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Specialist, Methods & Procedures


Bratislava or Kosice, Slovakia, Slovakia

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Location: Aupark center Bratislava or Kosice, Slovakia
Working time: US working hours ( 2pm - 10:30pm )

PICOE Process Engineer (Job Title: Specialist, Methods & Procedures): is responsible for developing and delivering the custom ITIL v3 disciplined process documentation to the AT&T Life Cycle Management (LCM) team for managing customers with a network contract associated to a new Retail-Outsourcing, IBM Go-To-Market and DXC Go-To-Market accounts. The Process integration lifecycle starts with a pre-sales Shamrock process, detailing the network solution and process deliverables for a new client. Focus is placed on Service Assurance (Example: Incident and Problem Management) and Service Delivery (Example: Change Management, Request Fulfillment & Asset Management) processes, with other ITIL v3 processes supported on an as-needed ad-hoc basis. The PICOE Process Engineer (Specialist, Methods & Procedures) documents the processes with our stakeholders (Customer SME, Transition Teams, GCSC, CLCM, PLCM, Workcenter, NI and 3PT). The Key milestones to meet are completion and approval of process documentation, successful Operational Readiness Tests (ORT) and on-time achievement of Service Commencement Date (SCD)

Roles and Responsibilities:

- Work with Process Lead & Transition Project Manager (TPM) to define Scope and Project Timeline for all process deliverables.
- Build Process Deliverables (LCM DLP / Job aids, Customer facing IA's, Customer Swivel Desk Job Aids, Customer Service Catalog) based on solution & Contract requirements
- Conduct Service Delivery and Service Assurance Process reviews (with both AT&T and Customer stakeholders), make process revisions based on feedback from stakeholders.
- Attend Transition Status Call (Core Team), Transition Dashboard review calls
- Assist Process Lead and Transition Project Manager with Tracking issues and Risks, escalate where necessary
- Support ORT - Preparation and walkthrough (Internal and external)
- Assist Process Lead to produce Deliverables Completion Matrix and Lessons Learned handoff to LCM & Transition Project Manager

Key Competencies and Skills:

Minimum of 2 years’ experience with the following:
- Working in a specific area of ITIL framework
- Creating and training on technical processes/documentation
- Utilizing various workflow tools
- Coordinating activities with matrix teams
- Direct external customer facing role
- ITIL V3 Foundation Certification
- Excellent Oral and Written communication skills
- Proficient in using MS Office Suite including MS VISIO and MS Project
- Advanced ITIL Certifications and

3+ years’ experience with the following:
- Telecom Experience
- Creating and training on ITIL based processes
- Working in an Outsourcing or Network Sourcing environment
- Work experience in an ITIL based environment

Education and Qualifications:

ITIL V3 Foundations Certification

Additional Information:

Salary from 1600 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.