Technical Analyst

The ONB Technical Analyst works within a business operational context and is **assigned **_or _**dedicated to any one or more of the functional domains listed below. **This role involves delivery of support functions according to Vodacom Enterprise Technology business processes, guidelines and policies. Compliance to documented processes as per the Refinery processes repository is imperative.

**1. Level 2 Support Function**
- Execute tasks and functions to **deliver problem resolution and customer support**.
- ** Analyze daily ONB Service Request reports **and ensure appropriate action is implemented to manage problem resolution according to SLAs and KPIs.
- ** Optimize support task execution**, reduce mean time to resolve (MTTR) and ensure results are recorded and customer feedback provided.
- Responsible for **problem resolution**; including all activities and procedures to appropriately expedite problem resolution to maximize customer satisfaction.
- ** Prepare and maintain relevant service request (SR) documentation**, including activity schedules, narrative and written reports, and visual progress charts.
- ** Co-ordinate testing and re-testing **of implemented ONB solution defects (fall-out) and issues in an effective manner.
- ** Perform manual regression testing **of the customer’s implemented ONB solution when relevant.
- ** Document completed service requests **(successes and challenges) and communicate findings and lessons learned to line manager.
- ** Enhance the ONB solution **through process and system update contributions.
- Identify **opportunities for improvement **of current ONB processes.
- Align with **test programme for change **request implementation.
- ** Continuous improvement **and process re-engineering.
- Define **solution test strategies **and approach fitting the scenario.
- On target / as per **commitment to customer resolution **conclusion and hand over.
- ** Stakeholder coordination **and communication.

**2. Problem, Escalation and Order Management Function**
- Responsible for **customer service, customer escalation resolution, complaints, billing queries, Order Management **(add orders, new orders, delete orders and cancellations) and decommissioning of installations.
- Investigate customer **escalations and resolve in full; do a cursory analysis within x hours **after issue was received to address customer / order problems and provide feedback according to the agreed OLA / SLA.
- Billing responsibilities include investigation and resolution
- ** Order Management responsibilities **include investigation and resolution of all order permutations and aspects according to Vodacom Business guidelines and processes.
- Responsible for **billing fallout and revenue leakage **investigations and resolution thereof.
- ** Decommissioning Management responsibilities **include investigation, and removal of all solution components according to Vodacom Business guidelines and processes.
- ** Improve and expedite quality of order execution**, to deliver on time, on plan, first time right. Do lessons learned sessions with provisioning team(s), schedule and facilitate ‘retrospective’ meetings.
- ** Compile and deliver customer feedback**, Service Improvement Plans (SIP) and management feedback.
- Guide **Customer specific solutions and training**.
- Maintain / Develop documented tracking of problems solved to establish a knowledge base for ONB team.
- Identify **opportunities for improvement **of current ONB processes to improve customer satisfaction and conversion rate.
- Assist to resolve order, billing, cancellation, decommissioning problems and issues.
- Stakeholder coordination and communication.

**3. OSS\BSS Features & Enhancements, Testing, Device Support**
- ** Enhancement **of the ONB solution through process and system updates.
- Identify **opportunities for improvement **of current ONB processes and Systems (including OSS, BSS and other Digital tools and enablers).
- ** Support IT, System Support Teams and Programme **Manager with initiatives and customer support.
- Responsible for and participate in **billing fallout and revenue leakage **investigations and resolution thereof.
- ** Align **with OSS/BSS / VoIP Desk Phone test programme and for change management implementation.
- Continuous **improvement **and process re-engineering.
- Define test strategies and approach fitting the scenario.
- Execute **testing for projects / software release**.
- Maintain / Develop documented baseline test plan(s) and have stakeholder analyses in place.
- As **ONB super user assist **ONB value chain participants.
- On target **test completion **with little to no production issues.
- ** Train the ONB team **and team change management to ensure adoption of new functionality is achieved.
- ** Assist to resolve system**, VoIP Desk Phone, and configuration issues.
- ** Investigate **customer escalations and resolve.
- Guide customer specific solutions (CSS) and training.
- ** Maintain documente