Responsible for conducting business analysis activities around Residential and SMB product requests. Provides a complete analysis of the organizational and operational impacts of developing, implementing, and supporting a new product. Acts as liaison between Product Management and technical and operational support groups impacted by new products, such as Engineering, IT, Customer Operations, and Field Operations. Possesses knowledge of each group's technical capabilities, systems, processes, capacity, etc. and applies that knowledge to translate the business or user needs into business requirements and propose solutions that can be executed within the constraints of the project and the organization. Ideal candidate will have knowledge of WiFi and/or expertise related to customer premise equipment. MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experience
Gathers, analyzes, refines, validates, documents and maintains complex data for the associated Charter line of business.
Creates and maintains discrete trending dashboards for consumption by the working team and the executive team.
Performs data mining and analysis in support of process definitions for the purpose of identifying opportunities for process improvement and an improved customer experience.
Models and forecasts business trends based on historical data sets and planned product changes or feature launches.
Exhibits a proficiency with third party reporting system and serves as the primary licensed seat holder and the day to day vendor liaison for third party reporting systems.
Supports product and feature launches with data analysis and presentation that reflects the customer’s experience and usage of the new product/feature.
Effectively documents user stories and product / feature requirements to support cross-functional development and implementation, as well as traceability.
Identifies data gaps, researches methods to fill these gaps and makes recommendations to business line for gap funding.
Apply lessons learned to new projects to ensure continuous operational improvement in developing, implementing, and launching new products.
Perform other duties as required.REQUIRED QUALIFICATIONSSkills /Abilities and KnowledgeAbility to read, write, speak and understand English
Ability to analyze and interpret data
Ability to define key performance indicators / metrics
Ability to document, prepare and present data-driven presentations
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Ability to quickly become subject matter expert on multiple databases and reporting tools
Strong analytical and problem solving skills
Expertise in Excel and PowerPointEducation
Bachelor’s degree in Science, Engineering, Math or related field or equivalent experienceRelated Work Experience Number of Years
Business Analysis experience 3-5PREFERRED QUALIFICATIONS
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with direct management and company personnel
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative and to accomplish job duties
Cross-functional working skillsWORKING CONDITIONS
Office environmentEOE 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: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.
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.