IT TEM Operations Support

Job Description

At Nokia we create the technology to connect the world. Developing and delivering the industrys only end-to-end portfolio of network equipment, software, services and licensing that is available globally. Through our research teams, including the world-renowned Nokia Bell Labs, Nokia is leading the world to adopt end-to-end 5G networks that are faster, more secure and capable of revolutionizing lives, economies and societies. Nokia adheres to the highest ethical business standards as we create technology with social purpose, quality and integrity. A truly global company, we are 160 nationalities working in more than 100 countries.IT Unified Communications (UC) Services team manages globally the lifecycle, delivery, cost, quality and performance of all end user communication services ranging from Fixed and Mobile voice to VoIP and Call Center, Video and Virtual Conferencing and Webcasting services. IT Unified Communications services are being driven by the continuously evolving technologies and business requirements delivering the best services to all Nokia employees.One of the key services are Mobile & Fixed voice with 80.000 subscribers in more than 74 countries with up to 170 communication service providers and an average volume for orders and incidents of 2.000 per month.Nokia IT Telecom Expense Management (TEM) Operations Support is responsible to manage globally the communication services operations for Mobile & Fixed voice in a team working in daily shifts helping to secure 24h/7d service delivery and incident resolution.The candidate will interface with End Users, Communication Service Providers (CSP) and IT Stakeholders.The role will include following activities:

• To coordinate and support Mobile & Fixed voice services provided by CSP s as part of Nokia IT TEM service offerings and being responsible for Incident Management; Change Management and Request Fulfillment.
• Being responsible for service request validation and implementation according to defined processes and policies. Acting as the operational interface to CSP s in order to achieve request fulfillment according to the contractual agreed SLA s.
• The Nokia IT TEM Operations Support is providing support to end users and immediately interacts with service providers for necessary fixes, is responsible for the install, move, add, change/decommissioning (IMAC/D) process for the communication services in scope.
• The Nokia IT TEM Operations Support is expected to monitor the agreed Service Levels, report breaches and consistently drives the identification of opportunities for continuous service improvements.
• To ensure that the Incident and Request Fulfillment processes are working as they should, by routinely checking if all tickets are owned and processed.
• To collaborate with Nokia s IT procurement team and to maintain contract information & price plans in a Telecom Expense Management application, conducts CSP ratings and optimizations to fleet price plans to control and reduce service fees.
• To manage and track contract status; To capture, store and manage copies of relevant parts of telecom contracts and amendments (for reporting purposes, analysis, and reference such as for invoice validation and monitoring of CSP SLA s)
• To establish and update regularly telecom inventory database including all service-related key parameters and price plan details.
• Enables decision making prior to execution; provides information to key stakeholders for recommendation in making contract changes and adjustments.
• The IT TEM Operations support updates support documentation of processes to be used by Nokia employees such as FAQ information; review and update communication and TEM related service pages on Nokia Intranet, manages all communications in the region

Skills & Qualifications:

• Bachelor s degree in IT/Engineering or a related discipline (e.g. Electrical/Computer Engineering, Computer Science, Information Technology) with minimum of two years of experience providing IT end user support and/or IT on-site support.
• Demonstrated end-user support skills are required including the ability to work with concerned users and to handle business escalations.
• Practical experience with Microsoft 365 applications (e.g. Outlook, OneDrive, PowerPoint, Excel, SharePoint, and PowerBI) and collaboration tools.
• Good understanding of ITIL (Information Technology Infrastructure Library) processes and experience with ITSM solutions (i.e. SNOW, Remedy).
• Excellent Problem-solving skills, Ability to prioritize workload.
• Telecom Expense Management experience preferred.
• Professional working proficiency in English is required, additional language skills in Mandarin; Japanese, French; Portuguese; Russian; Spanish; Vietnamese are a plus.

This job profile should be seen as a role description and is not to be used to evaluate a position or task.Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people s lives and help to overcome some of the world s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. Nokia culture welcomes people as their true selves. Come create the technology to connect the world.Must have:

• Masters or bachelor s degree in Engineering, Telecommunications, Computer Science or equivalent field;
• Knowledge and understanding of communication and telecom expense management services;
• Capable to understand complex requirements for the services in scope, and translate them into processes, improvement plans and built into a solution;
• Experienced to coordinate service management in cross functional organizations
• Knowledge of the ITIL service lifecycle and in specific, service operations;
• Capable to manage the costs of IT service in the assigned region, including volume management and spend control;
• Excellent verbal and written English language and communication skills;
• Eager and capable to work in a global multi-cultural team and to develop him/herself;
• Strong customer focus;
• Drive to deliver results, getting things done attitude;
• Honest, working with integrity and building trust;
• Excellent verbal and written English language and communication skills;
• Good presentation skills.

Nice to have:

• Capable of building operational relationship with Communication Service Providers;
• Being familiar with communication services contract terms and conditions, various invoicing models and subscription plans of mobile operators will be an asset;
• Experience in managing projects, like mass vendor changes, transition and transformation of services
• Experience with user care systems (i.e. SNOW)
• Analytical thinking skills
• Capable to work as part of the globally dispersed team

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Keyskills :
customer focuscomputer scienceend user supportvoice serviceslanguage skillstelecom expense managementproblem solvingservice levelsit procurementuser supportservice deliverycall center