Support the design or modification of business systems or information technology (IT) for the Optus Business IT systems
Interact with the business stakeholders and subject matter experts in order to understand their problems and needs
Gather, document, and analyse business needs and technical requirements
Ensure and review that the business/technical requirements are understood and translated to system design and procurement requirements that are consistent with frameworks and standards
Propose solutions to business problems and, as needed, design technical solutions
Document the functional and, sometimes, technical design of the system in compliance with the OB IT architecture
Interact with system architects and developers to ensure that the system is properly implemented
Create, document, and maintain technical requirements documents (including workflows and graphics in Microsoft Visio and Microsoft PowerPoint to represent project processes and/or business concepts), user manuals and testing documents
Assist with the creation, review, and management of change requests (CR) that are submitted for impact assessment
Assist in the development of enterprise lifecycle (ELC) document content, design documents and other documents in compliance with organization standards and guidelines and within the established deadlines and milestones
Create, maintain and update project templates, procedures, design specifications, and other project-related documents
Bachelor's Degree from an accredited college or university required; an additional four (4) years of related experience may substitute for degree
At least eight (8) years of relevant experience required
Experience in Telco enterprise required
Experience in Telco quoting and provisioning desired
Experience in soliciting and documenting requirements, technical writing and document preparation, and creating and utilizing test cases
Self-starter that does not require extensive guidance
Proactive communication skills with multi-site-located team
Understanding of business modeling and technical requirements identification processes
Experience in using Archimate modelling language desired.
Demonstrated problem-solving and structured analysis skills
Proficient presentation and facilitation skills
Experience in conducting systems analysis using design methodologies
Demonstrated ability to create process models, specifications, diagrams, and charts to provide direction to system programmers
Ability to communicate process changes, enhancements, and modifications – verbally or through written documentation – to management, peers, staff, and other employees so that issues and solutions are understood
Excellent verbal and written communication skills
Knowledge of Microsoft Office Suite
Demonstrated success in client support
Experience working under Agile software development methodologies
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases