Operational/Field System Support

Job Description

Recruiter: Jayson Coley-Wynters

Career Grade: D

Internal Closing Date: 10th July 2024

Why this job matters

This role supports the leadership, governance, and opportunity insight to the Work Manager Ops Function to then support the field, maintaining skills database, shrinkage and absence management while supporting the field unit with support to both capacity planning accuracy reporting and to optimize delivery through work allocation.

Day to day activities require the communication and standardisation of great booking practises for both engineers and managers (Area manager and Senior Manager) to ensure our work allocation tools have a clear picture of our available capacity and look back historically at accurate data to make better strategic decisions.

For our systems to correctly work the role holder will need to ensure that not only is our data accurate but also that any opportunities to do something differently are highlighted (for example aligning leave groups to geography and skill against customer demand).

Helping us to understand on the day capacity availability gives the field unit an opportunity to react on the day to our customer requirements for both provision and repair thereby giving us an ability to be as well-equipped as we can be to meet our Service Level Agreements and provision demands.

Flagging Duty of Care escalations mean the role holder gives us a fast reaction time to any start and end of day concerns on engineer whereabouts (while not responsible that level of daily grip assists the field to align to duty of care).

Building and creating new task types and amending existing tasks for accuracy ensures our work allocation tools complement the required task types for the products we deliver and enables us to create relevant synthetic task times to reflect billing requirements.

Where issues are found with our allocation tools the role holder will support in flagging issues to technology and complete testing to ensure stability in our allocation systems.

What you'll be doing

Task Management:

• Identify and address ‘stuck’ tasks using daily reports.
• Collaborate with Change Champions for data provision
• Manage communications related to system outages and planned works.

System Testing:

• Participate in In-Hours Verification and Validation Testing (IVVT) for new developments and bug fixes.
• Conduct User Acceptance Testing (UAT) following predefined test plans (in/out of hours).
• Perform Critical Customer Tests (CCT) after deployment or core changes.

System Development:

• Contribute to ongoing/future system requirements
• Analyse requirements from various sources to create appropriate system functionality.
• Provide feedback on programming, design, and user functionality.
• Own system requirements for target operating model changes

Field Support:

• Manage Business Field Service WFM feeds from Field personnel (e.g., task type management, resource build).
• Assist with profile builds/removals, shift patterns, calendar maintenance, and access requests.
• Support upstream departments during booking issues.
• Assist Performance teams with major issue resolution.

General Responsibilities:

• Manage approval requests for various systems (FFM, Stores profile, FOS, FROC, eng.com, Emulator, SFS).

Skills needed for the job

• Developed ability to manipulate, interrogate and analyse data to reach detailed conclusions and present coherent recommendations
• Ability to build and execute an operational plan that delivers on cost, quality and customer service
• Ability to process complex ideas and think logically; perceives and understands others
• Highly numerate capable of identifying cost/revenue-improvement opportunities and understand financial reporting
• Possesses the ability to take well-evaluated risks and be bold in making decisions and taking action
• A strong communicator and relationship builder across multiple functions and external parties
• Acts with integrity and takes responsibility for own actions and responses

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.