Service Delivery Analyst II - Mobile Operations SupportApply Now 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
MAJOR DUTIES AND RESPONSIBILITIES
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.
Related Work Experience
1 Year Reporting tools experience (Micro Strategy)
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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.
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