Technical Analyst - Midrand, South Africa - Jurumani Solutions

Jurumani Solutions
Jurumani Solutions
Verified Company
Midrand, South Africa

2 weeks ago

Thabo Mthembu

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Thabo Mthembu

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Description

The ONB Technical Analyst works within a business operational context and is
assigned _or _
dedicated to any one or more of the functional domains listed below.

This role involves delivery of support functions according to Vodacom Enterprise Technology business processes, guidelines and policies. Compliance to documented processes as per the Refinery processes repository is imperative.


1. Level 2 Support Function

  • Execute tasks and functions to
    deliver problem resolution and customer support.
-
Analyze daily ONB Service Request reports and ensure appropriate action is implemented to manage problem resolution according to SLAs and KPIs.
-
Optimize support task execution, reduce mean time to resolve (MTTR) and ensure results are recorded and customer feedback provided.

  • Responsible for
    problem resolution; including all activities and procedures to appropriately expedite problem resolution to maximize customer satisfaction.
-
Prepare and maintain relevant service request (SR) documentation, including activity schedules, narrative and written reports, and visual progress charts.
-
Co-ordinate testing and re-testing of implemented ONB solution defects (fall-out) and issues in an effective manner.
-
Perform manual regression testing of the customer's implemented ONB solution when relevant.
-
Document completed service requests (successes and challenges) and communicate findings and lessons learned to line manager.
-
Enhance the ONB solution through process and system update contributions.

  • Identify
    opportunities for improvement of current ONB processes.
  • Align with
    test programme for change request implementation.
-
Continuous improvement and process re-engineering.

  • Define
    solution test strategies and approach fitting the scenario.
  • On target / as per
    commitment to customer resolution conclusion and hand over.
-
Stakeholder coordination and communication.


2. Problem, Escalation and Order Management Function

  • Responsible for
    customer service, customer escalation resolution, complaints, billing queries, Order Management (add orders, new orders, delete orders and cancellations) and decommissioning of installations.
  • Investigate customer
    escalations and resolve in full; do a cursory analysis within x hours after issue was received to address customer / order problems and provide feedback according to the agreed OLA / SLA.
  • Billing responsibilities include investigation and resolution
-
Order Management responsibilities include investigation and resolution of all order permutations and aspects according to Vodacom Business guidelines and processes.

  • Responsible for
    billing fallout and revenue leakage investigations and resolution thereof.
-
Decommissioning Management responsibilities include investigation, and removal of all solution components according to Vodacom Business guidelines and processes.
-
Improve and expedite quality of order execution, to deliver on time, on plan, first time right. Do lessons learned sessions with provisioning team(s), schedule and facilitate 'retrospective' meetings.
-
Compile and deliver customer feedback, Service Improvement Plans (SIP) and management feedback.

  • Guide
    Customer specific solutions and training.
  • Maintain / Develop documented tracking of problems solved to establish a knowledge base for ONB team.
  • Identify
    opportunities for improvement of current ONB processes to improve customer satisfaction and conversion rate.
  • Assist to resolve order, billing, cancellation, decommissioning problems and issues.
  • Stakeholder coordination and communication.

3. OSS\BSS Features & Enhancements, Testing, Device Support
-
Enhancement of the ONB solution through process and system updates.

  • Identify
    opportunities for improvement of current ONB processes and Systems (including OSS, BSS and other Digital tools and enablers).
-
Support IT, System Support Teams and Programme Manager with initiatives and customer support.

  • Responsible for and participate in
    billing fallout and revenue leakage investigations and resolution thereof.
-
Align with OSS/BSS / VoIP Desk Phone test programme and for change management implementation.

  • Continuous
    improvement and process reengineering.
  • Define test strategies and approach fitting the scenario.
  • Execute
    testing for projects / software release.
  • Maintain / Develop documented baseline test plan(s) and have stakeholder analyses in place.
  • As
    ONB super user assist ONB value chain participants.
  • On target
    test completion with little to no production issues.
-
Train the ONB team and team change management to ensure adoption of new functionality is achieved.
-
Assist to resolve system, VoIP Desk Phone, and configuration issues.
-
Investigate customer escalations and resolve.

  • Guide customer specific solutions (CSS) and training.
- ** Maintain documente
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