Full TimeRiverview, FloridaPosted 06/18/2025Areas of interest: Customer Operations, Operations Support, Research/AnalysisRequisition Number: 2025-56695CSU390
The Offline Customer Support (OCS) Business Analyst (BA) is responsible for researching and analyzing data in support of business functions, process knowledge, and systems requirements. The BA is also responsible for proactively generating and compiling impact assessments based on findings, complete with recommended improvements to operational procedure. This role is highly visible in the organization as the BA is engaged in meaningful change activities at the strategic level; this position will act as an advisor and liaison to business owners. The BA ensures that any improvement effort is managed in a disciplined and structured fashion and that all efforts align to the organization’s strategic objectives.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Supports the delivery of process standardization, operational processes and solutions that are more efficient, effective and customer-centric.
Facilitates change to improve the various areas such as customer and business satisfaction, cycle time, waste reduction, quality improvement, increased awareness of risk, mitigation of risk, and effective communication within the department and our customers.
Generating, documenting and maintaining as-is and desired state process maps and associated collateral
Working closely with cross-functional departments to identify requirements
Identifying and scoping opportunities, outlining potential value and return on investment (ROI), and identifying risks and constraints related to as-is and desired state
Conceptualizing solutions that address organizational gaps and overlaps to improve internal and external customer experience.
Develop comprehensive E2E test cases at the application and multi-application levels
Identify business trends utilizing real data, compile analysis and business requirements that are delivered to developers and then follow-up on all results
Implement a comprehensive management plan for each project and hold regular stakeholder meetings to keep all interested parties updated in project progress
Determine and document user requirements for business processes and abide by those requirements for future projects
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of personal computer and software application skills (i.e. word processing, spreadsheet, Visio, Project, etc.)
Knowledge of broadband products and services
Ability to identify complex problems and review related information to develop and evaluate options and implement solutions
Critical thinking skills: Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Communication skills: Communicate effectively in writing as appropriate for the needs of the audience
Decision and problem solving skills: Make decisions and solve problems while working under pressure; consider the relative costs and benefits of potential actions to choose the most appropriate one
Required Education
Bachelor's Degree in Computer Science, Information Systems, Business Administration, or related field
Formal training or professional education in business process management.
Required Related Work Experience and Number of Years Data Analysis - 2+ Processes and Business Systems Improvement Analysis - 2+
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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