Service Delivery Analyst I

The Analyst I, 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.
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.
Monitors and reviews reports and records of activities to ensure Residential and SMB PAC organizations are accurately resolving 911 call failures within 72 hours
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
Bachelor's degree in Business or related field or equivalent experience
Related Work Experience Number of Years
Business Analyst/Data Analyst experience 4+
Overall general systems and applications experience 2
Reporting tools experience (Micro Strategy) 1
Related Work Experience Number of Years
SQL server integration and reporting servers experience 1
Data collection and database design experience 1
General Cable industry experience 1
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.
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.
FCC Unit: 13526 Business Unit: Customer Operations

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