What success looks like in this role:

• Oversee the end-to-end enterprise mobility provisioning process to ensure timely deployment and lifecycle management.
• Manage the volume of tickets escalated to the L2/L3 support tiers, ensuring efficient resolution of mobile device, application, and connectivity issues.
• Liaise with wireless carriers and vendors to troubleshoot hardware and service-related incidents.
• Handle VIP support requests and manage complex exception processes with high professional standards.
• Ensure the integrity, accuracy, and consistency of the ServiceNow CMDB through regular auditing and maintenance.

Process & Documentation Management

• Provide technical guidance to L1 team regarding process updates, troubleshooting techniques, and exception handling.
• Maintain comprehensive documentation for all systems, installations, configurations, and knowledge base (KB) articles.
• Generate, analyze, and distribute reports from various platforms to track performance metrics and service trends.

• Initiate and coordinate efforts with outsourced suppliers and managed service providers.
• Collaborate with internal stakeholders to identify and implement resolutions for complex mobility challenges.
• Support the evaluation and implementation of new third-party mobility solutions.

More Specific Requirements

60% – Service/Device lifecycle management (service requests in ServiceNow)

• New device provisioning
• Deprovisioning leavers
• Device refresh programs
• SIM activations and changes
• Service plan changes
• Asset assignments

20% – Issue and escalation management (incidents in ServiceNow)

• Mobile device issues
• Connectivity problems
• Mobile application support
• L2/L3 ticket coordination

10% – Vendor and carrier management

• Telecom provider coordination
• Service activation issues
• Hardware replacement requests
• Escalations with suppliers

5% – CMDB and asset management

• ServiceNow updates
• Inventory audits
• Data quality checks

3% – Reporting and telecom expense analysis

• Excel reporting
• Usage trends
• KPI tracking

1% – Documentation and knowledge base updates

1% – VIP support and exception handling

Deliverables

• Efficient processing of mobility provisioning and ticket escalations
• Accurate and up-to-date ServiceNow CMDB records
• Standardized and accessible knowledge base documentation
• Reliable performance reporting and trend analysis
• Maintained service quality through effective vendor and stakeholder coordination

You will be successful in this role if you have:

• Bachelor’s degree in computer science, STEM majors, or equivalent professional experience.
• 7 years of experience in supporting mobility users and services leveraging standard industry platforms.
• English Fluency is a required written and verbal (C1 level minimum.)
• Significant experience in IT operational roles, specifically within mobility device and services management.
• Working knowledge of IT Service Management (ITIL) frameworks.
• Proven experience with IT expense management, specifically regarding telecom and related solutions.
• Strong proficiency in ServiceNow and Microsoft Office (with advanced Excel skills, including pivot tables and data lookups).
• Professional proficiency in spoken and written English, with the ability to communicate effectively with technical and non-technical stakeholders.
• Technical Proficiency: Strong foundation in mobility hardware, software, and service ecosystems.
• Operational Discipline: Meticulous attention to detail and strong organizational skills for managing concurrent tasks.
• Engagement Style: Proactive, "can-do" attitude with the ability to adapt to changing priorities.
• Business Acumen: Understanding of current business functions and the ability to link IT services to operational needs.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.