Services Business Analyst ExteNet Systems
The Services Business Analyst will be responsible for planning, development and ongoing execution of a variety of services business and operations tasks and deliverables in support of a growing wireless technology services business.
This work requires the definition, development, planning, integration, production, maintenance and communications of information for internal, supplier and customer use including: services revenue; services cost recovery, services asset administration and maintenance; structured and unstructured services data and information management; customer entitlement administration; services supplier administration; workforce and supplier skills and readiness inventory; and a range of services business and operations performance metrics.
This position will work closely with, and will require excellent communications, teamwork and collaboration with the global services management team, global services staff, services suppliers, and other internal departments within ExteNet including Finance, Human Resources, Sales, Legal and IT.
Detailed Responsibilities Include:
Ownership and administration of customer entitlement management including billable service reconciliation and reporting in compliance with our policies and the commercial terms of our customer agreements
Ownership and administration of services test equipment, software license, and spares inventory asset and logistics management program
Information tracking and reporting in support of network service outage recovery efforts to ensure costs incurred are captured and reported for insurance and other cost recovery purposes
Information tracking and reporting in support of services revenue planning, forecasting and invoicing
10-12 years overall work experience, with minimum 5-7 years providing business and operations support in a customer facing technology services or wireless telecommunications related services business
5-7 years direct customer service and customer engagement experience
5-7 years directly supporting both centralized and distributed customer facing services professionals
5-7 years direct experience in the development, documentation and maintenance of work procedures, work standards, templates and instructional guides in support of a technology services business
Thorough knowledge of customer entitlement concepts and practices in a technology services business
Thorough knowledge of customer information and data security management and compliance concepts and practices in a technology services business
Thorough knowledge of customer ticketing and case management methods, processes and systems
Thorough knowledge of services business and operational performance metrics and reporting
Familiarity with current IT methods and practices in support of a technology services business that includes centralized remotely delivered customer services and distributed field delivered customer services
Proficiency with MS Office tools, including Outlook, Word, Excel, PowerPoint; Microsoft Project and Microsoft Visio
||Lisle, IL |