Serves as a liaison to the business community in order to provide technical solutions to meet user needs. Possesses expertise in the business unit(s) they support, as well as an understanding of the organization’s systems and capabilities. Educates on the direction of the business. Utilizes understanding of both business process and technical capabilities to implement solutions to the more complex business needs/problems.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Oversee the functions to gather, analyze, refine, validate, document and maintain complex business requirements for all opportunity to cash order flow activities for all lines of business (video, data, and voice) for residential and commercial services.
Support the integration of new products and services, regulatory requirements, tools, technologies and markets into existing operations
Ensure complete analysis and understanding of interdependencies, business risks, risk mitigators that could impact or be impacted by the delivery of new products, services, processes and/or support technologies
Ensure all defined business rules/policies are documented, implemented as designed. Ensure process enablers are working as designed (automated as well as manual). Ensure available technology is leveraged to the fullest extent. Redesign business process where applicable to leverage available or new technologies
Oversee the translation of high level business requirements into functional specifications and then translated to technical specs for configuration and deployment. Develop and maintain library of functions specifications via Change Management processes
Function as the liaison between the business unit and the other supporting functional organizations (IT, OSS, Billing, 3rd Party suppliers, etc.) to properly interpret and deliver to the functional specifications. Ensure alignment between the business operational strategies and technical solutions.
Build and execute daily, weekly, monthly and ad-hoc reports, and ensure reports meet business needs.
Deliver reports to management within the business and the field. Be able to speak to the data, metrics and calculations. Be able to identify potential issues and make recommendations based on the data.
Assists management in identifying and delivering on new reporting capabilities. Able to take reporting asks from idea to implementation.
Utilize spreadsheets, databases, and SQL, Tableau, and other reporting software to design and generate reports as requested. Develops distribution protocol for requested information.
Ability to work with end users to understand data, systems and processes. Ability to turn these interactions into actionable requirements.
Communicates effectively with individuals and teams in the organization to ensure high quality and timely completion of projects. Builds relationship with management to ensure reporting needs are being met.
Provide in-depth analysis of operational data to perform root cause analysis, improve efficiency, productivity and customer satisfaction. Surfaces recurring problems with work processes, policies, or procedures. Suggests ways to resolve problems to serve customers better and/or to improve productivity.
Perform other duties as required
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to quickly identify business problems/opportunities
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to define key performance indicators / metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to supervise and motivate others
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Cross-functional management skills
Knowledge of process and project management
Bachelor’s degree in Business Administration or related field or equivalent experience
Related Work Experience
Business Operations Analysis experience
Project management experience
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.