AdressWe are Telia Division X. The Engine of Impact, with a dual focus on fostering Scalable growth and Amplifying the Telia brand. Currently we are dedicated to the IoT and Data Insights domains, spearheading and scaling Telia's activities in these emerging businesses areas, contributing to Telia's overall purpose: to reinvent better connected living.
Ready to make better happen?
Do you share our desire to excel as a team and do what is best for our business? Maybe you are the Process Specialist for Trouble to Resolution that we are looking for?
I'm Taneli Pulkkinen and leading the Service Development team in Telia Division X. We are a highly engaged and experienced team. We give our customers a memorable experience that sets us apart as a trusted knowledge leader. We make sure every step of the customer journey is intuitive and smooth.
We are at the point where we are looking to simplify and standardize our processes, as well as align them closer to the rest of the Telia and shift from best-effort to business-critical Service Assurance. The role of a Process Specialist is critical in streamlining and optimizing business operations, ultimately contributing to increased efficiency, improved quality, and better overall performance within an organization.
As the Process Specialist for Trouble to Resolution you will be responsible for process & routine design and drive the implementation of the target process. You will represent the line ownership in different activities. Facilitating and driving the process development and monitor operations. Keep up-to date process documentation available to level required. You participate in cross functional teams and line activities. You take responsibility for usability and efficiency of the process and routines and identify and review risks regularly from the process point-of-view.
- Perform root-cause-analysis and solution analysis to simplify, improve and standardize existing processes and workflows. Removing bottlenecks and impediments to maximize the process flow.
- Identifies best practices and pain points as input to the design work of the common target process. Suggests process improvement areas.
- Implement the Trouble to Resolution process, with relevant and impactful KPIs, and suggests further distinct process KPIs.
- Modelling and document processes (as-is & to-be) and ways of working, provide training to colleagues involved in the processes to ensure understanding and adherence to new procedures.
- Acts as a developer, being the process developer/specialist including writing requirements for IT/Business supporting systems.
Is this you?
We think that you have a passion for making it easy to succeed.
To fit the job you have knowledge and experience within process development and architecture within Trouble to Resolution. Bachelor's degree in business process management or equivalent solid experience. Experience of using ITIL, BPMN and modelling processes with various tools as Lean, Six Sigma, Total Quality Management.
You have a good track record teaching and guiding others to reach wanted results. You also have proven experience of taking a process from as-is to target, with all the things that comes with it. Ability to visualize, build, document and communicate processes for future analysis and maturing the current processes. Experience of scaling processes from start up to fully scaled.
Experienced in Agile wow and methodologies, such as Scrum, SAFe, Kanbaan. Experience of Trouble to Resolution process and IoT. Experience with customer phasing (business) process modelling, and associated tools.
You bring curiosity and openness.
In an era of constant change, we need people who dare to challenge the current, simplify the complex and with resilience reach the goal. We work as a team, we deliver as a team, we share and care beyond.
Telia is more than a workplace
With us you will learn from skilled colleagues across international borders, joining a team that makes each other stronger and the world better by solving challenges. We are proud of our friendly atmosphere where people are excited about their work. We thrive on our diversity and ambition to deliver great products and extraordinary experiences for our customers. In a world where choices are endless, if you want to make a real impact, this is a place where you belong.
Apply to join us!
If you fancy joining our team, don't hesitate to apply! Application deadline is 2024-03-20.
We look forward to receiving your application and to making sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We are not able to handle resumes via e-mail or equivalent. During the process, required background controls will be performed. Selection will take place on an ongoing basis and this position might be filled before the application deadline.
Want to give me a call or email, just do it!
Taneli Pulkkinen +358403024134 taneli.pulkkinen@teliacompany.com
Welcome to Telia - Join us and make better happen!
