Process Analyst/technical Writer

**Job Family Description**

Process Analyst/Technical Writer covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Process Analyst/Technical Writer is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.

**Job Role Description**
- The Process Analyst/Technical Writer manages efficient and effective managed services to meet customer agreed service levels, through continually assuring process performance, and optimising delivery resources.
- Key Tasks And Responsibilities
- For a single smaller customer, for multiple functions of a medium customer, or for a large scale single function, with in total, small to medium business volume and moderate / medium level complexity and risk probability.
- Within agreed scope, has overall responsibility to achieve operational targets, and customer contractual agreements including service level targets, continuously improving the efficiency, effectiveness, and quality of own Managed Services (MS) operations.
- Leads and manages resources performing several or all aspects of Managed Services operations, handles staff management issues, including resource management, allocation of work and performance management.
- Monitors the real-time demand of work for the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritisation of work and / or engagement of additional temporary resources.
- Handles primary operational escalations from customers and local MS project teams, undertaking all resolution management activities defined within MS customer contracts to meet the committed service level agreement targets.
- May interact with smaller customers at their senior operational management level on escalated performance failures / issues / risks, or on major performance improvement initiatives. Influences and acts to improve customer perception of Nokia's Managed Services.
- Liaises, and takes leadership from an MS end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organisations, and / or in the customer's organisation to ensure that operational level agreements are being achieved for own scope, that ongoing co-ordination is facilitated, and overall customer Service Level Agreements (SLAs) are met.
- Recommends best practices to improve for MS operations within own function or wider operational environment.
- May lead small service improvement projects with limited risks and resource requirements.

**Scope And Contribution**

Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

**Knowledge And Experience**
- Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.
- Typically 3-5 years directly related experience and a graduate equivalent degree. Communication Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches.
- Conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.
- Has cross-cultural knowledge and global mindset

Pay: $75,000.00 - $100,000.00 per year

Work Authorisation:

- Australia (preferred)

Work Location: In person

Application Deadline: 29/08/2025