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Business Analyst -Customer Ops

Company: Spectrum
Location: Charlotte
Posted on: August 17, 2019

Job Description:

Client Reference Code: 246067

JOB SUMMARY

The Business Analyst serves as a liaison between the business community and the IT organization and/or vendors in order to provide technical solutions to meet user needs. Possesses expertise in the business unit(s) supported as well as an understanding of the IT organizations systems and capabilities. Provides complex analysis services, translating user needs into detailed specifications to allow Information Technology Department to deliver an appropriate solution. Works independently with minimal supervision.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Analyze business partners operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.

Assist in business process redesign and documentation as needed for new technology.

Translate high-level business requirements into functional specifications for the IT organization and/or vendors. Manage changes to such specifications.

Negotiate agreements and commitments by facilitating communication between business unit(s) and IT and/or vendors from initial requirements to final implementation.

Work with business partners within one business function to align technology solutions within business strategies.

Assist Project Managers in development of project plans and use associated project planning tools as needed.

Conduct feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.

Analyze business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization.

Establish specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.

Collaborate with management in systems development and design.

Develop test plans and coordinate software testing.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge


  • Ability to read, write, speak and understand English
  • Working knowledge of cable television operations, processes and billing systems
  • Excellent interpersonal skills and ability to present performance feedback effectively
  • Excellent presentation skills with small- to medium-sized groups
  • Strong analytical ability
  • Ability to work independently


    Education

    Bachelors degree in business administration, computer science or related field

    Related Work Experience

    Procedural documentation and project implementation experience

    Experience training supervisors in a call center environment

    PREFERRED QUALIFICATIONS

    Skills/Abilities and Knowledge

    Demonstrated project management and leadership abilities

    Related Work Experience

    5 years of call center/customer care operations management experience

    WORKING CONDITIONS

    Normal office conditions

    Job Code : CDA360 Business Analyst - Cust Ops Exempt

    246067BR

Keywords: Spectrum, Charlotte , Business Analyst -Customer Ops, Professions , Charlotte, North Carolina

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