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Senior Analyst
CenturyLink
Littleton, CO, United States
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CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.
Job Summary
The Senior Analyst will be responsible for end to end process and system support functions that support our front-line teams in the Consumer Sales and Care Organization. Individual will be responsible for facilitating complex, diverse and technical organizational process design and quality improvement activities.
Job Description
• Analyze and measure processes to ensure effectiveness and efficiency. Identify, develop, document and implement new or enhanced processes.
• Provide input for training content and other forms of operational and customer communication. Manage tasks between others to complete projects.
• Responsible for initiating efforts to impact revenue, decrease expense and continuous efficiency improvements.
• Leads Consumer process improvement initiatives by applying a disciplined approach to problem solving, including evaluations of process, leads and drives opportunities for improvement.
• Drives cross functional process improvement teams and communicates and influences strategic direction to all levels of management.
• Strong oral and written communication skills are necessary and will be used to communicate with various cross functional groups and levels of management in a fast paced environment.
• Initiate communications of process changes via appropriate vehicle.
• Partners with Training and Communications teams on content and delivery.
• Documents methods and procedures (Visio).
• Ability to quantify metrics to support a business case and to manage prioritization of tasks.
• Ability to build business requirements.
• Ability to coordinate with business partners, vendor and sales support channels on process, system and product enhancements.
• Understanding of products end to end to include their functions, relationships with external vendors, and processes outside of Consumer as well as our internal processes.
• Order flow knowledge to include Ensemble, SiMON, C+, CRIS ordering and billing flows.
• Responsible for system requirements, development, lifecycle support for Consumer processes.
• Will participate in user acceptance testing, post launch support by ensuring that the process improvement efforts are executed timely and effectively by monitoring performance.
Education
Bachelors or Equivalent
Qualifications
• Bachelor's degree or equivalent education and relevant experience.
• 4-5 years related experience.
• Experience with Customer Care service processes and systems that support the ordering and billing of products, or equivalent experience within the Consumer Organization.
• Proficiency in Customer Care systems such as Ensemble, BE, SiMON, C+, CRIS and other Consumer systems.
• Strong working knowledge of Word, Excel, & PowerPoint.
• Working knowledge of the Consumer products and procedures.
• Excellent analytical and presentation development/delivery skills.
• Ability to prioritize multiple tasks and meet critical deadlines.
• Advanced written and oral communication skills.
Requisition #: 195230
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.