Jobs at NTT Ltd.

Role and responsibilities:
This position’s primary responsibilities are development as highlighted below:

• Provide critical (first/second/third) line of support for our internal business users
• Support user inbound incidents and requests through phone, email, and chat via an externally facing secure website to diagnose problems
• Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers
• Assist in developing and maintaining a problem resolution knowledgebase
• Document all calls in the ITSM ticketing program
• Answering of trouble tickets via web or chat
• Complete individually assigned tasks while also working as part of a larger team
• Although the preponderance of support is conducted during normal working hours 6:00 AM – 6:00 PM Mountain Time, there may be periodic ‘duty’ shifts outside normal work hours to include weekends and holidays
• Provide support to users/administrators of our platform. Supporting and contributing to the growth of best practices for the delivery of support services
• Understanding our platform, Cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations
• Act as a customer advocate, prioritizing and managing assigned incidents and escalations in the queue with little or no supervision
• Engage with cross-functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution

General knowledge, skills, and attributes:

• Knowledgeable about IT Service Management
• Demonstrate excellent customer service skills via phone, email, and IM chat
• Solid communication, problem-solving skills, and communications etiquette
• Ability to use Service Desk standards and follow guidelines, as well as help other interpret policy
• Ability to work in a fast-paced environment whilst multi-tasking with a sense of urgency to resolve tickets in a timely manner
• Requires excellent customer service skills along with the ability to apply technical knowledge to independently work on routine and complex tasks

Qualification and certifications:

• A relevant bachelor’s degree or equivalent
• Related certifications

Relevant experience:

• Demonstrated years of experience providing customer-facing technical support (Web-based products or e-commerce preferred)
• Demonstrated experience with varied technology including active directory, desktop hardware/ software, LAN/WAN, and telephony services is preferred

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Key Roles and Responsibilities:

• Develop, maintain, and govern the EA repository in support of business requirements.
• Researches, develops, and advises on Enterprise Architecture and IT Portfolio Management best practices.
• Drive the collection, storage, analysis, modelling, and reporting of IT Planning artifacts in order to assist in the management and planning of a complex IT landscape.
• Improving the (EA) repository data completeness and quality
• Develops application visualizations and analytic outputs (heat maps, capability maps, application components/usage analysis) within the EA repository.
• Works with stakeholders on the alignment of application roadmaps to technology strategy and the capability mapping to applications.
• Works with all the architecture functions on standard architecture and design templates, artifact creation, and modelling standards.
• Leads the enhancement and adoption of the EA repository across the organization.
• Develop and enforce standards Determine the technology standards, communicate and apply suitable checks and guidelines for governance.
• Provide guidance, training, and support to users of the EA repository.

Knowledge, Skills and Attributes:

• Self-managing and delivery orientated individual.
• Display knowledge of business processes and information technology delivery
• Knowledge of Enterprise Architecture frameworks and methodologies, such as TOGAF, ArchiMate, BPMN, and The Zachman Framework.
• Knowledge of IT frameworks such as ITIL, eTOM, and SAFe.
• Experience with IT Portfolio Management
• Display effective interviewing, data collection and synthesis skills
• Demonstrate problem analysis and solution formulation skills
• Display excellent planning and organizational skills
• Demonstrate leadership, analytical thinking and negotiation skills
• Demonstrate strategic and systems thinking skills
• Strong business relationship management skills
• Strong oral and written communication skills; ability to present and discuss technical information with business users

Academic Qualifications and Certifications:

• University Degree in a relevant field such as IT, Informatics or Computer Science
• TOGAF / ITIL / SAFe / Business Analysis Qualification recommended

Required Experience:

• At least 2 years experience in a relevant field
• Enterprise Architecture toolset experience, with Alfabet toolset specific experience being beneficial

What will make you a good fit for the role?

• Develops professional experience
• Applies policy and procedures to solve variety of issues
• Problems are moderate in nature
• Build productive internal and external working relationships
• Receives general instructions on routine work
• Receives detailed instructions on new work