Position Objective:
The End-to-End Service Order Orchestration SME will provide domain expertise for the design, customization, validation, and rollout of the client service order management and orchestration capability. The role ensures that the platform supports the complete lifecycle of service requests, order creation, approvals, assignments, fulfillment, field execution, status tracking, closure, and reporting. The SME will work closely with business stakeholders, architects, business analysts, developers, integration teams, and operational users to translate operational processes into effective and practical system workflows.
Job Description & Responsibilities:
- Define and validate the end-to-end service order lifecycle, including request intake, order creation, feasibility assessment, approvals, assignment, fulfillment, completion, and closure processes.
- Work closely with business teams to analyze current operational processes, pain points, manual workarounds, and target-state workflows.
- Define service order orchestration rules, including statuses, transitions, SLAs, approvals, escalations, dependencies, and exception handling mechanisms.
- Support the design and optimization of client workflows for service delivery, infrastructure deployment, field operations, task management, and operational reporting.
- Provide input into functional specifications, workflow diagrams, process maps, user stories, and acceptance criteria documentation.
- Validate that platform customizations and workflow implementations meet business, operational, and governance requirements.
- Support UAT preparation, test scenario development, defect review, validation activities, and business sign-off processes.
- Advise on operational controls, governance requirements, handover points, escalation paths, and process compliance.
- Support training activities, change management initiatives, user adoption, and operational readiness for service order management users.
- Act as the key liaison between operational SMEs, business stakeholders, and technical implementation teams.
- Ensure alignment between business workflows, system behavior, and operational execution standards.
- Participate in workshops, solution reviews, and process improvement initiatives throughout the project lifecycle.
Qualifications & Experience:
- Bachelor’s degree in Telecommunications, Engineering, Information Systems, Business Administration, Operations Management, or a related field.
- 8+ years of experience in telecom operations, infrastructure delivery, service delivery, field operations, or order management environments.
- Strong understanding of service order management, fulfillment processes, workflow orchestration, provisioning, approvals, operational governance, and SLA management.
- Experience within telecom service delivery, network rollout, site acquisition, civil works, fiber deployment, infrastructure delivery, or related operational domains is highly desirable.
- Experience supporting digital transformation, workflow automation, ERP, CRM, OSS/BSS, or service/order management platform implementation projects.
- Experience supporting UAT activities, business process design, system validation, and operational acceptance.
- Strong analytical, documentation, stakeholder management, and process improvement skills.
- Ability to bridge operational business requirements with technical delivery and system implementation teams.
- Experience working within Agile, hybrid, or structured project delivery environments is advantageous.
- Strong communication and facilitation skills with technical and non-technical stakeholders.
- ITIL Certification preferred.
- TM Forum Certifications preferred.
- Lean Six Sigma Certification preferred.
- Business Process Management (BPM) Certifications preferred.
- Agile / Scrum Certifications preferred.