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Service Delivery Analyst

Location: Greer
Posted on: November 23, 2021

Job Description:

JOB SUMMARYResponsible for coordinating service delivery to coax commercial projects to enable a professional and positive on-boarding experience for the customer. This role will be a critical link between local field operations and other operating groups. This person must have an excellent ability to influence internal and external key stakeholders and build consensus. Develop and maintain strong relationships with all Sales channels, Technical Operations, Construction, Dispatch, Customer Care, Network Operations Center (NOC) and Engineering. Responsible for analyzing and monitoring on-boarding performance metrics (site surveys, installation timeframes, completion rates), aiding in new project launches and interfacing with external customers. MAJOR DUTIES AND RESPONSIBILITIESEffectively communicate with customer regarding project status and clearly set expectations about potential risks to project cost and schedule Develop and maintain a collaborative working relationship with key stakeholders within the management area, operating groups and corporate services Oversee the accurate ordering of equipment and processing of capital requests and purchase orders; monitor inventory of customer premise equipment Coordinate with Supply Chain to ensure timely delivery of equipment required for installation Monitor Sales Force activity for valid new orders in funnel and status updates for field readiness, and provide pending installation reports to stakeholders Investigate order fallout and perform related customer communications as necessary Understand and support local budget, strategic initiatives and annual goals Potential to manage fulfillment activity across multiple markets Ensure agreed upon policies, processes and procedures are adhered to Engage with Sales, Sales Engineers and Network Engineers to understand network designs, service level agreements and delivery dates to meet customer expectations Monitor each phase of all projects (site survey, installation, pending and rescheduled installs, etc.) and work with responsible groups to maintain established targets Provide response to status inquiries regarding all phases of the projects including ROE requests, SOW requests, pre-buries and schedule status Monitor additional metrics as identified Provide input to the Product Development team on field impact and on-boarding launch requirements for new products Proactively communicate to all key stakeholders Perform other duties as requested by supervisor REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to manage multiple projects at simultaneously, prioritize and organize effectively, show judgment to make decisions and solve problems under pressureAbility to analyze and interpret dataAbility to multitask in a role with little supervision and many demands from various business unitsAbility to communicate orally and in writing in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to communicate with customers in a professional and courteous mannerAbility to define key performance indicators/metricsAbility to document, prepare and present data-driven presentationsAbility to use personal computer and software applications (i.e. word processing, spreadsheet, Visio, MS Project, etc.)Technically capable to define specific product requirementsTechnical understanding of service providers/MSO network architectures and technologiesKnowledge of broadband coax and optical products and servicesKnowledge of process and project management in a Broadband businessKnowledge of all functions and related tasks in the area of telephony service deliveryKnowledge of telephony products and servicesKnowledge of IP network architecture and equipmentKnowledge of telephony and data network element activation requirementsKnowledge of general accounting and billing procedures EducationBachelor's degree in business or technical discipline or equivalent experience Related Work Experience Number of YearsBusiness operations analysis experience 3Telephony experience 2Project management experience 5Telecommunications/cable industry experience 2 PREFERRED QUALIFICATIONSCertifications and/or LicensesBICSI or SCTE NCTI sponsored certificationsPMP certification WORKING CONDITIONSOffice and field environmentsTravel as required EOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability CSD315 297131 297131BR

Keywords: SPECTRUM, Asheville , Service Delivery Analyst, Professions , Greer, North Carolina

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