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


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.

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

- 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)