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Service Delivery Analyst II - Mobile Operations Support

Date posted 03/04/2019 Requisition Number: 234117BR Location: United States - Connecticut - Stamford Area of Interest: Customer Service, Operations/General, Project/Program Management, Telecommunications Position Type: Full Time
The Analyst II, Service Delivery is responsible for analyzing processes and data by extracting and analyzing data from various data warehouse environments. This includes data for E911, LNP, Sales Support, Service Delivery, etc. This position identifies and reports on trends and patterns found within the data, and makes recommendations for business and process improvement, quality process and training, and operational readiness. The analyst works with business users to understand requirements and expectations for permanent and ad hoc requests, to meet the analytical data needs of the business unit. Basic understanding of existing business processes, policies and procedures and plans departmental solutions. Partners with operations manager and team to establish key service standards and policies and ensures supporting tools and technologies are in place to enable frontline employees to meet and exceed performance standards.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Interpret data and analyze results using statistical techniques, and provide ongoing reports.

Identify, analyze and interpret trends or patterns in complex data sets.

Work closely with management to prioritize business and information needs.

Investigate and perform root cause analysis.

Define, document, implement and track process flows for all smaller scale processes, procedures, and policies for the department.

Interact with cross-functional teams to ensure business processes and rules are aligned, adjusting documentation accordingly.

Document processes using appropriate documentation tools, such as Microsoft Word, Visio, etc.

Document and help design the business processes supporting strategic Charter technology and product initiatives.

Interact with internal teams to ensure systems/tools are in accordance with business processes and rules; adjust systems/documentation accordingly.

Perform a cross-functional role to facilitate business process changes with stakeholders in other departments; work with stakeholders to support the integration of new products and services, regulatory requirements, tools, technologies and markets into existing operations.

Audit and recommend updates to existing methods, procedures and process documentation on an as needed basis.

Participate in process requirements, planning and validation through operational testing to ensure plan changes meet business sponsor needs.

From an E911 perspective, researches, documents, and analyzes 911 call failures for root cause. Works with Senior 911 Analyst and Senior 911 Manager to make recommendations for policy alignment and process improvement.

Monitors and reviews reports and records of activities to ensure Residential and SMB PAC organizations are accurately resolving 911 call failures within 72 hours

Responds quickly and accurately to queries directly from Public Safety

Queries data comfortably to provide information requested by 911 users

Manage the process review and signoff of new methods and procedures.

Support testing and roll out of all projects/process improvements that impact the department.

Create test plans to support testing for all tools leveraged by Service Delivery

Understand policies, procedures and practices for analysis of business performance and impact.

Perform other duties as requested by management.

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of database/reporting systems (SQL, Oracle, etc.)
Strong written and verbal communication and presentation skills
Ability to self-train and pick up new skills quickly
Proficient use of PC software applications (Access, Excel and PowerPoint)
Ability to create and maintain spreadsheets
Commitment to quality service through appropriate follow through, urgency and persistence
Strong analytical skills and the ability to present information in an understandable format
Ability to effectively consult with department managers and leaders
Moderate knowledge of telephone billing systems
Understanding of 911 routing, MSAG, and GIS
Familiarity with 911 ALI databases, switched networks, cable billing and order entry systems, and have strong troubleshooting skills
SME for 911 trouble ticket management systems including NRFs, ANI/ALI errors, and 911 misroutes
SME support for 911 network and routing issues, and internal and external outage impacts
SME support for managing 911 vendor
Proficiency in Microsoft Office products required

Bachelor’s degree in Business or related field or equivalent experience

Related Work Experience
6+ Years Business Analyst/Data Analyst experience
2 Years Overall general systems and applications experience
1 Year Reporting tools experience (Micro Strategy)

Related Work Experience
2 Years SQL server integration and reporting servers experience
2 Years Data collection and database design experience
2 Years General Cable industry experience

Office environment
Exposure to moderate noise level
May require occasional travel

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications
reaffirms its commitment to providing equal opportunities for employment and advancement to qualified
employees and applicants. Individuals will be considered for positions for which they meet the minimum
qualifications and are able to perform without regard to race, color, gender, age, religion, disability,
national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal,
state or local laws.

FCC Unit: HQ452 Business Unit: Customer Operations Apply Later

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