Job Template - Consulting - Process design, Business Analyst - Service Assurance, SNOW, Workforce management
Prodapt
- Chennai, Tamil Nadu Guindy, Tamil Nadu
- Permanent
- Full-time
Should be able to independently run meetings, articulate/present a requirement, propose solution to the stakeholders (Product line, Operations, Tester, Developer etc).
Should be able to handle the queries from the stakeholdersDomain:
Should have good understanding of the Telco domain.
Should have in-depth knowledge in Service Assurance journey (both Processes and Systems)Functional:
Should be able to understand a given business problem and propose various solution options (process improvement, automation, system solution etc)
Should have hands-on in preparing the Requirements, Design documents, writing use cases, documenting process flows, write/review/execute test cases, performing business analysis
Should have analysed the Ops data, processes, provide insights and suggest improvements based on KPIs
Should have hands-on in creating Process diagrams, UML diagrams, E2E flow diagramsResponsibilities1. Process Analysis & Design, Business Analysis:
- Knowledge on Service assurance journey (Business Processes), Service Operations activities are mandatory. Knowledge on Service fulfilment business processes will be added advantage.
- Ability to conduct in-depth analysis of ASIS business processes across business function/teams.
- Collaborate with stakeholders to understand current workflows, pain points, and business objectives.
- Identify opportunities for process improvement and automation.
- Design and document TOBE business processes, incorporating best practices and industry standards.
- Create process maps and other visual representations to illustrate proposed changes, previous experience in BPMN tool would be an added advantage.
- Work closely with cross-functional teams to ensure alignment with organizational goals.
- Engage with different stakeholders to understand their roles/responsibilities in the service assurance journey, agree the process with various teams, walkthrough the agreed process and share the Process Design document.
- Knowledge on different process design tools like ARIS, BPMN etc is mandatory.
- Knowledge on Process Automation tools like Camunda, Appian etc), Process Mining tools like Celonis etc is desirable.
- Ensure the delivery of the collaterals conforms to contractual outcomes and timescales.
- Support the Programme and Project Manager in project planning, risk and issue management and the budgeting process.
- Should have led the team of atleast 4 members.
- Experience in working in Service Assurance related consulting exercises/proposals is desirable.
- Experience in working with Service operations team in improving their processes will be added advantage.
- Knowledge on Fibre Access Products is desirable.
- Must have exposure to deriving insights using data, should understand the existing process, identify improvements in the journey/processes, propose solutions on the identified improvement areas and provide consulting service to the telecom service provider.
- Identify trends and make recommendations for quality and operational improvement.
- Collaborate with leaders to understand key value drivers and challenges within their business units and determine the key metrics and insights that can help improve the business (Enhanced CX, Right First Time, On Time, This Time).
- Following BSS applications knowledge is mandatory - CRM, Fault Orchestration (both reactive and proactive), Engineering workflow management.
- Following Network OSS applications knowledge is optional - Inventory management, Configuration, Network Monitoring System, Element Management System, Test & Diagnostics application, Network performance management (monitoring, collecting data, reporting), Provisioning & Activation system, Incident and Change management system.
- Knowledge on reactive fault journey is mandatory and proactive fault journey is optional.
- Knowledge on Service Now modules CSM, ITSM, TSOM, CMDB will be added advantage.
- Accountable for defining the solution design of OSS/BSS solutions in adherence to the architecture, customer requirements and contractual outcomes.
- Produce and support the production of High Level Designs, Low Level Designs.
- Knowledge on APIs, Frameworx, Microservices, UML, TOSCA, NetConf/YANG, CI/CD, REST/Webservices, JSON, Postman, Agile Development is desirable.
- Ability to engage in technical discussion with IT teams.
- Collaborate with IT teams to identify and implement technology solutions that support process improvements.
- Ensure seamless integration of technology with redesigned processes.
- Engage with clients to understand their specific business processes and requirements and also present ASIS and TOBE workflows.
- Provide consulting services to clients, offering insights and recommendations for process enhancements.
- Ability to work with stakeholders to create and define problem statements and root cause analysis
- Create and gather requirements from stakeholders, ensuring documentation is complete, understandable, and unambiguous
- Validation of this documentation with stakeholders
- Capture and report back essential information from meetings
- Able to write user stories for different skill sets, e.g. UX/UI and coders
- Familiar with using Jira in terms of user story creation
- Use of collaboration and presentation tools like Mural
- Ability to work across several squads to fulfil the Process design role - when and where most needed
- Ability to analyse, summarise, and interpret data. Nice if they can use Adobe Analytics but not essential
- Understanding of Agile methodology
- Track deliveries and attribute/report back on associated impact
Min Experience (Years):5
Max Experience (Years):12