Business Solutions Analyst, Operational Excellence Consumer Products

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

As a company uniquely positioned to educate, entertain, and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity, and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests, and the communities in which we live. We strive to foster a diverse, equitable, and inclusive culture where our employees feel supported, embraced, and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world. 

Job Description

We are the Operational Excellence IT team that supports our rapidly growing, international Universal Parks and Experiences consumer products team at NBCUniversal. We ensure the health of our technical ecosystem, and the efficiency and effectiveness of IT and business partner processes by:

• Interfacing between business engagement, engineering, and infrastructure teams.
• Jumping in when there is a technical firefight, creating the ad hoc teams of specialists to solve the problem, performing the root cause analysis, and implementing process improvements to make sure that the issues do not recur.
• Creating common tools and processes to make our operations predictable, repeatable, and reliable.
• Continuously improving our capability maturity throughout the SDLC and operations.
• Automating the dev ops processes for efficiency and error-proofing.
• Monitoring IT and business process health through data gathering, analytics and visualization.
• Knowledge management, capturing actionable directions for previously seen issues.

We matrix into other project teams to ensure their success and ensure the continuing health of our IT ecosystems across a vast scope of licensing capabilities, from gathering sales leads to contract and rights management, product development, financial forecasting, invoicing and cash application.

The technical Business Solutions Analyst role is in equal parts a reactive Technical Support role, remediating issues in the field, and a proactive strategic process design and automation engineer, continuously improving our ability to support to business partners. The OE team are also responsible for managing new application server builds as well as operating system and database upgrades. There will be new challenges every week requiring creative solutions, continuous learning and resourceful team building.

You are energized by expanding your breadth of IT knowledge. You are keen to solve real business and technical issues under time pressure, and to ensure that they become increasingly easier to solve, or indeed do not recur, through process automation, formal Project Management, SDLC and ITSM processes and knowledge management. You are comfortable learning new low-code/no-code solutions to automate processes (e.g., Microsoft Power Apps and Power Automate, Salesforce Flow Builder) and data analytics tools (e.g., Microsoft Power BI and requisite Semantic / Data Modeling) to provide actionable dashboards. You enjoy improving team performance through collaboration tools (e.g., Microsoft Teams and SharePoint, Atlassian Confluence) and work management systems (e.g., Jira, Salesforce Service Cloud), ServiceNow.

• Eager to learn continuous process improvement skills and put them to use (e.g., Six Sigma, LEAN).
• Complete implementation of Salesforce Case Management customer service management capabilities, with supporting Salesforce Service Cloud knowledge base solution, including automations for process optimization, triaging incoming requests, reassigning as needed to the appropriate support queue and reporting on Support health, task tracking for the OE team’s own initiatives.
• Integration of Jira with Microsoft Teams and Outlook.
• Integration of Jira with Confluence Project Plans, Advanced Roadmaps.
• Consolidation of Jira and Salesforce data via PowerBI for presentation in Confluence and live visuals in managerial PowerPoint-based communications.
• Continuously mo