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Job Location: Maryland Heights, MO
JOB SUMMARY
The Business Analyst within Customer Operations 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 Billing Operations as well as an understanding of the Operations tools, 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
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
Strong leadership abilities with the ability to present performance feedback effectively
Strong knowledge of SDLC and Jira process to manage workload
Moderate knowledge of billing systems (CSG preferred)
Excellent presentation skills with small- to medium-sized groups
Strong analytical skills and the ability to present information in an understandable format
Ability to work independently
Demonstrated project management skills
Education
Business or Technical Bachelor’s degree or equivalent combination of education and experience.
Related Work Experience
5+ Years – Procedural documentation and project implementation
PREFERRED QUALIFICATIONS
Related Work Experience
5+ Years – Call center/customer care operations management experience
WORKING CONDITIONS
Normal office conditions CDA360 317199 317199BR
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