Job Description

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About Role

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Service Asset & Configuration Management Professional ensure smooth execution of operations in Asset & configuration Mgmt. This is the individual contributor role so candidate should be a motivated, self-starting who puts the customer first. Candidate for this position should be highly analytical, expert problem-solvers, and proficient communicators, As a professional, candidate must understand end to end of service and asset management process and understand the asset life cycle management. Candidate must have good knowledge of order, project, capacity, problem, change and incident management too. Candidate will involve building and govern the asset and configuration management process, building exception reports, and maintaining core data used by the asset & configuration management systems.
Roles & Responsibilities:

Write Process Documentation Year 1
Annual Process Documentation update Year2 onwards
Ensuring that Service Asset and Configuration management is delivered in line with agreed policy, process, procedure and meets contract obligations.
Correcting the identified discrepancies during the audit
Customer support on Asset Management Audit and report
Meetings, Calls, Ad hoc request on account/contract
Define and comply to data quality and data standards.
Maintaining and verifying integrity of the CMDB.
Identify potential gaps in Asset Management process on contracts and set up process to fix the gaps.
Lead investigations of asset mgmt. issues to continuously improve data accuracy.
Govern contract teams to deliver compliancy and improvements in process.
Act as the interface between the client and the system or application teams.
Should act as a mentor and responsible for process documentation and team training.
Verification of CMDB content with physical audit/ discovery tools (NAAM- Network As a master)
SCM Management report
Present asset information to customer, the status of an asset, the renewal period, where the asset is physically located, maintenance agreement information including having an understanding of the vendors service level agreements
Device life cycle management report
Reconciliation of CMDB data with upstream systems
Reconciliation of CMDB data with IONIX
Validation and Reconciliation of BT CMDB and Customer CMDB
Validation of devices on downstream tools like SMARTS, NIAB and others
Proactive notification on MAG renewal to contract team
Ionix- Basic reporting on configuration management via RA (IOS, Backup)
Production of regular and AD-HOC reports.
Support for downstream tools for the devices which are not getting discovered/ monitored.
Regular update of OS/ firmware versions

Skills
Strong knowledge on Service Asset & Configuration management process
Deep understanding of following BT systems: NMSL, SMARTS, IONIX, NIAB, NPMD, CLASSIC, BFG, Expedio, SI, NAAM, SQE, RSQE, Tahiti etc.
SQL Knowledge, Oracle data visualization, MS Access, Tableau.
Strong hands-on experience in MS office tools. Must be expertise on MS Excel.
ITIL & CCNA certified, Good Communication & Excel skills, excellent stakeholder management and 7-12 years of experience in Networks and ITIL roles

What you\'ll be doing

1. Supports in the resolution of process and service issues by liaising with different teams, communicating key information to other stakeholders as required.
2. Delivers accurate and timely reporting and related insights in respect of key performance metrics and operational efficiency.
3. Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
4. Maintains professional relationship with suppliers, customers and internal stakeholders.
5. Carries out the Service Operations initiatives and ensures that services are aligned to the client\'s business requirements.
6. Executes work in the implementation of tactical strategies and improvement plans.
7. Supports the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

The skills you\'ll need

Customer Success

Information Management

Technology Implementation

Continuous Improvement

Problem Solving

Change Management

Service Level Agreement Management

Quality

IT Operations

Cloud Computing

Customer Relationship Management

Technical Support

Business Process Improvement

Incident Management

Issue Escalation

Our leadership standards

Looking in:
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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.

BT