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Services Project Manager I

Date:  Mar 30, 2021
Location: 

Buenos Aires, B, AR

Requisition ID:  29752

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

The Project Coordinator (PC) is responsible for Project Management of Service Transition on-boarding projects. The PC is also responsible for uploading and/or configuring data within Managed Service support systems. The PC drives the project(s) through the complete lifecycle and ensures complete and successful Service Transition.

 

About the Responsibilities

  • Responsible for all Project Transition Activities
  • Ensures that approved methods, processes and tools are consistently followed using HP’s and/or Avaya’s documented service transition methodology. 
  • Accountable for meeting project schedule and results as well as for the customer satisfaction and the quality of the transition activity.
  • Establishes and manages transition project plan, including the development schedule, delivery schedule, and resource requirements.
  • Report on project progress at established intervals to the customer and Avaya APCS management.
  • Acts as primary interface with the customer on issues regarding the project schedule and deliverables. Ensures weekly customer reviews are held to review progress and mitigate project risks.
  • Oversees change management process to ensure all scope changes are documented, communicated and priced as needed
  • Proactively manages program escalation of issues to the appropriate organizations.
  • Review MATRIx Client records and technical onboarding to confirm product enablement of all CIs
  • Confirm plan of record for transition of all Custom Applications, or development of new Custom Applications
  • Confirm plan of record for all Third Party and Dev Connect solutions
  • Ensures lessons learned are documented and communicated via established PMO methodology
  • Understands the different Services purchased by the customer and work with the customer and internal stakeholders to ensure the delivery of those specific services
  • Ensure all project information, documentation and products are correctly identified and stored

About the Responsibilities

  • Direct technical/personnel resources (AI/STE) to ensure project results-quality, time &cost-effective manner
  • Performs Extract, Transform and Load (ETL) on data for Service Transitions projects::
  • Configures “data” with Managed Service support systems and tools (e.g. ESP and MATRIx):
  • Troubleshoots related issues as required to ensure proper uploading into target support system
  • Manages/Drives vendors in the proper configuration of elements that can’t be configured by PC team  
  • Performs testing of configured data and coordinates testing performed by Service Transition Engineers on configured elements prior to declaring element as ready for Day2 support
  • Supports Service Transition Engineer (STE) on the configuration of MATRIx and ESP data to bring a customer into AOS management                                
  • Provide training to colleagues related to new tools or technologies used to perform job responsibilities; create job aids and documentation as required
  • Recommends solutions to enhance processes and tools for the purpose of reducing time and cost associated with on-boarding customers
  • Provide support and project accountability for successful deployment of Service Transition activities to meet expectations and business commitments.
  • Support other projects and process improvements as required by needs of the business

About the Requirements

  • Must be able to communicate effectively in English with all customers and stakeholders. Mandatory requirement
  • Must be able to manage projects with little or no supervision..
  • Candidate must be have the ability to operate in a fast paced environment undergoing tremendous change
  • Candidate must operate extremely well under pressure
  • Do everything as a team player, strive to learn, provide feedback, and share your knowledge
  • Self sufficient, self starter, work with limited supervision
  • Be creative, collaborative, and innovative, drive solution’s, utilize technical skills
  • Exercise business acumen, be customer focused
  • Works well both alone or in a team setting
  • Strong analytical skills
  • Strong organizational skills.
  • Strong verbal, written and presentation communication skills.
  • Ability to maintain an appropriate relationship with clients, make adjustments within constraints set to achieve the optimum results.
  • Conflict & Crisis Management skills

Education / Experience:

  • Bachelor's Degree with 3 to 5 years or more of related technical and project management experience, or an equivalent combination of education and work experience. 
  • High level knowledge of LAN technologies (CCNA preferred)
  • PMP (Project Management Professional) Certification or equivalent preferred.
  • ITIL® Foundation certification preferred
  • Knowledge of Avaya Unified Communications and Contact Center solutions is considered a major plus

Preferred Certifications

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