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Business Process Analyst

Altice USA
United States, Texas, Tyler
6151 Paluxy Drive (Show on map)
September 13, 2022
Business Process Analyst Job ID: 2022-34296 Location: 6151 Paluxy Road, Tyler, TX 75703 We are Altice USA; a family of businesses that includes Optimum, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We're building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning. Under Business Process Management, the Analyst will have three main focuses: Support order entry and process enhancements on behalf of the Consumer Sales organization including the associated Sales Tools, analyze current processes to determine areas of opportunity, suggest improvements, and ensure integrity of the order entry process before they are integrated into business process. This includes testing each path of a given flow and then improving the interactions between agent tools, and the agent's interaction with them, from the customers' perspective - across the company. This position will support new offers, product launches and strategy changes by being point of contact and collaborating with Order Entry support groups such as the CRM Billing Tool team, Development team, Billing Applications Support, Product/Marketing teams, Sales Enablement and managing the DSA/ISA Mobile Apps. The role will work closely with Sales, Retention, Retail Stores, Direct and Indirect Sales. Our goal is to improve the agent and customer experience along with improving key metrics to their respective goals. The Process Analyst will need to communicate strategically to top-level executives. They will be working closely with all levels to define and implement customer centric solutions, develop consistency around implementation, as well as drive success-based metrics for assigned project initiatives. Responsibilities: Manage the support, implementation, and updates to system applications with use cases, beta testing, and user acceptance testing. Analyze data to determine trends, recognize areas of concern and suggest improvements. Provide ad-hoc support, analysis, and reporting as requested. Determine critical processes and procedural changes and assess the impacts of these improvements on the overall operations. Evaluate requirements and work with Billing, Collections, CRM Billing Tool Development, Product and Sales Management to implement new tools or enhancements to the front-end order entry system as needed. Identify and develop appropriate metrics to properly manage and control beta testing and implementation of new processes and tools. Meet with front-line employees and supervisors to determine performance constraints with regards to processes and tools. Aid Sales in requirements building sessions with Billing and Collections, the CRM Billing Tool Development team and Product to determine best practices for the Sales group as needed. Participate on behalf of the Sales organization on all work sessions in the development of new order entry tools and processes along with Product, Billing and Collections. Work with Sales Planning and Communication, Training, Field Comm and KDB team to ensure all documentation reflects changes to existing and new processes. Assist in diagnosis and remediation of CRM Billing Tool Issues. Requires a working knowledge of order entry process and product rules. Bachelor's degree or equivalent work experience Degree in Computer Science preferred Six Sigma Green Belt required. Or complete within 9months of joining the role. 1-3 year experience and current working knowledge of CRM Billing Tools as well as a backend understanding of provisioning systems Minimum 3 years' experience in Billing System with involvement in Reporting, development, and implementation Strong analytical, problem-solving, and conceptual skills Proficiency in Microsoft Word, Excel and PowerPoint required Knowledge of HTML, Visual Basic, FTP, SQL preferred Working knowledge of BPM, PM, Agile & Waterfall methodologies preferred. Proven ability to manage projects to completion Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.