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Technical Analyst - IP Telephony (m/w/d)

Description

We are looking for an IP Telephone technical Analyst (m/f/d) for a service quality improvement of our energy client

Start: ASAP / June 22
End: December 2022
Volume: ca. 20 hrs / week
Location: Remote

We are looking for a consultant to analyse the current service and define improvement measure fine tune and better the service.

Tasks:
In the 1st Phase key is the analysis of the current “Trader Telephony Service Set-up”.Information from client´s technical teams and the external provider IPC needs to be collected to get a detailed process understanding.

The service process includes:
· IPC incident management
- evaluate how tickets are managed on behalf of trader
- analyse strengths and weaknesses within IPC support/user interface
- check integration into client’s ServiceNow based Incident and Change Management
· Trader Telephony maintenance activities initiated by IPC
- creation of a check-list how to conduct maintenance impact analysis
- analyse the change process of previously signed off client changes
- define timing and content of users maintenance announcements with clear impact communications, in particular concerning broker line configuration
· Review of the current End User device management
- verification of the hardware asset list: devices, users, profiles, locations, patched ports
- detail a checklist for end device troubleshooting
- describe dependencies on network cabling changes in particular with switch port cabling/patching
or ordering VLAN assignment at local IT contact
· Voice recording requests
- review the process of voice recording exports from portal
* by users according to client’s voice recording policy
* by client’s IT support in case of compliance checks

After As-Is process review the 2nd project phase will review the service health and the service quality improvement. Including:
· Analyze the Service Quality based on reported and managed incidents, feedback from a user satisfaction survey and IPC reports provided by the client
. Target to answer the following questions with the analysis:
· Document observations in a knowledge base for the client Support team
· Verify identified Improvement opportunities based on information coming from IPC and the client especially about impact for users with turret, soft client and Home Office resp. Office
· Deliver the results to client in a written report and presented at a service review
· Client will decide which Improvement opportunities be focused on
· Include in each of those proposed optimizations the following elements:
- problem statement, proposed mitigation, stakeholder impact analysis, dependency analysis, an indication whether the implementation needs to be done by either IPC and/or client
· Deliver all proposals to the Service Owner
Internal sign-off of every proposal/ initiate an implementation. However, the scope of work does include draft communications for all Stakeholders w.r.t. new/changed processes and or other changes

Skills:
- Experienced with IP telephony systems and solid networking skills
- Specific IPC knowhow is not mandatory, but beneficial
- Strong analytical skills

Michael Bailey International is acting as an Employment Business in relation to this vacancy.

Technical Analyst - IP Telephony (m/w/d)