The Order Management team is responsible for receiving, reviewing, analyzing, processing, provisioning, troubleshooting and completing voice related orders and remedy tickets using the various order and fulfillment systems (e.g., Nortel Map, Unified Messaging Systems, Cisco Call Manager, Cable Bridge, PMG/Oracle, eAM, and netdb). These fulfillment systems support both network and telecommunication needs which include cable and voice related services for the University, Hospital, Stanford Housing (Residential Services), Students, Vendors and Stanford Affiliates, while maintaining and reconciling the integrity of the data in the inventory, billing, and service provisioning systems.
Understand business processes and translate into system solutions.
Assist with feasibility studies of enhancement requests, identifying options and recommending an IT solution.
Assist the project manager in developing project scope, cost, resources, impact and schedule.
Create business requirements, including business rules, quality attributes, performance goals, external interfaces and constraints.
Collaborate with the business partners and test team to create and execute system test plans, user-acceptance testing and rollout.
Assist the development team to develop technical specifications.
Perform production support activities, including triaging issues, evaluating patches and fixes, assessing impact, and implementing solution.
Conduct in-depth analysis to solve problems, identifying gaps and issues that minimize system modification and maintenance; make recommendations, including discovering new approaches or applications.
Develop functional specifications to ensure compliance with system development lifecycle methods.
Responsible for provisioning of telephone service for the University community including both Adult and Children Hospitals, residential and student community.
Assist Field and Engineering technicians with records and order requests; bible sheet lookups
Trouble shoot customer questions related to service delivery, service profile offerings, service provisioning and service problems.
* - Other duties may also be assigned
Education & Experience:
Bachelor's degree and five years of relevant experience or combination of education and relevant experience.
Knowledge, Skills and Abilities:
Strong understanding of the components of web applications.
Strong problem solving and troubleshooting skills.
Ability to work effectively and collaboratively with minimum direction.
Provide an excellent customer service experience, courteous phone manner, excellent written and verbal skills, attention to detail to the many different service delivery processes
Ability to establish effective, ongoing relationships with clients, staff and management.
Ability to manage multiple competing priorities and work under pressure in high stress situations.
Use the OBIEE web application (Oracle Business Intelligence Enterprise Edition) daily, for a list of unassigned OM orders; analyses for billing and service order requests
Process orders within the Oracle Enterprise Asset Management (eAM) module
Certifications and Licenses:
Constantly perform desk-based computer tasks.
Frequently sit, grasp lightly/fine manipulation.
Occasionally stand/walk, use a telephone.
Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Work extended hours.
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
A proven positive work experience in a team environment
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains d...edicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 9000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu.
Stanford University is an equal opportunity employer and is committed to increasing the diversity of its faculty. It welcomes nominations of and applications from women, members of minority groups, protected veterans and individuals with disabilities, as well as from others who would bring additional dimensions to the university’s research, teaching and clinical missions.