1+ months

CMS Customer Process Architect - 1321520

Cisco Systems Inc.
Poland, NY 14747
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In this Customer facing role, the CX CMS Customer Process Architect will be responsible for several process and customer centric activities, to include

  • Analysis of Cisco contracts, statements of work, service descriptions to identify potential customizations/interlocks for service operations between Cisco and Customer.
  • Definition/discussion of as-is & to-be processes, RACIs, Day 2 Operations Runbooks, Process Reengineering & improvement, process gap analysis and process Mapping with internal Cisco teams and CMS customers.
  • Review and customization of the following:
  1. CX-STD Delivery Processes predominantly ITIL based and executed for delivery of services to customers as per Service Description document e.g Incident Management, Event Management, Problem Management, Change Management.
  2. CX-Custom Operate Processes - occasionally modified (customized) as per individual customer needs. Such process work requires integrating CX standard business and delivery process with the Customer process for operational efficiency and improved Customer experience.
  3. CX Business Processes executed for various internal purposes indirectly related to delivery of customer facing services, e.g. Offer Development Lifecycle, Internal Business Process Management (e.g. Reporting , Invoicing etc.)
  • Working with internal CX offer development teams to validate process, service, and ST readiness and finalize any changes to processes/RACIs to support new offers/technologies/solution interlocks

Who You'll Work With

The CX CMS Process Architect is a global role, supporting CMS customers in AMER, EMEAR, APJ

Who You Are

The ideal CX CMS Customer Process Architect candidate will have had the following experience and skills

  • Experience with Network Management, Managed Services Model and multiple domains including Order Management, Provisioning, Assurance, Service Quality Management, Service Improvement Program, Migration processes , Service Delivery and Customer Experience is required.
  • Designing As-Is & To-Be processes, RACI, Day 2 Operations Runbooks, Process Reengineering & improvement, process gap analysis and process Mapping. Ability to understand cross functional process interlocks and prepare process architecture diagrams.
  • Experience in Visio or other process modelling tools , MS word. & 5 years exp. in ITIL process development role or similar.
  • Initiating and supporting process and platform automation requirements . Experience in IT service management as well as Network Monitoring & Management tools
  • Excellent customer facing skills: Capable and willing to support process customization requirement requests and responding with the appropriate level of Cisco and Customer balance; educating and assisting customers to develop their skills and awareness for efficient and effective Cisco process, tools and methodology.
  • Organizing process workshops with Customer and Cisco operation process owners to evaluate process alignments/needs/improvements.
  • Educational Qualifications- Bachelors Degree and excellent communication skills. Exposure & Certifications in Network Management and Managed Service Industry standard models and frameworks ( ITILV3/V4 ) and Cisco Certifications ( CCNA etc. ).
  • ITIL V3 or V4 Certified a requirement

    Jobs Rated Reports for Architect

    Posted: 2021-03-10 Expires: 2021-05-17
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    CMS Customer Process Architect - 1321520

    Cisco Systems Inc.
    Poland, NY 14747
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