Provisioning Officer
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Job Details
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Provisioning Officer
Reference No.:
346402
Work type:
Full Time - Permanent Role
Location:
BrisbaneQLD - other
POSITION SUMMARY
The role of Provisioning Officer in the XYZed RC Integrated Product Team involves the provisioning of business grade DSL data services for Optus customers via various delivery methods and technologies and the completion of customer service orders within set Key Performance Indicators (KPI). Technical support and assistance with issue resolution will be provided by the team"s Network Engineers and Senior Network Engineers. Tertiary Engineering and/or Telecommunications qualifications are essential to this position.
The Provisioning Officer will be responsible for carrying out a subset of the design and data-fill duties of the XYZed RC Integrated Product Team
The team functions are:
ordering of copper (ULL) services from third party carriers
engaging third parties to ensure the timely delivery of services within the set Service Level Agreements (SLA)
resolving any issues relating to service delivery
allocation of network infrastructure, network circuits and IP Addresses
maintenance of network records
use of specific Optus provisioning systems, IP related databases and associated provisioning tools
KEY ACCOUNTABILITIES/MAJOR AREAS OF RESPONSIBILITY
Key Accountabilities
Required Outputs
Measurement Method
Importance
Provisioning of customer services across product suite.
• High level of competency attained per product.
• Demonstrated capability, accuracy and efficiency.
Critical
Contribute to team on-time-performance within forecast order volumes.
• CRD measures
• Backlog targets
• Individual and Team performance reporting.
• Task completion performance (rate; quality; effective escalation).
Critical
Ensure quality of work is within Key Performance Indicators
• Errors >1.5% of orders processed
• Service assurance fault code reporting.
Critical
Manage workload, adhere to processes and prioritise activities to ensure provisioning objectives are achieved.
• Ability to work unsupervised.
• Ability to use independent decision making skills
• Order status proactively monitored.
• Demonstrated time and workload management.
• TL/ GL feedback
Critical
Escalate any issues impacting service delivery quality or preventing on time task completion.
• TL/GL notified of any issues
• TL/ GL feedback
Critical
Contribute to IPT internal ongoing process improvements.
• Active participation in IPT process maintenance.
• Interaction within IPT on internal or external process issues/improvements.
• No process failures unaddressed.
• TL/ GL/peer feedback
• Demonstrated ongoing process improvement focus.
• Review of any process failings and subsequent process review/repair.
Important
Work closely with internal and external stakeholders to resolve issues with potential to delay delivery of services.
• Active participation in stakeholder engagement.
• Active team participation (meetings, process reviews, social events).
• Relationship building with stakeholders.
• TL/ GL/peer feedback
• Stakeholder feedback.
• Demonstrated ongoing stakeholder engagement.
Important
Follow all OH&S directives and promptly report all OH&S issues to TL/GL.
• OH&S policies adhered to and training annually updated.
• TL/ GL feedback
• Training compliance reporting
Important
MAJOR CHALLENGES / PROBLEM SOLVING
Maintain an up to date understanding of the work flows, procedures and support systems within a changing Network Provisioning environment
Maintain an up to date understanding of the Optus network and its supported features, facilities and services, and also of the equipment deployed in the network and its configuration
Comply with task due dates whilst maintaining a high quality of work output, and coping with fluctuating order volumes
Balance on time task performance with rework turnaround requirements
Work closely with non technical groups within Optus (Sales, Logistics, CFU interface teams, BNO Programs) to ensure that provisioning documentation is clearly understood and accurate
Manage competing priorities from the various CFU teams for the delivery of services from your IPT
Identify risks associated with delivery of services and develop a plan to manage risks
Solve network or site specific technical problems and understand when escalation to Senior Network Engineers / Group leader or other operation groups is required
QUALIFICATIONS/EXPERIENCE/KNOWLEDGE
Knowledge and experience required
Essential:
Working knowledge of TCP/IP, xDSL, ATM, Frame Relay and Ethernet, PDH/SDH transmission architecture, and the various network elements and configurations within a modern telecommunications network
A high degree of computer literacy including use of Word, Excel, Access PowerPoint, Outlook and FileMaker Pro
Desirable:
Degree, diploma or certificate in a relevant IT; Telecommunications or Engineering discipline
Experience with TCP/IP, xDSL, ATM, Frame Relay and Ethernet
Experience in data communications, protocols and CCITT standards
Experience in telecommunications or ISP environment
Knowledge of multiple technology platforms such as Cisco, Juniper, Checkpoint, Nokia GGSN, Alcatel NMS, Lucent DACS, Marconi SOA Huawei iManager; Lucent xDSL systems
Professional skills
Extensive administration and organisational skills/experience
Highly developed problem solving skills, co-ordination skills, and sound negotiation skills with the ability to influence others
Good interpersonal skills
Well developed conceptual thinking skills
Well developed written & oral communication skills
Good problem solving skills, co-ordination skills, and sound negotiation skills with the ability to influence others
Behavioural:
Commitment to Optus Challenger Culture and Optus values
Ability to manage own workload and to exercise independent judgement
Ability to work collaboratively in a team environment
Ability to work autonomously within broad guidelines
Ability to work under pressure of deadlines and complexity of task while maintaining customer focus and adhering to quality standards
Ability to be assertive when making decisions and communicating with workgroups
Ability to recognise problems and opportunities and act on them rapidly to continuously improve productivity and customer service level
Advertised:
22 Dec 2011 E. Australia Standard Time
Closing date:
13 Jan 2012 5:00pm E. Australia Standard Time
More information on this Job
http:/www.optus.com.au
Author Info:
Optus
Working at Optus
Choice, Growth and Flexibility
Each person is a unique and valuable part of our team. We strive to create an environment that appeals to the very best people in the industry, then provide them with a satisfying workplace and reward their performance.
We take pride in the progressive nature of our employment practices, and commitment to our wider community. Our people can donate to the charity of their choice through a Workplace Giving Program.
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