Analyst, Software Portfolio

Company: SPECTRUM
Location: Stamford
Posted on: January 25, 2023

Job Description:

JOB SUMMARY
The Digital Service & Customer Experience organization at Charter is responsible for defining a holistic service experience for 31 million Spectrum customers, across all touch points, especially digital self-service.

The Digital Service & CX Analyst, Digital Portfolio Management role is responsible for supporting customer experience requirements, process design, system changes, testing, analysis and reporting. The successful candidate will participate in designing and implementing processes for extracting, transforming and loading project data from a wide variety of data locations to a centralized, standard data store for robust periodic and ad hoc reporting. Additionally, they will evaluate emerging technologies that contribute to Charter's vision to drive best in class digital self-service.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Plan and manage delivery of a centralized solution to track roadmap status across customer journey, channel and initiative/project.

Collaborate with delivery teams (CCT, SSPP, IVR, Chat, Messaging, IT) and journey owners to identify sources of portfolio and roadmap data and catalog available data.

Research and analyze portfolio and roadmap data to identify required attributes, gaps in available data and needs for standardization.

Define and document transformation business rules and data requirements.

Define and document process requirements for extracting, transforming and loading project data.

Plan and manage delivery of an online solution to report roadmap status across time, customer journey, channel and initiative/project.

Elicit and document periodic and ad hoc reporting requirements.
Implement methods to report roadmap status via an online business intelligence platform such as MicroStrategy.

Implement methods to capture roadmap data for new initiatives via an online project tracking software such as Atlassian Jira and custom workflows.

Use roadmap reporting to identify risks and issues with delivery of roadmap initiatives, suggest alternatives to remediate issues and identify opportunities for delivery efficiency.

Generate and distribute periodic roadmap reports to leadership.

Act as the subject matter expert on roadmap reporting and execute ad hoc reporting as requested.

Educate and socialize the Digital Service & CX strategy to internal and external partners.

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.

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.

Leverage data to deeply understand and recommend enhancements to ensure the customer experience with Charter's implementation is industry-leading.

Responsible for independently completing recurring processes.

Utilizes understanding of both business process and technical capabilities to implement solutions.

Manage day to day efforts on small to mid-size projects.

Contribute to requirements and test plans for larger projects.

Perform other duties as required.

REQUIRED QUALIFICATIONS

Required Education
Bachelor's degree in Business Administration or related field or equivalent experience

Required Related Work Experience and Number of Years
3 years of experience Business Operations Analysis
3 years of experience Project Management
3 years of experience Telecommunications and/or experience with technology/software products

PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Passion for customer centric solutions to deliver best in class customer experience
Understand the application of business objectives to functional area
Ability to read, write, speak and understand English
Analyze and synthesize complex data
Ability to quickly identify business problems/opportunities
Ability to communicate orally and in writing in a clear and straightforward manner
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 use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Partner with internal and external stakeholders, including vendor relationships
Knowledge of process and project management
Knowledge of general accounting and billing procedures

WORKING CONDITIONS
Office environment CSUBR

Keywords: SPECTRUM, Stamford , Analyst, Software Portfolio, Professions , Stamford, Connecticut