Service Owner - Videoconferencing

PROJECT INFORMATION:

Role: Service Owner - Videoconferencing

Industry: Chemical / innovative materials

Client: global company (originally from Belgium)

Remote work: 100%

Project language: English

Project length: 3 months contracts + prolongations (we’re looking for a long-term cooperation)

Start: ASAP

Assignment type: B2B

Remuneration: up to 37 EUR/h

Location of the consultant: European Union

As a Service Owner, you will play a crucial role in ensuring the smooth operation and optimal performance of videoconferencing services. Working closely with the Collaboration Platform (Google Workspace) Service Owner, and the managed services partner who operates the support and maintenance of most services, you will contribute to the user satisfaction and overall quality of the videoconferencing.

The major services in your scope will be Appspace (Digital signage) - already live, Chromeboxes for Meetings, Royal Webcast (webinars and broadcasting), zoom,MS teams & ringcentral - to be put on live shortly.

Responsibilities:

• Steer the performance and uptime of devices (screens, chromeboxes, roompads…) via proactive monitoring and automatized incident creation.
• Oversee the lifecycle of user accounts and licenses (access to specific licenses/features, license cleaning, etc.).
• Facilitate the creation and delivery of service requests around these services.
• Maintain accurate and up-to-date configurations of video conferencing solutions ensuring operational and security compliance.
• Prepare and secure global webcasting events (only as a backup of the dedicated local supplier and the VIP support).
• Support the delivery of specific reporting and analysis in coordination with the vendors and the support stakeholders.
• Participate in the operational committees with the Managed Services partner on the Appspace platform operation, support and evolutions.
• Assist in planning, testing, and implementing changes to the services.
• Ensure efficient and smooth interaction between the company and the vendors/resellers of these services, including operational governance and contract management.
• Contribute and support the transformation roadmap by rationalising existing VC solutions, achieving a coherent and seamless VC landscape.

Continuous Improvement and Transformation:

• Help identify opportunities for process improvement and automation to enhance operational efficiency.
• Contribute to transformation projects by bringing your knowledge and technical expertise of these services.
• Documentation and Training:
• Ensure that the right procedures are maintained and understood by on-site support (devices enrollment, troubleshooting, etc.).
• Develop and maintain user guides, training materials, as well as user-facing knowledge articles.
• Maintain comprehensive documentation of the architecture, processes, and procedures (ex: service requests, account lifecycle management, integrations, etc.).

Support Operations:

• Ensure smooth coordination with the L0/L1 Help Desk and adjust knowledge base articles and incident resolution processes accordingly.
• Closely collaborate with on-side support stakeholders - as the “boots on the ground”, they ultimately guarantee devices uptime and service quality.
• Ensure smooth coordination with our Managed Services partner who handles L2/L3 support for most of these services.
• Adjust support-oriented knowledge base articles and incident resolution processes accordingly.
• Ensure a high level of user satisfaction by making sure support requests are addressed correctly in the ITSM tool and resolved efficiently.
• Intervene on the resolution of complex incidents in collaboration with the Service Owner, the editors and the Managed Services partner.
• Analyze recurring incidents to identify root causes and implement corrective/preventive measures to minimize future occurrences.

Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in supporting the operations of videoconferencing services at enterprise level, or in similar roles.
• Strong understanding of such tools and technologies, and knowledge of their ecosystem.
• Relevant certifications (e.g., ITIL, PMP) are a plus.

Skills and Behavioral Competencies:

• Videoconferencing device settings and related network flows and protocols:
• Google Meet
• Appspace
• Video conferencing tools
• MS Teams
• Royal webcast
• Zoom
• Google Workspace
• Ring central
• Chromebox
• ITIL
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and manage time effectively.
• Customer-centric approach to support.
• Attention to detail and accuracy.
• Understanding of ITIL v4 service management principles.
• Passion for technology and a desire to learn new skills.

Language Skills:

English

We offer:

• Long-term cooperation.
• Transparently built relations based on trust and fair play.
• If you’re located in Poland: co-financed benefits: Medicover card, Multisport card.