Business Analyst - Customer Operations

JOB SUMMARY

This position is responsible for analyzing business operations and recommending solutions to align business functions in order to provide technical solutions to meet user needs and organizational goals. Possesses expertise in the business unit(s) supported as well as an understanding of the Operations technical systems and capabilities. This role requires understanding of organizational structure, policies, and operations of an organization, and recommends solutions to improve business processes and planning. Works independently with minimal supervision.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience. Analyzes business partner’s operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions. Assists in business process redesign and documentation as needed for new technology. Translates high-level business requirements into functional specifications for the organization and/or vendors. Manages changes to such specifications. Negotiates agreements and commitments by facilitating communication between business unit(s) and/or vendors from initial requirements to final implementation. Works with business partners within one business function to align technology solutions within business strategies. Assists Project Managers in development of project plans and use associated project planning tools as needed. Conducts feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.

Analyzes business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization. Establishes specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel. Collaborates with management in systems development and design. Develops test plans and coordinate software testing. Performs other duties as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English Working knowledge of cable television operations, processes and billing systems Proven interpersonal skills Demonstrated leadership abilities with the ability to present performance feedback effectively Proven presentation skills with small- to medium-sized groups Demonstrated analytical ability. Ability to work independently Demonstrated project management skills

Required Education

Business or Technical Bachelor’s degree or equivalent combination of education and experience.

Required Related Work Experience and Number of Years

Procedural documentation and project implementation - 5+

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Preferred Education

Preferred Related Work Experience and Number of Years

Call center/customer care operations management experience - 5+

WORKING CONDITIONS

Normal office conditions

EOE

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

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