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IT Operations Analyst II

Date:  Jun 9, 2021

Buenos Aires, B, AR

Requisition ID:  30435

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

About the Role

Avaya’s commercial Quote to Order tool suite positions our Business Partners to utilize a number of web-based applications to price, generate configured quotes and order for the AVAYA Product/Services and Subscription Portfolio 
To be successful in this role will require the ability to work with the customer as well as Internal stakeholders to ensure that the deliverables are met

About the Responsibilities

  • Support usage functionality with product/services and subscription offers, pricing models, user profiles, account entitlements relating to Commercial Tools (Configuration and Ordering)
  • Liaise with other technicians, engineers, SMEs and developers to find the quickest and most reliable solution for a specific issue.
  • Environment and trend analysis to immediately pinpoint and report outages, so that a specialized resolver team can take the lead and assist as soon as possible.
  • HPSM Ticket handling and routing to achieve SLA and CSAT levels as KPI, HPSM routing and workgroup activity, Knowledge Management document generation and Maintenance
  • Defect identification, reporting and corrective action verification 
  • Prime lead and direct contact on Avaya's One Source, Channel Marketplace and other eBiz related tools.
  • Ensure revenue flow and remove any blocks to such resulting from Application usage 
  • Manage Escalations to any aspect within areas of coverage

About the Requirements


  • 3 – 6 years of experience.
  • Collaborative and thrives working cross-functionally



  • Excellent customer facing communication skills 
  • Ability for self-learning in a dynamic environment 
  • Analytical thinking
  • Knowledge of AVAYA commercial portfolio and quote to order processes
  • Preferred experience with HP Service Manager functions 
  • Highly motivated in developing a career in Avaya


Bachelor Degree or similar experience 

Preferred Certifications


Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).