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UC Data & Billing Manager

Employer
University of Bristol
Location
Bristol, United Kingdom
Salary
£38,587 - £43,434
Closing date
Oct 20, 2021
The role

The successful candidate will join the busy Unified Communications Team to improve our service to our customers by providing data and billing reporting both within the team, upwards and to other business units. They will also aid the technical service managers by writing tender documentation, checking bills for accuracy and insights. They will also on occasion support the UC Manager with day-to-day activities during busy periods.

The University is embarking on a significant period of change, driven by a new digital strategy that will deliver globally accessible technical services and digital solutions to empower world class learning and research. Its key focus is on the Digital needs of our students, staff, and research partners, and modernising the University's critical IT Infrastructure.

The UC Team support over 12,000 ISDX extensions, 6000 Openscape end points, over 1400 skype for business on prem users and increasingly larger numbers of Microsoft Teams users as we migrate to using MS Teams as our UCaaS package across our user base. Zoom usages peaks at nearly 1 million minutes a day and there are typically over 140,000 MS Teams meeting/ call interactions a month. There are also over 1600 sim cards and upto 250,000 mass texts sent a year.

What will you be doing?

The role is operational reporting in nature, with an element of technical tender documentation and IT Service management.

Key activities are checking bills, creating reports, and ensuring our data from our monitoring solutions can be turned into knowledge, wisdom, and actionable plans. As the UC Data and Billing Manager your priorities will be:

1. Check the accuracy of our bills and compare them with our monitoring solutions

2. Designing new, and redesigning existing, reports in packages such as Excel and Power Bi and extracting data from a wide variety of databases and systems.

3. Work with Technical Service Managers and the UC Manager to ensure our services, data and processes fit within the IT Service Management process and standards.

4. Troubleshooting incidents and problems that are reported via our ticket management system. These incidents need to be prioritised and actioned appropriately.

5. Help to write and develop in conjunction with the Technical Service managers the technical part of tenders to aid procurement processes.

6. Utilise knowledge of Project and ITIL processes and data manipulation skills to provide knowledge and insight to inform continual service improvement plans.

You should apply if
  • You have excellent Excel, Power Bi and database skills.
  • You have exposure to UCaaS products and billing platforms such as those used by EE and BT.
  • You have experience of contact centres and generating reports from such systems.
  • You have excellent experience of Operational reporting and change management processes, working within an ITIL framework.
  • You have previous experience of managing, trouble shooting, supporting, and developing reports, able to make suitable recommendations as necessary.
  • You have previous experience of using network monitoring tools such as Prognosis, Solarwinds and call loggers for example Proteus,
  • You are comfortable with data manipulation in a large scale environment with multiple tariffs from vendors.
  • You have previous experience of liaising with 3rd party suppliers, logging tickets and tracking progress through 3rd party portals.
  • You have excellent communication skills with the ability to manage stakeholders at all levels.
  • You are comfortable in a fast-paced environment, working across multiple projects simultaneously.


It should be noted that as confirmation and clearing is such an important part of the UC team remit, the role holder would not normally be granted leave during that August period.

We welcome applications from all members of our community and are particularly encouraging those from diverse groups, such as members of the LGBT+ and BAME communities, to join us.

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