Order Management Roles

The following types of people work with Order Management systems:

• System Administrator: Responsible for installation and setup of Order Management (including release management and patch deployment). Can step in to address non-standard situations.

• Fulfillment Designer: Responsible for creating Order Management design-time configurations, including modeling of technical products, services and resources, and modeling decomposition and orchestration rules. This person understands the runtime operations of Order Management, including testing, quality assurance, and production support. If technical integrations have to be created to external fulfillment systems, the Fulfillment Designer often works with an Integration Specialist.

• Fulfillment Manager: The manager of a queue who is responsible for the allocation of work to their team as well as receiving escalations from queue members. Also takes care of operational analytics and reporting to senior leaders of an organization.

• Fulfillment Operator: Responsible for addressing manual tasks during runtime operations of Order Management. This person is responsible for monitoring one or more manual task queues and addressing tasks in a timely manner so that SLAs are respected.

• Fallout Operator: Responsible for addressing any fallout that occurs during the regular course of fulfillment processing. This person is responsible for monitoring one or more error handling queues and addressing errors in a timely manner. If necessary, this person helps correct the data in external fulfillment systems, as well as oversees retrying or skipping failed tasks.

• Integration Specialist: Responsible for creating technical configurations to external fulfillment systems at design time. This person works closely with Fulfillment Designers to consume the data required by fulfillment systems. They interpret and generate the appropriate responses back to Order Management after the interactions are complete.

• Agent / Partner / Customer: The person or organization buying the product or service that's offered by the Telco service provider. Customers place orders (creating, configuring, reviewing, submitting). Customers want to stay up to date with their orders and any issues that come up. Customers can place orders directly (for example, using and online shop or self-serve portal) or with help of customer agents (assisted ordering).

• System or API: Not a human, but an internal or external API that executes business logic in Order Management.