Job Description :
Transition a customer from Day 0 into Day 2. The role will make the customer ready to engage Avaya AOS. This position will make Avaya and HP ready to provide the full contracted service options to the customer.
The Transition Coordinator (PC) is responsible for Project Management of Service Transition on-boarding projects. The PC is also responsible for uploading and / or configuring data within Managed Service support systems.
The PC drives the project(s) through the complete lifecycle and ensures complete and successful Service Transition.
Responsible for all Project Transition Activities
Ensures that approved methods, processes and tools are consistently followed using HP’s and / or Avaya’s documented service transition methodology.
Accountable for meeting project schedule and results as well as for the customer satisfaction and the quality of the transition activity.
Establishes and manages transition project plan, including the development schedule, delivery schedule, and resource requirements.
Report on project progress at established intervals to the customer and Avaya APCS management.
Acts as primary interface with the customer on issues regarding the project schedule and deliverables. Ensures weekly customer reviews are held to review progress and mitigate project risks.
Oversees change management process to ensure all scope changes are documented, communicated and priced as needed
Proactively manages program escalation of issues to the appropriate organizations.
Review MATRIX Client records and technical onboarding to confirm product enablement of all CIs
Confirm plan of record for transition of all Custom Applications, or development of new Custom Applications
Confirm plan of record for all Third Party and Dev Connect solutions
Ensures lessons learned are documented and communicated via established PMO methodology
Understands the different Services purchased by the customer and work with the customer and internal stakeholders to ensure the delivery of those specific services
Ensure all project information, documentation and products are correctly identified and stored
Direct technical / personnel resources (AI / STE) to ensure project results-quality, time &cost-effective manner
Performs Extract, Transform and Load (ETL) on data for Service Transitions projects
Extracts data from outside sources
Transforms it to fit operational needs, which can include quality levels
Loads it into the end target (database, operational data store, data mart or data warehouse)
Configures data with Managed Service support systems and tools (e.g. ESP and MATRIx) :
Billing and Ordering data
Customer notification information
Troubleshoots related issues as required to ensure proper uploading into target support system
Manages / Drives vendors in the proper configuration of elements that can’t be configured by PC team
Performs testing of configured data and coordinates testing performed by Service Transition Engineers on configured elements prior to declaring element as ready for Day2 support
Supports Service Transition Engineer (STE) on the configuration of MATRIx and ESP data to bring a customer into AOS management
Provide training to colleagues related to new tools or technologies used to perform job responsibilities; create job aids and documentation as required
Recommends solutions to enhance processes and tools for the purpose of reducing time and cost associated with on-boarding customers
Provide support and project accountability for successful deployment of Service Transition activities to meet expectations and business commitments.
Support other projects and process improvements as required by needs of the business.
1-3 years of experience in Project manager.
1-3 years of experience in IT roles.
Fluent in verbal and written English.
University degree or college student in a related area.
Experience in Service Now is a plus.
Knowledge in Avaya is a plus.
ITIL knowledge is a plus.
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