Workflow BA - Senior

Location: Plano
Posted on: October 19, 2024

Job Description:

Responsible to build and optimize Workflows used for Technical Support of customer?s Products and Services. Whether Customers contact a telecom via a Self-Service channel or via a Technical Support Consultant to assist in faults. The workflows must deliver a consistent, high quality customer experience.

Responsible for the delivery of a high quality customer design processes that are user friendly and intuitive for consultants both onshore and offshore. It is desirable to automate the process wherever possible so an ability to understand a telecom?s OSS/BSS systems and their data is a requirement. The ideal candidate would have experience and passion for solving problems with digital products and services, possibly even direct experience as a Customer Service Consultant.

? Implementation of quality programming & workflow practices, complex logic via troubleshooting workflows in the Motive CSC applications.

? Optimize use of integrations and liaise with integration business owners to be used by Motive CSC & SMP applications.

? Interpret reporting data and reporting efforts of identifying data points that need to be tracked for optimization purposes.

? Support the Business Specialist Subject Matter Expert (SME) in developing the appropriate workflow in the SMP & CSC applications.

? Consults with Business Specialist SME to determine current and ongoing product support and system requirements / changes as required.

? Assist in the deployment initiatives to improve specific systems and their interaction with support processes.

? Identify opportunities to improve the customer troubleshooting experience or improve productivity of the customer care call centers via workflow in SMP & CSC.

? In conjunction with the SME, assist implementing and continuously improving processes, products and systems to optimise performance.

? Provide support and quality advice with process activities.

? Provide advice and guidance to relevant areas to enable integrated We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.

Keywords: , Fort Worth , Workflow BA - Senior, IT / Software / Systems , Plano, Texas