Sr. Business Analyst/Technical Writer Job

Posting Job Title:Sr. Business Analyst/Technical Writer
Requisition #: 166702BR
Posting Location: Syracuse, NY, US
Alternative Locations: United States - Virginia - Herndon;;
Area of Interest:Information Technology Services
Position Type: Full Time

Posting Job Description

PURPOSE:

The Senior Business Analyst will be responsible for routine data collection and presentation of Key Performance Indicators related to the performance of the Technology & Network Operations Organization with an overriding focus on delivery performance related to the Customer Experience.

This role will participate in and provide subject matter expertise for the development, implementation, and ongoing evolution of such of indicators, including both technical and financial implications required to meet business expectations. This will require in-depth understanding of TWC operational support systems as well as company objectives to effectively measure operational performance.

The Senior Business Analyst will be responsible for performing in-depth analysis of such performance metrics as well as presenting recommendations to continually improve KPI composition and collection practices. Recommendations for improvement will require the ability to communicate with all levels of management to formulate and implement improvement plans.

This individual is also responsible for preparing executive dashboards and presentations to communicate performance. This must include not only the ability to comprehend and translate complex statistical data, but the ability to summarize it at a level that efficiently communicates both areas of success and areas needing improvement.



ESSENTIAL DUTIES AND RESPONSIBILITIES:

Partner to develop metric organization, mentoring analysts, empowering the team with knowledge around data sourcing and analytical best practicesActively support evolving leadership goals & priorities; Demonstrate high level of collaboration & cooperation to achieve goals and objectives as defined by Business Operations leadership in a manner that adds value to the organizationExplore alternative data sources; develop an understanding of all data systems to understand relationships to network performance, understanding the system structure and data interaction with other data sources & systems focused on the Customer ExperienceGuide and partner to leverage functional metric resources; facilitate communicating Business Operations analytic requirements to insure functional data owners understand Business Operations needs and are committed to drive and fulfill data requests appropriatelyGuide structuring of metric analysis and presentation; mentoring organization in understanding how to structure & present dataUse business intuition to influence analytical exercises to explore and develop metrics that provide the ingredients that allow leadership to draw conclusions and make decisionsAddress questions of ambiguity promptlyPerform trend analysis to identify performance issues; measure corrective actions and continuous improvement processes.
Evaluate business trends across assigned functional areas in order to achieve measurable and sustainable results that improve the customer experience.Provide in-depth analysis with interpretive thinking to define problems and develop innovative solutions.Produce and maintain recurring and ad-hoc metrics performance reports.Identify areas of opportunity to drive efficiencies or effectiveness with Metrics Reporting, ensuring that service quality is accurately measured and provides actionable data that the business can utilize to gain improvements.Collaborate with peers in other functional areas, ensuring KPI’s and other business metrics practices are being shared and information is transparent and available to Business leaders.Actively participate with cross-functional groups to solve problems and drive improvement.
JOB QUALIFICATIONS:

Excellent data analysis and interpretation skills, written and verbal communication skills, strong technical and problem solving abilitiesAbility to translate operational requests into analysis that helps identify root causes and/or provide operational suggestions and/or solutions.Must be able to recognize positive or negative trends concerning overall effects on the business.Proven metrics/KPI/trending analysis experience including remediation recommendations.Ability to articulate risks and opportunities in order to influence appropriate resolutions.
Ability to document detailed procedures, definitions, calculations, etc. for training and standardization purposes.Strong decision making skills and ability to plan and execute initiatives.Ability to successfully interact with members of leadership.Expert/advanced use of Microsoft Office Suite (Word, Excel, Access, PowerPoint), etc.
PREFERRED QUALIFICATIONS:


Deep knowledge of cable, telecommunications or network operations industry preferred.
Subject matter expert in structuring analysis to drive performance in a network/technology operation
Business Technical writing experienceStrong mathematical & analytical background required

EDUCATION/EXPERIENCE REQUIRED:


10+ years business analytics and reporting expertise in MSO/telecom environment.Expert/Advanced MS Office skills are a must.Bachelor’s degree from a four-year college or university; and/or training or equivalent combination of education and experience.TRAVEL REQUIREMENTS AND FREQUENCY
: Some travel required (5%)

WORKING CONDITIONS
: Office environment.

PHYSICAL REQUIREMENTS:

Sitting for long periods of time throughout the work day.Use of mouse, and reading on a computer continuously throughout the work day.Communicating by telephone frequently throughout the work day.Visually able to use a computer continuously throughout the work day.
The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, courtesy cable (in specified areas).

TIME WARNER CABLE IS AN EQUAL OPPORTUNITY EMPLOYER.



TWCCB

FCC Unit_TWC: 1053
Controlling Establishment ID: 00247 - Syracuse Court St Rd

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status