Customer Project Specialist
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Location: Colombia - Remote
About the company
MSI Americas is a multinational with presence in 14 countries throughout America, trajectory in the Telecommunications & IT sector and the best work team, we believe in offering services and products that allow the humanized use of technology connecting it with society.
Required Skills
• Project Management knowledge areas, especially Scope, time & cost management
• 2-4 years Project Coordination or PMO back-office experience in comparable industry
• Experience in project delivery in a supporting role for a PM or PgM
• Project metric tracking, project financials, profitability, report generation and tracking
• Hands-on experience in Microsoft Excel and Microsoft PowerPoint
• Ability to work during weekends if required (for maintenance/ migration activities, handling escalations etc.)
Desired Skilss
• IT / Telco centric organization exposure is preferred
• End to end exposure to small projects to achieve on-time, within budget, high- quality delivery while achieving customer satisfaction
• Technical knowledge on Cisco hardware and software
• Experience in contract Change Management process
• Hands-on experience in Jira / Rally
Skills
CUSTOMER PROJECT SPECIALIST
EDUCATION & ADDITIONAL CERTIFICATIONS
CAPM Preferred (not mandatory), CSM Preferred (not mandatory)
Education
College/University degree or equivalent
Support Scope
Phase 1 - Q1 & Q2 25: Plan & Incubate
1. Optimise (Delivery & Commercial) the current pool of 45 HC engaged as staff aug to continue the required business services
2. Model / streamline an industry standard enterprise platform to log & measure the actual throughput
3. Logically fragment the work categories aligning to the end business framework
4. Baseline the realistic effort, time taken to churn the actuals and true capacity needed to deliver the full volumes
5. What Automation practises can eliminate the manual work and create a lean process to nullify the repetitions
6. Identify & Agree the KPIs, associated SLAs, Credit & penalty terms (if any)
Phase 2 - Q3 25 onwards: Implement & Stabilise
1. Supplier to own the E2E delivery - leveraging its augmented process established during Phase 1
2. Monitor, measure & report the KPIs & SLAs MoM to recognise the successful & get well areas
3. Modify / alter the work streams to attain the stabilisation mode
4. Identify the YoY Optimisation scale for the overall scope
Support Volume
Anticipated / Approximate
1. 5000 tickets per month (average, subject to fluctuation -/+ 30%)
2. 500 Tailor made reports per month (average, subject to fluctuation)
3. Priority case management : 8x5 - Incident Management Support for critical issues during business hours to assure TAC resources and resolution for accounts that do not have HTEC services (Escalations for Sev 1 and Sev 2)
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