Order Management Support Engineer- Telecom

About the Company

Our Mission

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. Our mission it to go beyond, creating meaningful experiences for our employees and customers. Our vision is to be the go-to ServiceNow Guide, creating extraordinary results, with ServiceNow.

NewRocket has been awardedthe 2024 BEST Award, 2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF), 2023 ServiceNow Worldwide Customer Workflow Partner of the Year and 2023 ServiceNow Creator Workflow Partner of the Year. We are #GoingBeyond

Come join our Crew!

Our Approach to Work

At NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams.

We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!

Your Career

NewRocket is a global team made up of ServiceNow professionals who help our customers run and grow their ServiceNow environments. Founded with the insight that technology has the power to make people's lives better and recognized as one of the world's most innovative companies, ServiceNow provides a platform that makes workflows work. We are hiring for a Order Management Support Engineer, to join our award-winning Customer team!

About the Role

The Telecom Order Management Support Engineer will be responsible for managing the complete lifecycle of telecom customer orders from order receipt through successful activation. The role involves validating customer orders, monitoring provisioning milestones, resolving order fallouts, coordinating with multiple internal and external stakeholders, and ensuring SLA compliance while delivering an excellent customer experience.

Key Responsibilities

Order Management

• Manage end-to-end telecom service orders.
• Validate customer order information before provisioning.
• Monitor order progress across various systems.
• Ensure timely completion of customer orders.
• Track provisioning milestones.
• Perform order status updates.

Order Fallout Management

• Investigate failed telecom orders.
• Identify root cause of provisioning failures.
• Correct order data.
• Re-submit failed orders.
• Coordinate with engineering, provisioning and vendor teams.
• Escalate aged or critical orders.

Customer Support

• Provide order status updates.
• Coordinate installation appointments.
• Handle customer escalations.
• Maintain professional communication with customers.

Operational Activities

• Monitor SLA compliance.
• Maintain daily productivity targets.
• Prepare operational reports.
• Update ticketing systems.
• Participate in operational review meetings.

Required Skills

Telecom Skills

• Telecom Order Management
• Telecom Provisioning
• Order Lifecycle Management
• Order Validation
• Order Fallout Analysis
• Customer Order Management
• Service Activation Process

Systems Knowledge (Preferred)

• CRM Applications
• Order Management Systems
• ServiceNow
• Salesforce
• Provisioning Systems
• Ticketing Tools

Technical Knowledge

• Broadband Services
• Fiber Services
• Ethernet Services
• Voice Services
• Telecom Service Provisioning

Qualification

• Bachelor's Degree
• Diploma holders with relevant telecom experience may also be considered.

Experience

• 1-3 years in Telecom Operations.
• Experience in US Telecom preferred.

Soft Skills

• Excellent written communication.
• Good verbal communication.
• Strong analytical thinking.

Shift Requirements

• Flexible to work permanent in UK/US shift hours.
• Willingness to work weekends based on business needs.
• Ready to support critical business escalations.