Technical Analyst

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

We have an exciting opportunity for a Technical Analyst to join our rapidly growing team!  As Technical Analyst you’d be responsible for developing and maintaining applications that support Field Operations and Dispatch teams. You will be part of the evaluation, design, documentation, implementation, testing and performance for various applications. You will work closely with IT and the Business Operations team members to ensure alignment of application/process long term goals and visions. The principal purpose is to drive automation, process efficiency and customer service support for all underlying network and operational processes for front line field technicians and customer service agents.  This position will report to the Manager, Technical Support.

As Technical Analyst your responsibilities will include:

• Driving strategic direction and support for multiple applications within the Field and Dispatch system stack
• Strong leadership skills with ability to work directly with internal and external IT partners as well as end users to design and/or clarify requirements and alter design solutions as needed to ensure that business needs are met while maintaining a vision for long term scalability
• Ability to understand technical issues and articulate how they impact the needs of the business
• Knowledge of the Agile Process
• Providing advanced technical direction in the creation, delivery, and implementation of multiple system enhancements to assist in end user productivity
• Ability to break down complex initiatives into logical phases and demonstrate iterative, quick progress
   

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• 5+ years Telecommunication experience
• Bachelor’s degree or equivalent practical work experience
• Experience with operational, customer service systems and applications within the network & telecommunication industry
• Experience with IT systems requirements & development, agile processes, end-to-end testing
• Program/Project Management experience
• Experience with troubleshooting and resolving issues reported by end users or during user acceptance testing
• Knowledge of computer information systems and business management disciplines
• Excellent verbal and written communication skills to include preparing presentations for executives and senior leadership team
• Ability to work successfully in both a team environment and independently
• Demonstrated experience in crisis management
• Experience with data visualization tools (PowerBI, Tableau, Qlik Sense, ect) to use in communicating the outputs of data models
   

BONUS POINTS FOR:

• Master’s degree
• Agile certification; PO, PM, SM
• Experience with data visualization tools (PowerBI, Tableau, Qlik Sense)
• Experience with PL/SQL development specific to Oracle and MySQL databases
• Experience with scripting languages such as Python and UNIX
• Application specific experience
• Ensemble
• Salesforce
• RX Tracs
• MARTENS
• Optius/Oden
• Loop Qualification
• Self-Install process flow
• Network Walled Garden/ Captive Portal
• Tech2go, M2go
• Time reporting
• eShop
• Click
• Ops console
• CTL Schedule
• FATBOT
• Contact Engine
• Dispatch Portal
• Nocvue
• IBM Watson
• DaaS

#LI-GF1

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and i