| Advertiser: | John Watts |
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| Job Title: | Mbusiness Support Consultant | ||
| Job Description: |
Impact Statement
The responsibilities of the M-Business Support Specialist is to ensure that: Application and database support services are provided as specified in the relevant customers Service Agreements and that Service Level Agreements (SLAs) meet or exceed the agreed Service Levels (SL). To assist the Operations Manager in the delivery of best practice operational and project services to Managed Service Practice customers. An element of account management and develop a close relationship with the customer(s). Role Summary Our client, a Vodafone company and the leading Microsoft CRM partner are currently recruiting for mBusiness Support Consultant. The responsibilities of the M-Business Support Specialist is to ensure that: Application and database support services are provided as specified in the relevant customers Service Agreements and that Service Level Agreements (SLAs) meet or exceed the agreed Service Levels (SL). To assist the Operations Manager in the delivery of best practice operational and project services to Managed Service Practice customers. An element of account management and develop a close relationship with the customer(s). Essence of Role Ensure that the appropriate systems and applications are installed, configured, monitored, managed and maintained in accordance with Company's policy and industry best practice'. Assist in the resolution of issues (incidents / problems) ensuring SLA's / OLA's are met. Know, and adhere to, all relevant customers' entitlements to support Interaction with the ticketing / call logging system and the maintenance of operating plans and schedules. Communicates effectively to the necessary parties (internal and external) when required in good time, keeping them up to date on issues impacting service. Ensuring that Managed Services processes are followed, whilst at the same time working to develop new and improved common methodologies and processes across the group Close liaison with peer groups, Team Leader and with Lead Management to ensure alignment of team activities with company goals Ensure the escalation process is followed on all high priority calls. Keep up to date with relevant product offerings and support policies in order to provide technically accurate solutions to issues. Develop new and enhance existing quality support methods and communication skills through seeking feedback and implementing successful and proven approaches. Produce reports on as per SLA to demonstrate the performance or status of any part of the system. Liaising closely with Service Desk personnel to ensure that calls are being actively managed and that sufficient data is available to enable informed and timely updates to customers Travel to the customer's site (as appropriate) to keep up-to-date with any changes to the systems or personnel. Perform after-hours duties during the customer's agreed change and maintenance window. Participate in any on-call or stand-by duties as required on a rostered basis. Technical documentation / run books on systems are kept up to date and in the specified format. Duties performed comply with health and safety standards, all accidents and hazards are identified and reported to management. Assists in the RFP process if required. Prepare SOW, where required. Assists in the implementation and ongoing maintenance of ITIL and MOF standards, processes and procedures. Assists the Operations Manager in the identification of post sales opportunities. Delivering small enhancements or corrections to customer systems Project initiation, proposal and management for Support projects of between 2 and 15 days duration. Works with Small Project Team and/or Technical Resource Group to ensure successful delivery. For new implementations or major upgrades: provide estimation and planning input to Project Manager, ensure a smooth transition from Consultancy and function as resource on project as required. Occasionally mentor trainee staff. Role Dimension Financial (limits/mandates etc.) 1. Account for your time utilisation within the call management system. 2. Ensure that all out of scope' or chargeable work is billed / logged accurately. Non-financial (customers/staff etc) 3. Understand client (s) SLA e.g., support entitlement, in-scope work, response times, hours of operation, penalty clauses etc. 4. Ensure that service delivery targets are met or exceeded. E.g., agreed Service Levels 5. Ensure client issues are resolved or escalated in an appropriate manner. Typical Outputs 1. Assist in the development and implementation of new or improved service delivery strategies and initiatives. 2. Occasionally provide service delivery support and training for trainee team members. 3. The ability to build and maintain working relationships with people is a key requirement in this position and effective communication is essential. Key relationships include those with: Clients, (both external and internal). 4.Team members Partners, Service Agents and third party service providers Account Managers, Site Service Managers and Capability Managers, and Line Management 5. All client documentation and run book information is kept up to date. 6. Systems are optimally configured and information contained therein is current e.g., maintenance of User accounts, pro-active system maintenance etc. 7. Manage the commitment to the approved service level agreement. 8. Involvement in service level meetings when appropriate. 9. Act as a point of contact for the customer if required. 10. Identify opportunities for new services business and bring these to the attention of the appropriate people. Technical/Professional Expertise Knowledge of the Mobile world, PDA's, Communications (GPRS, GSM, GPS) Proven experience supporting mobile applications Experience in installation and configuration mBusiness applications including customisation to JSP pages, setting up configuration data and writing database level functions and procedures using Oracle PL SQL Has worked on Mobile application implementation projects and provided small to medium enhancements to an existing system. Demonstrate an understanding of project lifecycle Applies knowledge effectively to establish root cause of defects. Possesses sufficient general business and technical knowledge to investigate incidents. Works well under pressure. Technical knowledge of relational database theory, database programming for one or more of the following products: Oracle, MS SQL Server, Sybase, DB2, or relevant other RDBMS. PL/SQL Knowledge in Oracle Databases (SQL Scripts, SP's, Triggers, Packages, etc) Knowledge of the Windows Server Platform Demonstrate an understanding of Workforce Management (WFM) business and systems. Demonstrate some knowledge of XML Excellent written and verbal communication skills. Experience of the following would also be an advantage: Experience with database performance tuning Experience with hardware performance tuning Experience with network performance tuning Experience of all project roles including Project Management Javascript Experience within support and project roles IBM Websphere IBM MQ Series Experience of integration to legacy systems and applicable software engineering concepts |
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| Skills Required: | GPRS, GSM, GPS, mBusiness applications, Oracle PL SQL, or other relevant RDBMS, XML | For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise. | |
| Location: | Staines | ||
| Job Type: | Permanent | ||
| Rate: | £35K Per Year Benefits: Benefits | ||
| Start Date: | ASAP Duration: N/A | ||
| Contact: | John Watts | Contact E-mail: | jwatts@rmsportal.com |
| Contact Tel: | 01256 885 983 | Contact Fax: | |
| Reference: | RMS 0143 | Added: | 25-06-2008 |
