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We open up a world of digital opportunities so people live better and work smarter.

Context

• As Fulfilment System Owner of the Fulfilment Service Desk team, you are part of the FFS department of ITS (Information Technology Solutions).
• The team works for IT Ordering and Provisioning as well as all applications designed on the Pega software. We are responsible of handling the users support requests and IT interventions related to external customers orders.
• The aim is to ensure the correct service to the many internal users who are working with the ordering and provisioning applications (Salto, MCOM, OMS, NPS, WSL). The users belong to the 4 main business divisions of the company (residential, enterprise, customer operations and wholesales). The applications that you support are having several interfaces with several other business processes and systems such as billing, inventory and communication.
• You work in a great variety of systems and projects, which touch the heart of our company, and you will get the chance to work together with people from the different departments and levels.

Role description

The Fulfilment System Owner has the functional knowledge in his domain of expertise to act as a problem analyst and change manager towards the team and the end users of the applications. He/she will analyse production issues, investigate the impact and work out solutions.

Content of the function

• Have a lot of contacts with people of hotlines, end users and representatives of the applications to have a clear understanding of the problems related to the order management applications.
• You coach the team in order to optimize the methods and procedures (M&P) and to automate where applicable to reach the best efficiency.
• Use your knowledge and experience to analyse all functional structural problems with the goal to identify the root cause of the problem and to create a defect towards the development teams, or to identify a functional gap towards the analyst team or a data quality issue to be solved.
• Try to identify the root cause and based on this to look also for a temporary solution until a final solution has been put in place.
• Define or participate in the prioritization of the issues.
• Be responsible for a clear communication of the problems, their status and the resolution.
• Do the follow up of the implementation of the solution and assure the problem has been solved completely.
• Do the follow up of changes related to new projects and transformation programs.
• Keep track of the strategic evolution in your domain of expertise. Provide suggestions for further evolution.
• You are the point of contact for escalation of incidents

Our Offer

At Proximus you have the possibility to shape your own future and the digital future of our customers. We offer you:

• Our digital workplace, which assure you a better work-life balance
• A nice and varied salary package including insurance, a mobility plan of your choice, telecom and other benefits.
• The opportunity to build your own career and your development thanks to a continuous learning environment and the exhaustive offer of our Proximus Corporate University.

Profile

• You have a bachelor or master degree (preferably in an IT related domain) or equivalent by experience.
• You are an expert with at least 5 years of experience, preferably in IT, CUO (Customer Operations) or Order Management.
• You have a knowledge of sales, ordering and provisioning processes within Proximus.
• You have profound experience in operational analysis in a complex IT environment.
• You have a good knowledge of relational databases and a thorough knowledge of SQL.
• You are a fast learner. You will have to learn the complex environment of our ordering systems, customer databases, technical documentation systems and billing systems on very short notice.
• You are analytical and assertive, customer- and solution-oriented.
• You are optimistic, solution oriented, creative with an open mind.
• Customer centricity is part of your nature.
• You value communication and collaboration with others.
• You have a learning attitude.
• You can as well perform individual tasks independently as work in a team on joint objectives.
• Good knowledge of English is mandatory. French and/or Dutch is an advantage.