ITSM Data Analyst/Report Writer
Town and Country , Missouri
November 20, 2017

Company Overview:

Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.

The ITSM Data Analyst/Report Writer is responsible for ITSM Reporting projects from requirements thru design, development, test and implementation. The Data Analyst/Report Writer is responsible for gathering, reviewing, understanding, interpreting applicable data. Maintenance and modification of existing reports is also required.
Educates and oversees compliances to Change and Configuration Management Policies, Procedures, Standards, and Tools.

Actively and consistently supports all efforts to simplify and enhance the customer experience
Champions ITSM Reporting initiatives and promotes the benefits of Service Management Report processes
Collaborates with various function al teams to collect and obtain signoff on ITSM Report Requirements
Develops and maintains ITSM Reporting specification and process documentation; recommends and facilitates improvements to the documented processes, policies and tools that support Service Management Reporting
Designs, develops and distributes custom reports as assigned or as applicable to standard operating procedures
Designs and develops high quality SQL queries
Collects and analyzes data and reporting results
Performs database administration as required/assigned
Ensures test plans are created and develops test scenarios and use cases as required/requested.
Ensures that applicable testing was passed in a lower environment prior to release of reports to Production
Maintains precise Service Management Records for future reference and accurate metrics
Performs CMDB audits as assigned and communicates discoveries to Configuration Management

Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Proficient with ServiceNow Reporting or similar tools
Strong knowledge and experience in relational database concepts, design, constraints, functions and optimization
Proficient with ODBC connections
Proficient with the Microsoft Word, PowerPoint, Outlook and SharePoint
Advanced Skills are required for Microsoft Excel pivot tables and charts
Expertise in working with data in Microsoft Access, SQL, or comparable
Ability to grasp and apply complex technical concepts
Ability to work independently, self-motivated, and highly focused
Ability to facilitate cross functional meetings with clear, authoritative and professional communication
Control-oriented focus to ensure compliance to processes and service delivery
Demonstrated ability to develop strong alliances with those outside of the immediate organization
Skilled at partnering to resolve conflict and conduct effective negotiation
Ability to positively influence outcomes of multiple projects simultaneously
Ability to enforce metrics-based process improvement across teams and locations
Intermediate skills in presenting to stakeholders and immediate leadership
Strong customer service mindset with ability to appropriately balance risk with delivery expectations
Detail oriented with strong organizational skills
Excellent inter-personal skills (listening, written and verbal communication)
Excellent problem solving and analytical skills
Demonstrated track record as a team player and a critical thinker

Bachelor's degree or equivalent

Related Work Experience Number Of Years
Experience with report development tools 5
Database query skills 5
Experience leading reporting process involving end users 3+
Reporting Experience with ServiceNow or similar Tools 1+
Experience with Code Repository tool such as CVS, GIT or similar 1+

Skills / Abilities and Knowledge
IT Service Management functions or equivalent
Experience with Project Management discipline

Team Oriented Office Environment in fast-paced and dynamic setting

EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:
Charter is committed to diversity, and values the ways in which we are different.

A little about us:
Spectrum is the nation’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products.

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