Technical Analyst

We have an exciting opportunity for a Technical Analyst -h to join our rapidly growing team! As Technical Analyst you’d be responsible for developing and maintaining applications that support Field Operations and Dispatch teams. You will be part of the evaluation, design, documentation, implementation, testing and performance for various applications. You will work closely with IT and the Business Operations team members to ensure alignment of application/process long term goals and visions. The principal purpose is to drive automation, process efficiency and customer service support for all underlying network and operational process for front line field technicians and customer service agents. This position will report to the Manager, Technical Support.

Responsibilities

Developing and maintaining applications that support Field Operations and Dispatch teams; Part of the evaluation, design, documentation, implementation, testing and performance for various applications; Working closely with IT and Business Operations team members to ensure alignment of application/process long term goals and visions; Driving automation, process efficiency and customer service support for underlying network and operational processes for front line field technicians and customer service agents; Driving strategic direction and support for multiple applications within the Field and Dispatch system stack; Strong leadership skills; Ability to work directly with internal and external IT partners as well as End Users to design and/or clarify requirements and alter design solutions as needed; Ability to understand technical issues and articulate how they impact the needs of the business; Knowledge of the Agile Process; Providing advanced technical direction in the creation, delivery, and implementation of multiple system enhancements; Breaking down complex initiatives into logical phases and demonstrating iterative, quick progress

Requirements

5+ years Telecommunication experience; Bachelor's degree or equivalent practical work experience; Experience with operational, customer service systems and applications within the network & telecommunication industry; Experience with IT systems requirements & development, agile processes, end to end testing; Program/Project Management experience; Experience with troubleshooting and resolving issues reported by end users or during user acceptance testing; Knowledge of computer information systems and business management disciplines; Excellent verbal and written communication skills to include preparing presentations for executives and senior leadership team; Ability to work successfully in both a team environment and independently; Demonstrated experience in crisis management; Experience with data visualization tools (PowerBI, Tableau, Qlik Sense, etc) to use in communicating the outputs of data models

Nice to have

Master's degree; Agile certification; PO, PM, SM; Experience with data visualization tools (PowerBI, Tableau, Qlik Sense); Experience with PL/SQL development specific to Oracle and MySQL databases; Experience with scripting languages such as Python and UNIX; Application specific experience; Ensemble; Salesforce; RX Tracs; MARTENS; Optius/Oden; Loop Qualification; Self-Install process flow; Network Walled Garden/ Captive Portal; Tech2go, M2go; Time reporting; eShop; Click; Ops console; CTL Schedule; FATBOT; Contact Engine; Dispatch Portal; Nocvue; IBM Watson; DaaS

Benefits

Competitive compensation; Comprehensive benefits; Medical, dental, vision, and life insurance; Employee assistance program; 401K plan with company match; Host of voluntary benefits; Paid time off programs