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Job Description As a Digital Provisioning Error Management Analyst, you will work to improve digital provisioning error management over time, which automatically and proactively remediates O2A errors before they negatively impact customers and agents. This will involve working with process and operational analysts to understand key capability issues, and then driving capability enhancements through the agile development model (requirements, solutions, test and launch). You will also work to embed changes across impacted groups.
In doing so, you will contribute to the transformation of this space to a digitally fit experience for our customers, frontline staff and users. Key Responsibilities Analyze and interpret error management data trends to draw deep actionable insights to drive onsite digital provisioning optimization in real time and strategy Lead components of process design activities and solutions by using problem solving techniques and continuous improvement methodologies such as Lean, Six Sigma, and Human Centre Design to accelerate operational, productivity and customer experience improvements and metrics across Telstra. Identifies and acts to address process controls associated with current and proposed processes against business objectives and ensures alignment.
Applies detailed process knowledge to analyze business and customer requirements and provide innovative solutions by leveraging process re-engineering and automation technologies and frameworks. Lead and contribute to a continuous improvement culture through coaching and training of continuous improvement methodologies and industry best practice to the wider team. Gathers data from numerous sources to generate meaningful insights to understand how processes will perform before implementation and applies problem solving techniques such as ‘what if’ analysis and scenario modelling to identify risks to build a successful future state process.
Analyze and interpret error management data trends to draw deep actionable insights to drive onsite digital provisioning optimization in real time and strategy About you To be successful in the role, you'll bring skills and experience in:- 2-3 years’ experience in an O2A Provisioning environment Excellent written and verbal communication skills to converse with both business and technical stakeholders of varying levels. Extremely proficient in order/service provisioning and digital analytics Experience in Amdocs provisioning, Salesforce, Siebel, DXP, NPS and other various data sources within Telstra Experience in Panviva, Signavio, Agent Console Case, Service Now and ITAM. Agile experience Must be comfortable working with a high degree of autonomy and possess first class interpersonal skills.
Ability to work in a fast-paced, high volume, agile and nimble environment that fosters a culture of collaboration and ownership from its people. Must have a sound knowledge of B2C connectivity services such as FTTP/C/B/N, HFC, Fixed Wireless, Fi....