Job Title: IT Systems Analyst
Salary: £45-55k
Location: Gibraltar / Remotely
RP International are currently partnered with a leading Telecoms provider in Gibraltar who are seeking an IT Systems Analyst. In this role you will be a subject matter expert in all technology, infrastructure, software and functions underpinning Communication Service Provider (CSP) Business Support Systems (BSS).
Scope and Remit
BSS operations:
- Reporting and tracking bugs, issues, and enhancement requests related to our Customer Relationship Management (CRM) platform.
- Collaborating with CRM suppliers to resolve software defects and improve system functionality.
- Deploying hotfixes and new releases using standard ITIL and ISO frameworks.
- Assisting frontline customer care teams with CRM-related issues, troubleshooting problems, and providing timely solutions.
Provisioning, orchestration, and fulfilment operations:
- Troubleshooting provisioning issues by understanding the underlying network functions and dependencies.
- Analysing provisioning requests, ensuring accuracy, and resolving provisioning failures promptly.
- Collaborating with network operations teams to optimize provisioning processes and maintain service quality.
- Implementing improvements to provisioning workflows for efficiency and reliability.
Product and service configuration:
- Acquiring in-depth knowledge of the Enterprise product catalogue structure within the BSS system.
- Configuring new products and services, ensuring accurate representation of offerings.
- Understanding the product structure and relationships within BSS (CRM), including bundling and dependencies.
- Proficiently configuring workflows that products and services can trigger, aligning them with customer requirements.
- Collaborating with business analysts, product managers and marketing teams to accurately translate product specifications into BSS (CRM) configurations.
- Performing regular audits to ensure the alignment of configurations with the evolving product and service portfolio.
- Supporting product owners with product-related inquiries, troubleshooting, and updates within the BSS (CRM).
- Providing training to relevant teams on how to effectively use and present newly configured products and services to customers.
Billing, charging & rating operations:
- Responsible for conducting billing and charging related operations.
- Investigating billing discrepancies, rectifying errors, and ensuring timely resolution.
- Collaborating with billing and finance teams to validate and reconcile customer invoices.
- Identifying opportunities to optimise billing processes and reduce billing errors.
- Configuring rating schemas.
Call Detail Record (CDR) and mediation operations:
- Understanding and supporting the mediation functionality, responsible for collecting, transforming, and processing network usage data.
- Collaborating with mediation system vendors to troubleshoot and resolve issues related to data collection, transformation, and aggregation.
- Ensuring the accuracy and integrity of data ingested into the mediation system.
- Implementing improvements to mediation workflows and data processing for efficiency and accuracy.
- Monitoring the performance and reliability of the mediation system, addressing any anomalies or bottlenecks.
- Working closely with data analysts to ensure timely access to accurate usage data for reporting and billing purposes.
- Providing guidance and support to internal teams regarding the use of mediation system data for analytics and reporting.
- Understanding of TAP & BCE.
Systems performance monitoring:
- Monitoring the performance and stability of the BSS & OSS ecosystem.
- Proactively identifying performance bottlenecks and implementing solutions to enhance system efficiency.
- Conducting regular system health checks and generating performance reports.
User Support and Training:
- Providing user support to internal teams and stakeholders using BSS systems.
- Conducting training sessions to ensure end-users understand and effectively utilize BSS tools and features.
Documentation and Knowledge Sharing:
- Maintaining comprehensive documentation related to BSS systems, including system configurations, procedures, and troubleshooting guides.
- Sharing knowledge and best practices within the team and across relevant departments.