What are the responsibilities and job description for the Mgr, Systems Integration position at Spectrum?
JOB SUMMARY
Lead and manage a team of business analysts responsible for testing core service projects initiated from Marketing, Billing and Product Teams. Oversees day-to-day tasks of individual testing efforts. Reviews test plans and test cases for accuracy. Provides level of efforts estimates as requested. Interacts with various Customer Operations groups to elicit feedback on defects & issues.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for a complete understanding of flow of a customer order from point of sale (supported by order entry tools), to rendering of services (enabled by provisioning & activation platforms), accurately billing a customer (through billing systems and processes) and providing customer support (through troubleshooting tools). Demonstrates ability to drive gap assessments, articulate options and present recommendations to management for critical decisions.
Serves as a key player in shaping the roadmap for integration of platforms to enable synergies and drive operational improvements.
Platforms include but not limited to billing, provisioning systems and agent troubleshooting tools.
Responsible for managing and developing a team of analysts with strong analytical skills and subject matter expertise across business processes and systems.
Responsible for leading multiple projects simultaneously.
Tracks team performance, service levels and other metrics required to ensure department goals and objectives are met.
Assigns tasks to team members and ensure that all project deliverables stay on schedule.
Builds team workload forecast.
Conducts regular one on one meetings with team members to ensure that proper care and career development coaching is provided.
Ensures structure, content and integrity of all requirements artifacts are maintained.
Reviews test cases to ensure traceability from functional to business requirements is maintained.
Leads meetings and working sessions with cross functional stakeholder groups to drive collaboration and positive outcomes.
Establishes and continuously improve business analysis and testing frameworks to enable high quality project delivery and alignment with leadership expectations.
Serves as a point of escalation to project managers and project leaders.
Performs other duties as requested.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write and speak English language to communicate with employees, customers, suppliers, in person , on the phone, and by written communication in a clear, straight-forward, and professional manner
Strong understanding of customer life cycle, and how it is enabled by underlying systems and processes.
Ability to prioritize and organize effectively and manage multiple projects and assignments
Ability to develop strong working relationships with peers and project members
Excellent critical thinking skills
Ability to work independently with minimal instructions
Proven ability to perform effectively in a fast-paced environment
Ability to analyze and interpret data
Required Education
Bachelor’s degree in related field or equivalent work experience
Required Related Work Experience and Number of Years
Business Analysis experience - 5
Telecommunications Industry experience preferred - 5
PREFERRED QUALIFICATIONS
Preferred Related Work Experience and Number of Years
Management or leadership experience - 2
WORKING CONDITIONS
Office environment
Some travel required
