Technical Implementation Specialist – Service Delivery

Found in: Resume Library US A2 - 1 week ago


Charlotte North Carolina, United States Brightspeed Full time
Job Description

Brightspeed has an exciting opportunity for a Technical Implementation Specialist – Service Delivery to join our rapidly growing team We are building the first cloud-enabled telecommunication that provides a simple and seamless customer experience.

As the Technical Implementation Specialist – Service Delivery, you will be critical to help us innovate the service delivery functions of our Field Operations clients in the Mass Markets, Enterprise, and Wholesale domains. You will work closely with IT and Business Operations leads to ensure alignment of long-term goals and visions for a unified platform experience.  The principal purpose of this role is to drive automation, process efficiency and customer service support for all underlying network and operational process for front line field technicians, and technical support agents.  This position will report to the Sr. Manager Service Delivery & Dispatch.

As the Technical Implementation Specialist – Service Delivery your responsibilities include:

Help develop a scalable and robust cross-domain system stack that caters to Mass Markets (MM), Enterprise, and Wholesale (E&W) customers’ needs and business outcomes

Help create cohesive cross domain MM and E&W operational system support (OSS) and business system support (BSS) stacks that allow a seamless experience and internal cost efficiencies while maximizing system platform, network capabilities        and customer experiences

Drive a cohesive client-based service for the Field Ops Service Delivery organization with IT partners to deliver and maintain an accurate and efficient technical domain

Drives the execution of service delivery capabilities through workflow enhancements, self-service, and automation

Support existing TSA’d, cloned and hybrid Field Operations platforms for Legacy, Legacy GPON & QF including but not limited to:Servicenow Suite BOSS OM, BOSS AX, BOSS SA

IQ Geo, AMS

Ensemble

eShop

Martens

IMPROV

Automate

Optius/Odin

LoopQual

Open Switchgate

OmniVue

Drive requirements and develop a feedback loop to inform prioritization of Service Delivery Workflows, Knowledge Support capabilities, and rethinking the customer experience

JIRA and INC life cycle management including requirements, ticket tracking, reporting, communication, and escalations

Participate in outage management/ skills availability for resolution and RCA, driving resolution and communication to clients

Key Workforce Management functionality:New platform Order orchestration

Legacy technical tech assist contact rate

Case Management

Lead operational readiness for new Service Delivery product launches through ORT, Alpha, and Beta to deliver innovative solutions

Help develop, design, and drive the technology roadmap for the most effective Service Delivery platforms relative to supporting Brightspeed Fiber along with legacy products relative to Agent and Field Tech experience - ultimately drive a highly automated and cohesive ecosystem vs. add on solutions

Drive new hardware and software integration into SOM while not negatively impacting Field Tech and Center Agent KPIs

Drive a heavily automated Service Order Management orchestration service delivery platform enabling scalability through 98% flow through/ no touch

Lead Field Tech Assist reduction efforts to drive positive KPI improvement

Enable Tier I and provide Tier 2 & 3 support for Service Delivery functions

Ensure high availability, security, and performance of the system stack

Lead cross functional engagements with Digital, Product Lead, IT, Operations, and Technical Service Center leaders to identify areas of opportunity and prioritize workflows, content, features, and functionalities

Build relationships with third-party vendors, while driving strategic sessions to maximize our return on investment and expose service capabilities

Provide readouts on enhancements for service delivery, aligning, and presenting to leadership teams, highlighting risks, aligning on risk mitigation strategies



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