GWC Support & Strategy Tool Expert 200

Company Name:
## Description
Join the team that's transforming the way the world communicates.
With operations in 130 countries, Alcatel-Lucent is the first truly global communications solutions provider, offering the most complete end-to-end portfolio of solutions and services in the industry. Our passionate and experienced team converts challenges into opportunities in the areas of applications enablement, cloud computing, third-generation mobile networking, metro optical and packet, circuit-to-packet, broadband access, advanced network and professional services, and next-generation operations support systems.
All customer's details, products, contracts, support organizations and related information are entered in databases allowing easy access and use for business need.
The GWC Support and Strategy Tool Expert ensure that the Service Assurance Operations ticketing systems are allowing GWC mission success.
_Mission is to:_
Anticipate tools enhancement's impacts on GWC mission.
Support, test and validate GWC Tools Enhancement Requests
Drive GWC operations during planned outages (hardware or software release updates) of the Ticketing System.
Develops tools and trainings for Data Validation team members.
Participate and organize Data Validation team workshops and training sessions as required (new scope definition, new tool's feature or parameter)
Interact with agents/supervisors through the CARES ticketing system when needed.
Provide regular status reports/metrics to management
_The GWC Data Validation team's main interfaces are:_
SA-BP and CARES IT for any CARES evolution discussion, technical specifications reviews and features tests
TSO, TS Practice, RESO, RES Practice, FF, FF Practice, MSMs and MSM Practice for various negotiations related to tools or process modifications.
RESO/Master Data team and FF for supplier agreements.
GWC Local Back Office for implementation study of non standard requests impacting GWC Front Office daily work (non standard Customer specific requirement).
SA-BP for tool support or specific data when required.
_GWC Support & Strategy Tool Expert Job Description :_
The GWC Support & Strategy Tool Expert is a highly skilled professional with extensive GWC delivery environment, process and tools knowledge, operating at multiple levels with various ALU organizations.
The GWC Support & Strategy Tool Expert is responsible for successfully improving effectiveness of the GWC operations. He is verifying that new features introduced in the ticketing system are not impacting the daily operations, he manages the tools enhancement requests of the various centers and follows them from design specification review to end-to-end tests.
The overall objective for this position is to ensure all business requirements are managed correctly and deliverables are implemented on time.
## Qualifications
2 to 3 years of experience in Call Center environment with deep expertise of used tools
Experience of working within a multi-cultural environment
Excellent oral and written communication / presentation skills
Languages: English mandatory (additional languages would be an advantage)
Ability to work with and communicate to a variety of audiences, executive level/peer-to-peer/ technical and non-technical etc.
Professional and positive approach in negotiations
Experience with ticketing systems, Call Centers tools and processes
Proven ability to work with all levels of organizations and excels working in a team environment.
Ability to lead change
_Personal attributes:_
Self-directed, team player
Results oriented; Sense of urgency; Quick learner; Collaborative; Customer-oriented; High level of credibility
Incumbents must also demonstrate flexibility in order to manage multiple tasks at the same time.
Excellent time management and efficient working practices are a must
_Alcatel-Lucent is an equal opportunity employer committed to diversity in the workplace._
## Job
Job: Customer Services
Primary Location: Europe, Middle East, Africa
Schedule: Full-time
Req ID: 140000056M

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