Sr. Application Specialist

 •  Comcast Englewood, CO

5 - 7 years experience  •  Software

Salary depends on experience
Posted on 11/13/17
Englewood, CO
5 - 7 years experience
Software
Salary depends on experience
Posted on 11/13/17

Job Summary:
Responsible for collecting, processing, analyzing, and reporting datarelated to Engineering Operations. Produces complex, high-priority recurring and ad-hoc reports with the purpose of measuring progress towards goals, measuring performance against objectives, and identifying improvement opportunities. Consults directly with internal and external customers. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as a resource for colleagues with less experience.

Department Specific Responsibilities

  • Develop new training documentation and onsite support for multiple call centers
  • Identify bugs and system issues; collaborate with Triage team to resolution. Assist on outage bridges with NROC and Care centers.
  • Created process for account reconciliation after customers have a transfer of service.
  • Provide support through email and internal communications for escalations, trends, questions or concerns about Xfinity Mobile product
  • Use various Excel reports to identify and resolve customer issues: XPO report for order fallout, Recon report for account transfers, ad hoc reports in Catalyst when required.
  • Thoroughly document processes for care agents and develop new process when required.
  • Provide SME knowledge on Comcast systems including ESD and Comcast billing.
  • Directly supporting various XM escalation types Sales
  • Provide guidance on Order Processing errors including warehouse issues, inventory, and billing errors.
  • Partner with Triage Op teams to support identifying and rolling out fixes
  • Partner with various team on UAT testing

Core Responsibilities:

  • Collects, processes, and analyzes data to provide high-priority recurring and ad-hoc reports.
  • Ensures policy compliance between Engineering, business, and third party vendor groups.
  • Partners with team members and business leaders to develop and understand metrics packages.
  • Partners with team members to analyze qualitative and quantitative data to determine areas of improvements including gains and in the efficiency and reliability of reporting.
  • Consults, as necessary, with internal and external leadership. Leads and provides expertise in cross-functional projects.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
  • Other duties and responsibilities as assigned.

Job Specification:

  • Bachelors Degree or Equivalent
  • Engineering
  • Generally requires 5-7 years related experience

170429

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