- Entry level
- No Education
- Salary $18,000.00 - $30,000.00 unpaid work
- RTP, NORTH CAROLINA, US
Service Compliance is an entitlement delivery quality and enablement function that enables cost-effective and growth-oriented services across future business models. One of the key roles within the team is the alignment of our entitlement strategies (immediate and future) to those of prioritized Cisco Services and Technical Services initiatives.
We need to ensure that new CX services, acquisitions, and products provide a consistent user-experience and provides precise access to entitled services (e.g. Technical Support, RMA, Software downloads, Digital Experience, Enablers, etc. and similar services they purchased). This approach provides the necessary flexibility and differentiation to support both existing and new service business models at Cisco. Our goal is to establish that new service programs are designed in a manner that enable and facilitate customer success in our CX Model.
Using a combination of exceptional analytical skills, tools / systems, process knowledge, and effective stakeholder management, the vendor representative will
Provide consulting services to execute and support activities related to the introduction of new service programs, new products, and acquisitions.
Provide business and strategic analyses, program management support and other activities as directed.
Strategic planning and document information for work sessions, meetings, and results as directed. Publish all project/ program related documentations in Cisco’s repository.
Demonstrate the existing framework of business processes and system capabilities to design and document an end-to-end solution that meets the registration, onboarding, access management and entitlement needs of the service programs.
Gap analysis where existing functions and systems are not sufficient to support new business, and engage with IT to build and drive user stories to bridge these gaps.
You will be responsible for engagements with all ongoing and new CX Portfolio and other CSDM (Cisco Services Design Management) new service offers, and Cisco Acquisitions secure their program and process design is the best and is aligned with Cisco Entitlement Policies.
You have the ability to identify potential loopholes and entry points for services fraud or over-delivery is operational from a service support tools and systems perspective (Service Request Management Tool for TAC case creation, CS One and SalesForce.com for case management, and Product Return Request Tool (PRR) for RMA creation and entitlement, etc.
You will handle the correct entitlement controls and settings for all new Global Service Program (GSP) creation in regards to entitlement existing and new Business Processes and enforcement settings for those business processes (including TAC support, hardware replacement, on-site services, software download, and access to services (Entitled Party), etc.).
Decipher business issues into system solutions, with a shown strength in evolving and handling systems development
Additional responsibilities include:
Collect and refine business requirements and relevant use cases from service offers and identify conflicts in service offers
You will lead the daily updates for the CSDM Engagement team via Smart Sheet to track each ongoing engagement is updated with the most up-to-date and complete details as known
You will provide weekly status report on all CPDM / CSDM / Acquisition related engagements in weekly team meetings. Update of engagements in reports, slide presentations, and Employee Community sites as required. Daily update of team CSDM Smart Sheet Engagement tracker.
Provide updates to the broader Service Entitlement Team about projects that impact entitlement operations and assess business process impact points.
7+ years of strong product management or business analyst experience in taking a technology product from idea to maturity and managing multiple related projects simultaneously.
Excellent client engagement and stakeholder management skills.
Strong analytical skills and broad business knowledge.
In-depth knowledge of Product/ Service Lifecycle (PLC) and product development.
Extraordinary communication, writing, and presentation skills, with ability to tailor communications to technical, business, and executive-level audiences.
Familiarity with modern IT systems, databases and technologies, especially Internet related technologies, data processing, and SOA web services.
Prior Cisco experience, especially in
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