JOB SUMMARY The Offline Customer Support (OCS) Process Analyst (PA) is responsible for researching and analyzing data in support of business functions, process knowledge, and systems requirements. The PA 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 PA is engaged in meaningful change activities at the strategic level; this position will act as an advisor and liaison to business owners. The PA ensures that any improvement effort is managed in a disciplined and structured fashion and that all efforts align to the organization’s strategic objectives. MAJOR DUTIES AND RESPONSIBILITIES 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 QUALIFICATIONS 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 EDUCATION Bachelor's Degree in Computer Science, Information Systems, Business Administration, or related field Formal training or professional education in business process management. RELATED WORK EXPERIENCE NUMBER OF YEARS Data Analysis 2+ Processes and Business Systems Improvement Analysis 2+ PREFERRED QUALIFICATIONS SKILLS/ABILITIES AND KNOWLEDGE Working knowledge and ability to analyze and interpret data Ability to quickly identify business problems/opportunities Define key performance indicators / metrics Document, prepare and present data-driven presentations Knowledge of process and project management WORKING CONDITIONS Office environment Some travel required EOE Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability For more information on Spectrum’s benefits, please click here.