Operational Process Analyst
Orange is the next generation telecom operator on the Belgian and Luxembourgish market and digital transformation is one of our strategic priorities. To carry this out, we are continuously investing in our talents to log into all of tomorrow’s challenges.
Do you want to help us make a difference for Orange Belgium’s customer experience?
Mission:
Implement new projects on cable/fiber in customer service, improve the activation processes, detect and manage incidents and ensure clear communication to all involved parties (agents, IT, management).
Key responsibilities:
- Contribute to major evolutions in the respective BO Domain (projects, processes,…) by producing the Use-Case Analysis, providing functional and non-functional requirements. Contribute to the definition and construction of the operational KPI’s and provide reporting within his technical competence area.
- Coordinate during the babysitting of major technical projects to ensure a smooth handover transition between project mode and full operational run. Perform required sanity checks, reporting, and improve the process by systematic analysis on a regular basis.
- Provide input towards transversal project stakeholders to anticipate possible operational impact. Ensure that the Operational perspective of his domain is considered during all project meetings.
- Identify and propose improvements in the process to management and business process experts; escalate to Operational management if necessary.
- Answer, troubleshoot, and solve up to 2nd level incoming questions and problems from all major stakeholders, including impacted residential customers, internal Orange departments, or external suppliers.
- Provide support based on expertise and end-to-end domain knowledge towards other business departments in build and/or run phase to ensure proactive detection and resolution of potential issues.
- Detect incidents related to transversal products, services, and applications that may impact customers, applying the appropriate priority & notification process.
- Analyze, solve, dispatch, and coordinate trouble tickets and emails in collaboration with 3rd level teams on complex transversal, multi-domain & multi-technology problems, ensuring resolution within service SLAs.
- Escalate to management and/or peers, to technical teams in cases of service level breaches, operational urgency, financial risk, or high impact according to current escalation processes.
Profile:
- Basic technical knowledge of the products and services, as well as in-depth knowledge of the relevant business processes.
- Analytical skills.
- Good transversal knowledge of the operational departments (customer-facing departments).
- Continuous improvement skills.
- Communication skills.
- Problem-solving skills.
- Assertiveness & ability to give advice.
- Customer-oriented/service-minded.
- Ability to develop relationships with partners.
- Language proficiency in Dutch, French, and English.
Our offer:
You will be part of a fun and dynamic working environment where your contributions will be valued and where you will have every opportunity for personal development. Moreover, you can look forward to a market-competitive salary, bonus, mobility budget, meal vouchers, 32 holidays per year, pension provision, life assurance and accident cover, hospitalization insurance.
We believe that simple things do make a difference. Therefore, we also offer: 60% home working, use of a mobile phone, free mobile subscription, company restaurant,...
Interested? Then we would like to hear from you!
About Us
Excited to grow your career? Orange is one of the main actors on the telecommunications market in Belgium and Luxembourg. The company offers its residential customers postpaid and prepaid innovative mobile telecom products and services. On the business market, Orange operates DSL fixed network telephony and high-speed internet, acts as an integrated communications provider and offers a portfolio of mobility and connectivity services. Orange is also a wholesale provider, offering access to its infrastructure and service capabilities to its wholesale partners.
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