Application Architecture - Technical Analyst

Task description:
The scope of services includes the following tasks, which are performed independently:

Project Overview:
Within the project the first phase will be the analysis of the current

• Trader Telephony Service Set-up.
  In this phase information from Uniper?s technical teams and the external provider IPC needs to be collected in order to get a detailed process understanding.
  The “IPC Connexus Unigy Service Management” process includes the following areas:
   
• IPC incident management
  - evaluate how tickets are managed on behalf of trader
  - analyse strengths and weaknesses within IPC support/user interface
  - check integration into Uniper's ServiceNow based Incident and Change Management
   
• Trader Telephony maintenance activities initiated by IPC
  - creation of a check-list how to conduct maintenance impact analysis
  - analyse the change process of previously signed off Uniper changes
  - define timing and content of users maintenance announcements with clear impact communications,
  in particular concerning broker line configuration
   
• Review of the current End User device management
  - verification of the hardware asset list: devices, users, profiles, locations, patched ports
  - detail a checklist for end device troubleshooting
  - describe dependencies on network cabling changes in particular with switch port cabling/patching
  or ordering VLAN assignment at local IT contac

• Voice recording requests
  - review the process of voice recording exports from portal
  * by users according to Uniper's voice recording policy
  * by Uniper's IT support in case of compliance checks
  · Review Operations KPIs (IPC reports) with respect to service quality and resiliency
   
• Based on the As-Is process review the second project phase will focus on the review the overall service health and the service quality improvement. This includes the following tasks
   
• Analyze the Service Quality based on reported and managed incidents, feedback from a user satisfaction survey and IPC reports provided by Uniper,
   
• Target to answer the following questions with the analysis:
  - what are service quality issues?
  - are there patterns?
  - are KPIs of the IPC contract met?
   
• Document observations in a knowledge base (SharePoint List) for the Uniper Support team
   
• Verify identified Improvement opportunities based on information coming from IPC and Uniper, especially about impact for users with turret, soft client and Home Office resp. Office
   
• Deliver the results to Uniper in a written report (list of proposals) and presented at a service review (online)
• Uniper will decide which Improvement opportunities shall be specified in detai
• Include in each of those proposed optimizations the following 4 elements:
  - problem statement
  - proposed mitigation (in technology and/or process)
  - a stakeholder impact analysis
  - a dependency analysis
  - an indication whether the implementation needs to be done by either IPC and/or Uniper 
   
• Deliver all proposals to the Uniper Service Owner in a written format.
• Uniper will sign-off every proposal and initiate an implementation. Per se the implementation itself is not part of the project, in particular if this involves any technical modification.
• However, the scope of work does include draft communications for all Stakeholders w.r.t. new/changed processes and or other changes
   
• Present all communication for sign-off by the Uniper service owner up-front
   
• Besides the general service quality, measures to improve service resiliency against failure is in scope as well.
• Specifically within the project scope are following tasks:
  - evaluate of the feasibility of additional redundancies in the implementation, in particular with SIP trunk
  - specify the creation of an additional/dedicated Uniper archive of voice records
  - review of the system architecture for further resiliency improvement measures
  
     

For each identified resiliency improvement opportunities deliver a written outline that includes
- the technical specification
- expected resiliency benefit
- a dependency assessment
- a stakeholder list
Uniper will sign-off every proposal and consider a later implementation. Per se the implementation itself is not part of the project

Verify the effectiveness of the improvements measures within the last phase of this project. This may lead to some further fine tuning of service quality improvement measure. The improvement of the overall service quality is the success criteria of this project.

Present all deliverables to the Uniper Service Owner for sign off.
Attend online service quality review meetings with IPC and Uniper, if they address service quality as in focus of this project.

Uniper provides all necessary information, access to the systems and requirements in advance.