Customer Delivery Systems Support Analyst

Description

• The Customer Delivery Analyst position is responsible for being a subject matter expert in specific assigned system(s) and being a liaison between Customer Care, Sales, and Marketing on the business side and IT and Engineering on the technical side.
• They identify and prioritize defects for technical teams to work on, partner with business teams to mitigate and resolve issues impacting their area of the business, and provide pertinent and well structured updates to the business partners.
• This is accomplished by learning the systems, user groups, stakeholder groups, and area of business in which their systems function.
• They are responsible to our stakeholders for actively protecting the long-term integrity of our production systems.
• Analyze, assess, track and communicate the impacts to our systems from all projects and initiatives.
• Identify and articulate in writing the technical and business impacts of systems issues.

• Facilitation of meetings and/or processes through which the multiple business owners, stakeholders, and user groups manage their systems investment.
• Engage with other support organizations to participate, test, validate, communicate, and otherwise contribute as needed to the support of our systems in production.
• Break problems apart, secure relevant information, relate data from different sources, draw supportable conclusions, and identify possible root causes and/or workable solutions.
• Must be able to independently and effectively work with stakeholders and partner organizations to make concessions and tradeoff decisions based on customer and stakeholder input, independent experience, logical conclusions, and knowledge of company objectives and values.
• Ownership to prioritize, track, and drive resolution for all issues impacting production performance of systems.
• Communicate to our partner organizations and provide input and/or perspective from the business relating to production system functionality, availability and Business Impact.

• Competence in standard business computing platforms and productivity applications.
• Customer service or retail sales experience preferred.
• Excellent attendance record and performance record.
• Excellent verbal and written communication skills
• Must be able to independently and effectively drive issues through to resolution.
• Previous experience with software application development or support preferred

• 1-2 years experience in software development, software design or business process design and implementation preferred
• 1-2 years experience in telecommunications industry preferred
• 1-2 years experience with a formal SDLC preferred
• 1-2 years year experience developing business solutions with a variety of tools preferred

• Ability to troubleshoot and break systemic problems into its individual components to find root cause
• Strong prioritization skills (with the ability to see the big picture) and the ability to manage multiple urgent requests/issues at once
• Strong communication (written & verbal) and facilitation skills