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Technical Analyst

Charlotte, NC

Brooksource is searching for a talented Technical Analyst to join one of the largest Telecommunications companies in the US. This position anticipates and supports the analytical needs for the business areas within the Call Center Technology Operations silo of the organization. This position is responsible for creating, maintaining, and improving both current and future automated processes and reporting needs. The primary responsibility for this role is to implement, analyze, and communicate operational information to various organizations. This is an ideal opportunity for someone wanting to learn and grow within their career and the eagerness to make a large impact within our client’s daily functions.


Duties and Responsibilities

·      Actively and consistently support all efforts to simplify and enhance the customer experience and the needs of internal clients and projects.

·      Gather, analyze, refine, validate, document and maintain complex systems requirements for requests related to billing systems, call center technology applications and reporting needs.

·      Analyze system interdependencies, system requirements, risks, and risk mitigations that could impact or be impacted by the delivery of new products, services, processes and/or support technologies including assessing and communicating impacts of systems changes and/or outages/risks to the business.

·      Define, document, implement, communicate and track related systems rules, policies and configurations.

·      Make recommendations based on data for process improvement and strategic business decision making.

·      Deliver on project commitments and assists team members to ensure timely project completion.

·      Understand policies, procedures, and practices for analysis of business performance and impact.

·      Create change requests that illustrate and explain any alterations to be made in the Billing system. Examples include new automations such as applying credits, changes to accounts, audit data pulls etc.

·      Manage, validate and document any changes to the internal system.

·      Ensure that all changes made are consistent with the approved change request.

·      Ensure full compliance of all audit requirements.

·      Assure timely completion of all assigned projects and ensures that the results are of a consistently high quality and meets or exceed the business need.

·      Research and resolve ticket requests from end users.

·      Work cooperatively with other department resources to accomplish objectives.

·      Perform other duties as requested or assigned by management.


Required Skills/Abilities and Knowledge

·      Experience related to database reporting tools, Macros, queries, SQL and Microsoft Office products

·      Knowledge of Windows, Unix and Linux

·      Ability to create, enhance, and maintain the data structures required to run ad hoc or recurring reports

·      Ability to gather and manipulate large data sets from various sources for reporting and automation

·      Ability to communicate orally and in writing in a clear and straightforward manner

·      Ability to communicate with all levels of management and company personnel

·      Ability to handle multiple projects and tasks

·      Ability to make decisions and solve problems while working under pressure

·      Ability to prioritize and organize effectively

·      Ability to show judgment and initiative and to accomplish job duties

·      Ability to work independently

·      Ability to work with others to resolve problems, handle requests or situations

·      Ability to perform detailed business analysis and design

·      Ability to effectively consult with department managers and leaders

·      Ability to read, write, speak and understand English


Preferred Skills/Abilities and Knowledge

·      Knowledge of cable television products and services

·      Knowledge of multiple database/reporting systems (SQL, Oracle, .NET, Crystal, etc.) in a telecom industry

·      Knowledge of basic ETL concepts and systems (SSIS, Informatica)

·      Knowledge of Structured Query Language (TSQL, PLSQL) and SQL Server Reporting Services

·      Knowledge of Microsoft VBA

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.


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