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Senior Specialist, Global Services Business Application

Requisition Number:  11775
Contract Type:  Permanent
Location(s): 

Manassas, VA, US

The Global Program Office department is responsible for driving strategic and transformational Programs for Global Services. Also responsible for Program management of Quality assurane and Customer profitability initiatives and working with cross-functional teams to drive business objectives and facilitate operational excellence & Analytics for Global Services. 

This role will be supporting head of Business Application within Global Program Office to drive key initiatives of Global Services such as Common Ticketing across NOCs, Automation of workflows, Field Operations Tools, etc. Will be supporting to gather business requirements from various users within and outside Global Services covering both support and customer facing teams and then aligning them with IT for delivery via existing or new Tools. Will be working closely during Implementation and post go live phases.

 

Extended Job Description:

 

 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

 

  • Works closely with respective user functions, cross-functionally, to define and follow-up the scope, deliverables, and timelines for the execution of existing and new Initiatives / Programs for BSS systems. Supporting business requirements gathering for new requirements & Change Requests
  • Ensure the coordination with all involved departments from a systems point of view to drive automation of workflows across Global Services and relevant non-GS functions in workflow
  • Supports head of BSS to coordinates with stakeholders in a smooth, transparent and efficient way regarding Program issues and decisions to be taken
  • Identify, evaluates, and overcomes Program risks & gaps and escalate appropriately for resolution
  • Designs and produces accurate and timely reporting of project status throughout its life cycle
  • Support to align operational Processes across all NOCs serving Global Services (Networks & Video) to promote and leverage efficiencies and common methodology
  • Create training materials & Perform Online / On-site training to end users
  • System testing before handing over to end users
  • Drive documentation via IT Project & Operations team
  • Support head BSS to drive IT operations to meet SLAs for both Operations and new requirements
  • Provide tactical support on service improvement initiatives working with Analytics team to drive improvements via KPIs 

 

COMPETENCIES

 

  • Innovative mindset to drive Automation for efficiency across operations via workflows
  • Strong team player with an ability to communicate, coordinate and lead cross-functional, remote teams from various cultural backgrounds
  • Attention to details, high-quality approach towards work
  • Highly skilled in the preparation of verbal and written technical communications and presentations, including assessments and recommendations for senior company leaders
  • Capacity to prioritize tasks based on high-level project objectives and schedules
  • Capacity to adapt to challenging and dynamic project requirements and schedules
  • Self-driven, goal-oriented, and forward thinker

 

QUALIFICATIONS & EXPERIENCE

 

  • 3-5 years of Hands-on experience of NOC operations and strong fundamental understanding of NOC processes and workflows
  • Bachelors/Master's Degree in Engineering, Information Technology or equivalent
  • Proven experience managing multiple stakeholder groups in decentralized and geographically distributed teams
  • Training capabilities
  • Experience in customer service, in-depth understanding of customer experience and its meaning
  • Good command of MS Office package (Word, PowerPoint, Excel, Outlook)
  • Fluency in English, any other language is considered an asset
  • Understanding of basis project management
  • Willingness to travel internationally

WHAT'S IN IT FOR YOU?

In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support you’ll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. We’re proud to belong to the SES team and collaborate towards success.

 

GOOD TO KNOW

SES and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and/or other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a “protected individual” as defined by 8 U.S.C. 1324b(a)(3), or eligibility to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.


Nearest Major Market: Washington DC

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