Job Vacancies at Nexio

Overview

• A Level 1 – Technical Assistant will receive training/mentorship within our Network Management Centre (Telecommunications) that currently deals with Event & Fault Management and Incident Management on a 24/7 basis,
• Each Technical Assistant will take responsibility for the following during the program:
• Monitoring of the network alarming.
• Timeous logging of incidents for alarms received.
• Timeous handover of incidents to all resolving parties.
• Facilitating field services calls and tracking of faults on the trouble ticketing system.
• Management and closing of incidents as per Fault management procedure.
• Understanding of all key performance indicators.
• Answer agreed percentage of voice calls and emails within allocated service time

Educational and/or Work Experience Requirements

• Matric/Grade 12 or NQF level 4 (Essential)
• Computer Literacy (Essential)
• Must understand IT or telecommunications (Advantageous)
• Experience working with call center or service desk environments (Advantageous)
• IT or Telecommunications certification would be (Advantageous)

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ROLE PURPOSE

• The Senior Account Manager (SAM) will facilitate growth in the contribution to Revenue and Gross Profit of Nexio by chiefly developing new business and then managing customer engagements at all levels within the customer business landscape.
• SAM will have enough knowledge of the market conditions from a macro and micro perspective to make informed decisions and provide direction to customers specific to their requirements.
• As a SAM understanding the Industry Verticals and the strategies needed to be effective and offer Industry Specific solutions.
• The SAM will assist in identifying solutions that need to be offered as part of collaboration with internal Nexio pre-sales-, product-, services- support staff with engaging, open communication and teamwork.
• Engaging customers in unison with Nexio’s strategies and passion for service excellence and professionalism.
• SAM engages at customer C-Levels and offers solution and services with a thorough and comprehensive understanding of their organization which supports the continued provision of essential solutions and services in a timely, efficient, and effective manner.
• SAM need to have the ability and is capable of prospecting large enterprises at an executive level and to manage multiple customer accounts efficiently and effectively.
• Exciting the customer and delivering an exceptional experience is part and parcel of the SAM and what the SAM must provide.
• Act as the customer lead to the extended solution and / or service delivery team.
• The above objectives and ability to manage stakeholders and outcomes will be essential to succeed.

ROLE REQUIREMENT

• Alignment with key strategic initiatives as determined by the Board from time to time.
• Keeping abreast of technological changes and how it influences the engagement with the various customer market verticals.
• Complete understanding of Nexio’s annual Revenue and Gross Profit budget deliverables and how each individual AM’s success is imperative to delivering on target and on budget.
• Taking the lead and driving successful customer engagements coupled with engagement from the various Nexio support teams and back-office processes
• Deliver on targeted Revenue and Gross Profit values
• Develop on a continuous basis a pipeline of prospects that will feed into the overall pipeline value of the business and meticulously update and progress pipeline opportunities to purchase orders.
• Thorough understanding of the market and market verticals and their associated technological and business requirements.
• Knowing, understanding and mapping Nexio focused solutions to customer requirements.

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ROLE REQUIREMENT

• Process Analysis: Conduct a thorough analysis of existing business processes to identify opportunities for automation.
• Requirements Gathering: Work closely with stakeholders to gather and document business requirements for RPA solutions.
• Solution Design: Develop detailed process maps and design automation workflows in collaboration with RPA developers.
• Project Management: Manage RPA projects from inception to completion, ensuring timely delivery and adherence to project goals.
• Testing and Validation: Oversee the testing and validation of RPA solutions to ensure they meet business requirements and function as intended.
• Change Management: Facilitate change management activities to ensure smooth adoption of RPA solutions across the organization.
• Performance Monitoring: Monitor the performance of implemented RPA solutions and identify areas for improvement.
• Reporting: Prepare and present regular reports on project status, performance metrics, and ROI to senior management.
• Progress Tracking: Track project progress using Jira and ensure all documentation is updated on Confluence.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• IITIL V4/5 Foundations
• Minimum of 3 years of experience as a Business Analyst.
• Technical Skills: Proficiency in RPA tools such as UiPath, Automation Anywhere, or Blue Prism. Familiarity with process mapping tools and techniques.
• Working experience in the following systems:  ServiceNow, ForceLink, MSPI, Siebel
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with stakeholders at all levels.
• Project Management: Proven experience in managing projects, with a solid understanding of project management methodologies.
• Tools Proficiency: Experience with Jira for progress tracking and Confluence for documentation management.
• Experience in a telecommunication operational environment - advantageous