Full Job Description
Our heritage is proudly Australian, but we're creating a global footprint. With a workforce of employees across more than 20 countries, we’re working towards our vision of becoming a world-class technology company that empowers people to connect.
To deliver on this, we’re creating a culture that is more diverse, innovative, and collaborative than ever before. It means everyone in Telstra plays a role in achieving our strategy and purpose.
About the team
Our GBS team
The mission of the Global Business Services (GBS) unit is to leverage talent, technology, and partnership to create growth, value, innovation and differentiation via a service mindset.
Our focus is to deliver great experiences, to simplify and innovate, and drive Telstra’s profitability across a global operating footprint.
The focus of the role
To effectively deliver Service Asset and Configuration Management services and onboard new customers and products maintaining quality and data standards.
To implement appropriate asset management processes and ensue data accuracy and correct billing.
The role with us
As a Complex Customer Service Specialist, you use your great customer skills combined with your product and process knowledge to positively impact our customers’ experience. You directly contribute to the retention and growth of customers by being a key interface within Telstra to ensure effective service delivery and issue resolution for customers.
Deliver asset management services utilising ITIL framework and improve, manage, and maintain the data quality and accuracy for our customers.
Contribute to the implementation and communication of configuration data standards for the asset database (ServiceNow, BMC Remedy)
Work with the Service Desk, Billing, Transition Project, and Account teams to map customer requirements to our configuration standards
Responsible for populating and maintaining ServiceNow/BMC Remedy with configuration and foundation data
Manage data load sheets and admin tasks to ensure CI and required information available for billing
Maintain accuracy in the CMDB
Contribute to the implementation and ongoing maintenance of reconciliation process with Network Management tools and Telstra Core Systems
Implement, monitor, and improve data quality through validation tools and processes
Ensure delivery of asset services to meet customer contracted deliverables
Participate in Service Integration initiatives
Contribute to continuous service improvement initiatives
Attend Customer/Stakeholder Meetings/Service Reviews as required
Maintain professional and timely communication at all times
Compile and maintain performance metrics and SLA achievement
Ensure all required Customer Work Instructions and Process Documents are current
Working with delivery and assurance groups to meet a common goal of achieving the desired outcome for the customer
Ability to collaborate across geographies, cultures, and industries
Proven Customer Service skills
Proven Time Management and Prioritising skills
Excellent Oral and Written communication skills
Good decision-making skills whilst working under pressure
Experience with ServiceNow/BMC Remedy
Extensive knowledge of MS Excel especially with large volume of data with respect to analysis and reporting
Excellent Communication Skills (both verbal and written)
Asset and Configuration Management Experience
Customer Service Experience
Service Management Tools (ServiceNow/BMC Remedy) Experience
MS Excel Skills
Data Analysis and Reporting Skills
ITIL v3/v4 Foundation Certification
Attention to detail
Ability to work independently/unsupervised
If this opportunity sounds like a perfect fit for you, we'd encourage you to apply!
We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.
To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.