fulfillment domain
    • Deep understanding of network technologies and how technology choice impacts ways of working
    • eTOM level 3, level 4 process knowledge
    • Understanding of telecom, and E-commerce application
  • Other Skills : Proficiency Level – 3
    • Creating documentation to the agreed standards and obtaining sign off from the relevant stakeholders
    • Working closely with SME’s across the business and seen as anchors for various domains e.g. service management, network provisioning
    • Preparing weekly status updates to the OSS Manager so they can complete their weekly report
    • Escalating any issues affecting the target delivery date to the OSS Manager in a timely manner
    • Good communication skills to be able to work as a team, highlight risks/ issues early, challenge requirements/ push back on what is wrong
    • Good problem solving skills and focus on continuous improvements

    Job Information

    Job Reference: JO-2107-244002
    Salary: £400 - £500 per day
    Salary per: day
    Job Duration:
    Job Start Date:
    Job Industries: Senior Appointments
    Job Locations: Greater London
    Job Types: Contract

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