Analyst Technical Consultant Job in Global Cloud Xchange

The Jr TC needs to understand Change Request requirements and produce a technical solution with accurate cost and design, in line with predefined solutions and to provide monthly quality of service reporting to all customers.

Understand the predefined solution templates and complete Change Requests also capable of manipulating the solution for minor alterations.

Working towards SLAs to meet customer expectations with regards to providing solutions, reports and quotes in a timely and professional manner.

Duties and Responsibilities

• Process customer and internal Change Requests in line with agreed timescales/SLAs
• Ensure any designed solution that is altered for minor changes is validated by a Technical Consultant and fully documented for handover to the delivery teams in line with company processes
• Ensure all hard costs are correctly entered to Change Requests
• Undertake Implementation engineering activities to fulfil customer requirements
• Support Account Teams with investigation of missing data in Remedy Change Management system
• Run a standard suite of reports from Remedy for each customer, check the output of each and provide to the relevant service manager within the relevant timeframe stipulated in the customer contract
• Maintain a schedule of which customer receives which type of reporting, and ensure that customers who cancel and new customers are reflected accordingly
• Run summary reports from the Access database (NMC reports) for those customers designated to receive them. Paste them into the template and send to the service manager
• Compile SLA scorecards for applicable customers, information is drawn from various systems, databases and reports
• Analyse and provide network performance reports to Account Teams where requested
• Identify recurring process issues and provide feedback to the line manager for process improvement. Highlight ideas for continuous improvement throughout the business

Key Performance Indicators

• Performance against Service level Agreements to provide a quote for a Change request raised by the client
• Quality and speed of reports produced
• Accuracy of data entry in cost, technical detail and completeness
• Technical Competence

Contact with Others

• Internal = All departments Sales, Pre-Sales, Engineering, Operations, Product, legal, Finance
• External = New business and existing customers, some suppliers including 3rd party partners, 3rd party consultants

Qualification & Experience (E = Essential; D = Desirable)

Educational / Academic Qualification

• E = Degree in Information Technology or Business Studies, or Engineering based degree/diploma
• D = Cisco Certification

Professional Certifications / Additional Qualification

• D = Association of Proposal Management Professionals

Experience (Min. years)

• 4 8 years

Candidate Specification

• 4 + years demonstrable, successful Technical Solution in a dynamic IT or telecommunications environment
• Numerate, commercial & with good written English skills, especially in producing sales-oriented written content
• Able to work to tight deadlines and produce solid work that is both correct and to a high standard
• Attentive to detail
• Fluent in English
• Highly self motivated and work well under pressure

Technical / Functional Skills (E = Essential; D = Desirable)

• E = Deep knowledge of networks, managed services and Cloud computing
• E = Strong written (English) skills with a particular emphasis on sales-oriented writing
• E = Good skills with all Microsoft tools (especially Excel, Word, PowerPoint)
• E = Capable of bid storyboarding , integrating a sales strategy and developing customer-specific sales messages
• D = Commercially aware and knowledge of a variety of commercial deal structures

Competency & Behavioral Skills (E = Essential; D = Desirable)

• E = Good communicator internally and externally
• E = Consultative customer skills
• E = Result Orientation
• E = Problem solving & decision making skills
• D = Analytical skills and data manipulation
• E = Team & Relationship Orientation
• D = Board level relationships (CIO/IT Director)

Job Type

Full-time

Employment Type

Permanent