N3 Support Consultant and Specialist

In Generative Artificial Intelligence applied to the Digital Workplace, including solutions such as ChatGPT, Claude, Microsoft Copilot, and other platforms based on large language models (LLM).

Ability to identify, design, and implement AI use cases oriented towards productivity, automation, knowledge management, employee support, and process improvement.

In AI agents, corporate assistants, intelligent automation, prompt engineering, and the integration of AI solutions with business applications and information sources.

Ability to evaluate different AI solutions and select the most suitable one based on the use case, security requirements, integration, cost, user experience, and service model.

Broad knowledge of the Digital Workplace environment in Microsoft ecosystems.

Advanced knowledge and/or certifications in MDM technologies such as VMware Workspace ONE, Microsoft MEM, and Microsoft Desktop environments.

In security, antivirus, and mobility environments.

In productivity and collaboration tools and services.

Solid knowledge in the implementation and management of ITIL processes.

Demonstrable experience in technical support departments and in Telefónica after-sales environments.

In Generative Artificial Intelligence applied to the Digital Workplace, including solutions such as ChatGPT, Claude, Microsoft Copilot, and other language model-based platforms.

Experience with ITSM tools such as Remedy, ServiceNow, or other similar solutions will be very positively valued.

In technical consulting and business consulting.

In data analysis, interpretation, and exploitation.

In the design and preparation of dashboards.

In the identification of improvement opportunities and business process optimization.

In the analysis of indicators, interpretation of dashboards, and definition of evolution proposals oriented towards achieving KPIs.

Telefónica defines a high-impact culture and a common leadership model that allows us to turn strategy into action, based on three key attitudes:

Engineering in Telecommunications, Computer Science, or equivalent training in the ICT field.

Certifications in MDM technologies: VMware WSO, Microsoft MEM, Microsoft Desktop environments, etc.

Service management training and/or certifications (ITIL).

VALUED KNOWLEDGE AND SKILLS

High level of English.

DESIRED EXPERIENCE

¿Quieres unirte a una empresa líder en la industria tecnológica?

Sabemos que estás en búsqueda de un cambio...

And that's why, at Telefónica España, we offer you the opportunity to join our team.

Personas con muchas ganas de darlo todo y marcar la diferencia. Apasionadas de la innovación y las tecnologías punteras.

Con esta oportunidad podrás adentrarte en el apasionante universo tecnológico y ser parte del cambio: un mundo más conectado, más humano, y lleno de historias que transforman vidas.

WE WANT PEOPLE LIKE YOU...We want to be the engine of our clients' digital transformation, supporting them in the implementation of procedures, process automation, and the management of IT services that allow them to achieve their business objectives within the Digital Workplace scope.

If you join Telefónica, you join one of the TOP TEN technology companies to work for in Spain and a team that keeps reinventing itself every day to be a leader in its sector.

Y es que, en Telefónica España, creemos firmemente que son las personas como tú las que dan sentido a la tecnología y no al revés. Queremos hacer nuestro mundo más humano, conectando la vida de las personas. Y por ello, aspiramos a digitalizar a toda la sociedad, sin dejar a nadie atrás.

Además, somos uno de los mejores empleadores:

We are looking to hire a Consultant and N3 Support Specialist for Digital Workplace, Desktop, and Mobility services and special projects, with strong technical leadership in continuous improvement initiatives. This person will be responsible for identifying, defining, and driving the evolution and transformation needs of the services and projects under their scope of action.

Additionally, they will coordinate cross-functional initiatives within Enterprise Operations oriented towards the transformation of the operating models of the different TSOL and TE business lines, driving their convergence towards a single operating model that maximizes perceived customer quality and generates efficiencies for the company.

They will also participate in the definition, evolution, and development of new services, collaborating closely with the DSS and Marketing areas.

The differentiating character of this position lies in its role as a cross-functional reference for Transformation and Operational Excellence within Smart Workplace services, complementing the functions performed by N3 Service Managers and Solution Architects.

While N3 profiles are primarily oriented towards advanced technical resolution and Solution Architects towards solution design, this position will have the additional mission of identifying, designing, prioritizing, and driving evolution initiatives that allow for the industrialization, automation, and transformation of the Smart Workplace service delivery model.

WHAT CHALLENGES YOU WILL FACE ON A DAY-TO-DAY BASIS

Transformation and continuous improvement of the Smart Workplace operating model

Lead the evolution of the Smart Workplace operating model, cross-functionally analyzing services, projects, and clients to identify and implement opportunities for simplification, standardization, automation, efficiency, and quality improvement.

Drive the evolution of processes and procedures associated with the implementation and operation of services.

Industrialization, automation, and Artificial Intelligence

Identify, design, and implement automation and Artificial Intelligence initiatives that contribute to reducing manual tasks, accelerating diagnostics and resolutions, optimizing service provision and operation, and increasing scalability.

Industrialize developed solutions, transforming them into procedures, automations, operational architectures, patterns, and reusable best practices across the entire set of Smart Workplace services.

Evolution towards a proactive and data-driven operation

Drive proactive operating models supported by telemetry, observability, DEX, service analytics, and technical and experience metrics.

Use the information obtained to anticipate incidents, identify trends, and generate continuous improvement opportunities in services.

Shift Left, knowledge management, and capability development

Lead the evolution of the Shift Left model, identifying capabilities and knowledge currently concentrated in higher levels that can be transferred to N2, N1, N0, automations, or self-service mechanisms.

Design and promote procedures, tools, playbooks, training, and knowledge repositories.

Detect training needs within teams and drive the corresponding training initiatives.

Technical-economic optimization and impact measurement

Evaluate improvement initiatives from both a technical and economic perspective, seeking to reduce operational effort, delivery costs, incidents, escalations, and resolution times.

Guarantee the maintenance or improvement of service quality and customer experience.

Define and monitor KPIs that allow for the objective measurement of the impact of implemented improvements.

Technical leadership and cross-functional coordination

Act as a technical reference in situations of special complexity.

Serve as a link between the Operations, Architecture, Engineering, Security, DSS, Marketing, manufacturers, and clients areas.

Transfer needs detected during operation towards the evolution of services and the Smart Workplace portfolio.

Evaluate new technologies and lead proofs of concept that provide operational improvements or competitive advantages.

DO YOU IDENTIFY WITH THIS? IT IS TIME TO TAKE THE LEAP!VALUED TRAINING:

.WORK LOCATION: NATIONAL SCOPE

WHAT ARE WE LOOKING FOR?