SCM Associate

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Why this job matters

Service Control is an ITIL-driven function that builds customer trust and value, enabling us to win and retain business. We govern the Managed Service organization, demonstrating expertise in IT Service Management. Our deep understanding of the ITIL framework allows us to address customer needs effectively. Leveraging our knowledge, we provide valuable insights, guidance, and solutions aligned with industry standards, ensuring customers achieve their business objectives.

As a Service Configuration Management Support, you will be ensuring the accuracy and integrity of service data that underpin the organization's ability to deliver reliable and efficient telecom services. Accurate configuration and data management support seamless network operations, help prevent service disruptions, and enable informed decision-making. By supporting these core processes, you directly contribute to high-quality service and customer satisfaction, laying the foundation for operational excellence and future growth.

Despite existing barriers, your team ensures the Configuration Management Database (CMDB) remains accurate. You engage stakeholders across the organization to implement robust governance and quality assurance processes. Your role contributes to overcoming challenges and transforming our strategic Service CMDB maintenance approach.

What you'll be doing

1. Service Inventory Data Management and Governance 

•Inventory Data Management and Governance for Contracts: Fetching reports from various BT monitoring systems & Keep Inventory Clean portal (using automation/macros) to ensure the Inventory Data are being captured and monitored as per the business requirement.
2. Service Configuration and Build 

•Execute inventory build activities via a single-entry portal for ad-hoc, in-life service data updates.

•Verify data received from operational teams or contract stakeholders against multiple BT systems before loading into the central repository.
3. Data Reconciliation and System Updates 

•Perform detailed reconciliation of raw data provided by customers with existing master data, ensuring synchronization of Inventory across upstream systems.

•Amend and update data accurately within BT systems using automation tools, macros, and SQL queries, maintaining data consistency.

•Detailed Customer Inventory report in specific format: Inventory details are fetched from different BT Network monitoring systems or Central BTGS repository (using SQL query) and formatted in Excel before providing the final report to customer.
4. Customer-Specific Configuration Reports 

•Create tailored service configuration reports as per the customer-specific requirements, ensuring clarity and accuracy.
5. Network Database Configuration and Support 

•Basis the in-life requests received perform inventory data configuration databases, manual commissioning of routers/switches, device polling status check/amendment on Network Management Data Base.
6. Monitoring and Data Integrity Assurance 

•Regularly fetch and analyse reports from BTGS monitoring systems to verify device and service status, maintaining data accuracy and end-to-end configuration integrity.

7. Stakeholder Engagement and Customer Experience:

•Maintain proactive communication with stakeholders to understand their configuration and reporting needs.

•Facilitate timely updates, respond to queries, and clarify data discrepancies for stakeholders to foster trust and transparency.

•Continually seek feedback from customers (NPS) and stakeholders to improve service quality and ensure a positive experience.

Experience you would be expected to have:

•0–5 years of experience in telecom, IT operations, data management, or a related internship.

•Bachelor's degree, diploma, or vocational certification in Telecommunications, Computer Science, Information Systems, or related field.

•Intermediate proficiency in MS Tools like Excel, MS Power Point along with SQL, Qlik, Power BI and familiarity with automation tools is a plus.

•Strong attention to detail, willingness to learn, and proactive mindset

The skills you'll need
Complaint Management IT Service Delivery Issue Resolution Problem Solving Customer Experience Commercial Acumen Data Analysis Feedback Management Data Management Technical Support Technical Reporting Escalation Management Business Process Improvement Decision Making Growth Mindset Quality Assurance Inclusive Leadership ITIL 4 (Information Technology Infrastructure Library) Our leadership standards

Looking in:

Leading inclusively and Safely

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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