Business Coördinator (MOC/Lync and VLAN)

For our international client in The Hague we are looking for a Business Coördinator with knowledge of MOC/Lync and VLAN.

Technical Skills and Experience

Understanding of following:
- Collaboration services and technologies (eg, Video Conference, MOC/Lync)
- Basic networking principles (VLAN, etc.)
- Technical Support skills assessment
- General technical aptitude
- Process documentation skills

Soft Skills and Experience
- Self starter
- Strong communicator and facilitator (both written and spoken)
- "Driver" personality
- Able to rapidly build raport and trust with key stakeholders
- Strong organisational and prioritisation skills

Special Remarks
Suitable candidate should have prior exposure to process development, organisational development (eg, definining roles and responsibilities, etc.) and change management.

Soft and organisational skills are more important for this role than technical skills.
This is not a technical position.

About the role

Facilities Current State Assessment:

Work with Upstream SOM, OLM, and local/regional SAMs to collect and assess the following site-specific information (for confirmed in-scope facilities):
AV solution installation dates and AV integrator details
AV Design Documentation - schematics, BOM, any specific config docs
AV Hardware Warranty details - coverage, terms, expiration dates
Spare AV Hardware
IT Infrastructure (eg, AV VLAN, private network)
Number and type of Video Conferencing kits used
Identify core AV components and key support skills required
Information about responsible AV partner who provides Level 3 support (contact points,nearest office)
Details of AV partner support arrangements
Gather current support costs
Gather and document JV-specific requirements or support provisions (if applicable)

Evaluation of Current Support Capabilities:

Work with Upstream SOM, OLM, and HeC Programme Manager to obtain and assess the following site-specific information:
Presence of HP onsite support resources per location and their current skillsets as compared to AV support requirements
Presence of TUS onsite support resources per location and their current skill set
Presence of AV partner resources at each location or nearest location
For onshore locations without any onsite presence, est. time for the nearest support
resource to reach the location
For offshore locations, presence of Field Telecoms technician(s) or any other technical resource who may be involved in providing support of AV system and their current skillsets
Identify skills gaps and training requirements needed to reduce the gaps

Training Requirements Gathering:
Compare each facility profile (technical components and corresponding support skills) against the current skillsets and identify:
User support training requirements - to understand AV system users, their primary needs, interfaces used to control the AV system
Technical support training requirements - to understand AV hardware components, standard configuration, common support activities
Work with the broader HeC Support org - discuss common support practices for AV equipment, etc. Support Processes and Tools Integration:

Work with Upstream SOM, OLM, HeC Programme Mgr, HeC Service Mgr to obtain and assess support processes and tools in place with various organisations:
Capture details of existing HeC Support queues in SM9 tool
Capture details of existing HP support queues in DWNG tool Confirm whether and how SM9 and DWNG are integrated and if any steps are required for queues' integration between HeC Service and HP
Capture details of how relevant AV partners receive and track support calls and incidents
With AV partner and HeC Programme teams, evaluate time & effort needed to onboard facilities to HeC Support org`s FusionRV tool (used to monitor state of AV devices)

Support Onboarding Planning and Execution: With collected and assessed information for each facility, work with relevant stakeholders to plan activities for onboarding of facilities to HeC Support and embedding the support processes and tools:
Establish a Site Support Profile (document roles & responsibilities, underlying agreements, processes)
Plan and ensure completion of any necessary AV support instructions/training
If needed, request setup of additional support queues in agreed tools and/or ensure access to tools and queues is enabled
Agree on and document support processes for each location (where to call, who will intervene on-site, escalation processes)
Agree with HeC Support Mgr, SOM/OLM, local SAM on support scope and provisions for each facility and execute the handover to support
Coordinate change management activities before and during handover to support

Interested? Please send us your English CV, motivation and hourly rate!

Location: The Hague
Start: ASAP
Period: 6 months (option to extend)
Fulltime (40 hrs./week)