IT Systems Analyst

Job Title: IT Systems Analyst

Salary: £45-55k

Location: Gibraltar / Remotely

RP International are currently partnered with a leading Telecoms provider in Gibraltar who are seeking an IT Systems Analyst. In this role you will be a subject matter expert in all technology, infrastructure, software and functions underpinning Communication Service Provider (CSP) Business Support Systems (BSS).

Scope and Remit

BSS operations:

• Reporting and tracking bugs, issues, and enhancement requests related to our Customer Relationship Management (CRM) platform.
• Collaborating with CRM suppliers to resolve software defects and improve system functionality.
• Deploying hotfixes and new releases using standard ITIL and ISO frameworks.
• Assisting frontline customer care teams with CRM-related issues, troubleshooting problems, and providing timely solutions.

Provisioning, orchestration, and fulfilment operations:

• Troubleshooting provisioning issues by understanding the underlying network functions and dependencies.
• Analysing provisioning requests, ensuring accuracy, and resolving provisioning failures promptly.
• Collaborating with network operations teams to optimize provisioning processes and maintain service quality.
• Implementing improvements to provisioning workflows for efficiency and reliability.

Product and service configuration:

• Acquiring in-depth knowledge of the Enterprise product catalogue structure within the BSS system.
• Configuring new products and services, ensuring accurate representation of offerings.
• Understanding the product structure and relationships within BSS (CRM), including bundling and dependencies.
• Proficiently configuring workflows that products and services can trigger, aligning them with customer requirements.
• Collaborating with business analysts, product managers and marketing teams to accurately translate product specifications into BSS (CRM) configurations.
• Performing regular audits to ensure the alignment of configurations with the evolving product and service portfolio.
• Supporting product owners with product-related inquiries, troubleshooting, and updates within the BSS (CRM).
• Providing training to relevant teams on how to effectively use and present newly configured products and services to customers.

Billing, charging & rating operations:

• Responsible for conducting billing and charging related operations.
• Investigating billing discrepancies, rectifying errors, and ensuring timely resolution.
• Collaborating with billing and finance teams to validate and reconcile customer invoices.
• Identifying opportunities to optimise billing processes and reduce billing errors.
• Configuring rating schemas.

Call Detail Record (CDR) and mediation operations:

• Understanding and supporting the mediation functionality, responsible for collecting, transforming, and processing network usage data.
• Collaborating with mediation system vendors to troubleshoot and resolve issues related to data collection, transformation, and aggregation.
• Ensuring the accuracy and integrity of data ingested into the mediation system.
• Implementing improvements to mediation workflows and data processing for efficiency and accuracy.
• Monitoring the performance and reliability of the mediation system, addressing any anomalies or bottlenecks.
• Working closely with data analysts to ensure timely access to accurate usage data for reporting and billing purposes.
• Providing guidance and support to internal teams regarding the use of mediation system data for analytics and reporting.
• Understanding of TAP & BCE.

Systems performance monitoring:

• Monitoring the performance and stability of the BSS & OSS ecosystem.
• Proactively identifying performance bottlenecks and implementing solutions to enhance system efficiency.
• Conducting regular system health checks and generating performance reports.

User Support and Training:

• Providing user support to internal teams and stakeholders using BSS systems.
• Conducting training sessions to ensure end-users understand and effectively utilize BSS tools and features.

Documentation and Knowledge Sharing:

• Maintaining comprehensive documentation related to BSS systems, including system configurations, procedures, and troubleshooting guides.
• Sharing knowledge and best practices within the team and across relevant departments.