Back Office Level 1 & 2 Support Specialist

**Tech Stack:** TIBCO, Siebel 8, PostgreSQL, XML/JSON, SLA, KPI Reporting 📍 **Location:** Tirana (Hybrid) 💼 **Employment Type:** [Full-time / Permanent] 🌐 **Language Requirements:** Proficient in **Italian, English** is a plus 🚀 **About Us** Engineering Albania is a member of Engineering Group, one of the main players in the field of the digital transformation of public and private companies and organizations around the world. With around 12,000 professionals in 40+ locations (in Italy, Belgium, Germany, Norway, Serbia, Spain, Sweden, Switzerland, Argentina, Brazil, and the USA), the Engineering Group designs, develops, and manages innovative solutions for the business areas where digitalization is having the biggest impact, including Digital Finance, Smart Government & E-Health, Augmented City, Digital Industry, Smart Energy & Utilities, Digital Media & Communication. **👩 💻👨 💻About You** We are looking for a **Back Office Level 1 & 2 Support Specialist** with experience in **telecommunications wholesale environments** and **application/service delivery processes** . The role involves supporting end-to-end order management and service delivery processes for **regulated and wholesale services** , ensuring proper handling of incidents, requests, and operational activities across multiple enterprise systems. The ideal candidate has experience in **production support, application management, and telecom operational processes** , with strong technical and analytical skills. 🔧 **Key Responsibilities** - Provide **Level 1 and Level 2 Back Office support** for application and service-related issues - Manage and monitor **order processing, delivery activation, and service lifecycle workflows** - Support **incident, change, complaint, and security management processes** - Interact with technical teams (network, control room, and IT operations) to ensure issue resolution - Analyze and support **wholesale service delivery processes** , including regulated services - Perform **data analysis and issue troubleshooting across multiple platforms** - Support **ticket management and resolution workflows** - Work with cross-functional teams from both internal and external organizations (e.g., enterprise partners) - Ensure proper execution of **operational procedures and SLA/KPI compliance** - Support **Back Office operational reporting and documentation activities** 🛠️ **Required Skills & Experience** **📞Domain Knowledge (Wholesale / Telecom)** - Experience in:Order acquisition, processing, and delivery activation workflows - Wholesale service pre-sales and commercialization processes - Service delivery chain platforms for telecom environments - Knowledge of **regulated service order management processes** - Understanding of **wholesale telecom catalog and reference offers** - Experience in **application management processes** , including: - Incident Management - Change Management - Complaint handling - Security and compliance processes (e.g., D.L. 196, D.L. 152) - Experience working with **cross-company environments (e.g., internal company + external partners)** **🤖Technical Skills** - Experience with **TIBCO (4–6+ years required)** - Knowledge of **Siebel 8 (4+ years required)** - Understanding of **PostgreSQL (advanced knowledge of related languages preferred)** - Knowledge of **XML / JSON (1–4+ years depending on depth)** - Basic to strong knowledge of **data analysis and troubleshooting techniques** - Familiarity with telecom **application and service delivery platforms** ⭐ **Nice-To-Have Skills** - Strong **problem-solving ability** - Excellent **team working and communication skills** - Ability to interact with: - Technical teams (IT, network, control room) - Business users and operational teams - Strong attention to detail and ability to work in structured environments - Ability to work under SLA-driven operational pressure - Experience in **large telecom wholesale operators or regulated environments** - Knowledge of **Fibercop / wholesale reference architectures** - Experience in **complex enterprise ticketing and workflow systems** - Strong understanding of telecom regulatory frameworks and service offers **💜 What We Offer** : 💶Competitive compensation depending on experience and skills 🏢🏠Hybrid work model, option to choose/combine work from home/office; 🕘🕕Working Hours: 9 AM – 6 PM 🚑Private health insurance; 🗣️Opportunity to learn 7 different languages using our E-learning platform; **👨 💻** Great colleagues, open informal, and fun atmosphere; 📈Chance to be part of a professional and highly dynamic international environment. If your experience matches our requirements, do not hesitate to apply 📥 Burimi: https://al.linkedin.com/jobs/view/back-office-level-1-2-support-specialist-at-engineering-albania-4429848152

Niveli: senior