Company

Cox Communications, Inc.

Job Family Group

Information Technology

Job Profile

Sr Business Analyst

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $0.00 - $0.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Senior Business Analyst

JOB SUMMARY:

Senior Business Analyst supporting reporting and analytics for the Contact Center Operations organization. This role will be responsible for managing an end-to-end intake & delivery model, working with stakeholders to define analytics support needs, documenting business requirements, and ensuring project deliverables are met on time. Additionally, this role will be responsible for curating the contact center reporting catalog, documenting core processes, maintaining data dictionaries, managing data alert notification processes and ensuring quality control standards are achieved.  A strong candidate for this role will be customer service oriented, highly organized and a proactive communicator who applies critical thinking, problem solving, and analytical acumen to help deliver data driven business insights and solutions. 

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

• Supports end-to-end intake & delivery model for contact center reporting and analytics requests, including working with stakeholders to define & document business requirements, managing development pipeline, timelines and planning cycles and providing status update reporting.
• Develops and provides status reporting for project progress, issues, dependencies and risks.
• Supports leadership in sizing and prioritizing requests relative to ROI considerations, risks & opportunity and alignment with strategic priorities.
• Anticipates customer needs and asks probing questions to define business goal, problem to solve or question to answer. Provides thought leadership on best approach and solution that best meets stakeholder needs.
• Actively manages request backlog, ensuring requests are up to date and prioritized for pull forward whenever there is capacity to accommodate.
• Integrates a customer sign off and formal feedback component into core processes.
• Manages reporting catalog - maintains reporting inventory and data dictionary documentation, ensures reporting adherence to QC and reporting convention standards, communicates timely updates to end-users and supports continued optimization of catalog – enhancements, consolidation of overlap and retirement of reporting no longer needed.
• Implements & maintain quality control standards as part of reporting deployment pipeline; ensuring customer specifications are met, metric calculations and nomenclature adhere to data dictionary and dashboards adhere to style guide/brand.
• Serve as administrator for reporting & analytics SharePoint and Teams sites, along with any other active reporting & analytics portals. Responsible for curating site content, lifecycle maintenance and managing customer/team distribution lists.
• Maintains data integrity process including working with boundary partners on resolution, sending timely data alerts notifications and status updates to customers and processing UET tickets.
• Works with reporting and analytics team to ensure close alignment and collaboration throughout the planning, development and solution delivery process.

QUALIFICATIONS AND EXPERIENCE:

Minimum

• BA/BS degree in a related discipline (i.e., Business, IT, etc.).
• 3+ years successfully leading & managing process improvement initiatives.
• Excellent communication (written and verbal), with strong attention to details, timelines and quality of work product.
• Proven ability to work efficiently, effectively, and proactively in a fast-paced, deadline-oriented, dynamic and virtual environment.
• Proven ability to work in a cross-organizational team environment collaborating with the business leads on key analytical deliverables.
• Ability to collect, interpret, and represent information in ways that are easy to read and understand.
• Excellent problem-solving skills, using a critical mindset and a creative approach to help business partners and stakeholders define requirements and desired outcomes