6182 Business Analyst
il y a 2 semaines
Are you a Business Analyst / Project Manager and eager to consider a new project?
How about a role at a large telecom and entertainment company in MECHELEN?
General information
**Duration**: First contract is for 3 months with rolling extension.
**No. of working hours**: 40 hours per week
**Location**: 2 day(s) per week in office in MECHELEN
**Contract type**: payroll
**VISA sponsorship**: Yes
What is the project about?
You will be working in the Operational Readiness team and thus the official name for this position will be called Operational Readiness Specialist. The Operational Readiness team is the link between the change teams and the operations within the Business Customer Service organization. The goal is to implement changes in a controlled way so that the operational functioning of the Customer Service organization is disrupted as little as possible. You play an essential role in this to correctly assess, adjust and implement any kind of change within the organization in a controlled manner.
You will represent the Customer Service organization in the TaWoW change organization. Monitor the operational impact of epics and facilitate/support solution selection. Advise on the best approach as well as necessary resources and internal/external resources.
**Responsibilities**:
- Prepare requirements, present them to the CS organization and Business Owner(s) and identify further requirements and conditions with them.
- Monitor the changes and adjust where necessary.
- Primary goal is to get the agreed upon requirements delivered within the initiative, as well as preventing deviations from process standards. Including contributing to the implementation of the operations roadmap.
- Perform BAT, regression and testing to validate the developed and delivered functionalities.
- Together with the communication officer, you will be responsible for managing the Business knowledge base i.e. coordinating article creation, review, publishing and translation work.
- Preparing and supporting briefings and trainings towards the CS organization.
- The point of contact within Customer Service for own department and all other departments, follow-up, execution and full change management of projects (this includes operational impact analysis of products, projects, coordination of analysis workshops with external parties and/or IT)
**About the client**:
This client is a provider of media, telecommunications and entertainment services. They are a leading provider of converged connected entertainment and business solutions. They provide connectivity, entertainment and business solutions. They want to enable and inspire customers to get the most out of their digital lives and businesses. Through the innovative products and the qualitative customer services, they want to respond to their customers’ expectations, offering them the best possible experience in the digital world.
**Requirements**:
- A minimum experience in operational or customer services sector of 5 years is required.
- Affinity with call center/help desk support processes and procedures (mainly technical but also administrative)
- In-depth technical knowledge of the various connectivity, hosting, entertainment, networking and security products, their specifications and operation and especially how to recognize and analyse technical problems
- Knowledge and experience about BPMN 2.0 (this training has been followed, or willing to follow it in the short term)
- Communicate efficiently and clearly so that input is correctly and completely transferred and incorporated into projects. Ensures correct interpretation
- Proactively inform on the progress of assigned projects and changes to all stakeholders.
- Good knowledge required of English (both speaking and writing); all projects are described in English (requirements documentation, IT functionality etc.) and project meetings take place in English when necessary.
- Excellent knowledge of Dutch, both written and verbally since you will work alongside an entire Dutch team.
- Keeping an overview of large amounts of information and distilling the relevant issues for Customer Service from it.
- Have a clear and transparent communication
Does this role spark your interest? Then please provide me with your most recent resume and contact details, so that we can discuss this vacancy more detailed by phone
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