Network Operations Analyst
Opelika, AL

Summary:

Operations analysts play a crucial role in the PBB organization, driving improvements and enhancing overall efficiency through analytics and market research. Through expertise and insights, they streamline processes, reduce costs, and increase productivity. The senior operations analyst role serves as a subject matter expert to help the organization make business decisions for long-term success and growth of the department. They use best practice models for planning, production, and material management techniques and processes. Individuals in this role develop process documentation for processes and procedures and prepare and execute test plans for new functionality. Additionally, senior operations analysts publish communications related to deploying new functionalities and translate user requirements into user requests and program specifications.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Communicates and collaborates with users to analyze information needs and functional requirements
• Collaborates with leadership, engineers, developers, and subject matter experts to establish their organization's technical vision and analyze trade-offs between usability and performance needs
• Works with users to define concepts under the direction of project leaders
• Analyzes data and makes recommendations for improvements
• Manages cross departmental processes and procedures, displaying excellent knowledge of business processes and best practices, strong customer service and documentation skills, and the ability to explain technical concepts to a broad audience
• Develops and manages the PBB Cross-Platform Information System for Production and Network Engineering
• Creates Leadership reports and KPIs
• Drive continuous improvement initiatives throughout the organization. By constantly monitoring performance metrics and analyzing data trends, they identify opportunities for further optimization
• Conducts market research and interviews cross-functional teams to gather data and answer key questions. Collaborates to develop action plans to achieve measurable improvements across various departments, such as implementing modern technologies, revising standard operating procedures (SOPs), or providing training to enhance employee skills
• Adheres to all internal processes to ensure the information is captured and that the workflow is executed accurately and within outlined service level objectives

Technical Skills/Competencies:

• Bachelor's Degree or relevant work experience
• 6+ years previous experience in IT, Network Operations, 10+ years’ experience in Analyst role
• ITIL, HDM, Six Sigma and PMP Certifications a plus
• Must have excellent knowledge of business processes and best practices, strong customer service and documentation skills, and the ability to explain technical concepts to a broad audience
• Strong analytic and product management skills are needed, as is the ability to interact professionally with a diverse group of executives, managers, and subject matter experts
• Leadership skills with the ability to exercise sound judgment and be decisive under pressure
• Ability to identify structural, technical, and procedural shortcomings and suggest and implement improvements
• Ability to work on multiple projects effectively and efficiently, both independently and collaboratively with a team
• An understanding of how to tailor a process to circumstances
• Calm, methodical, proactive, great attention to detail, strong integrity
• Strong facilitation, teamwork, influencing, interpersonal skills, written and oral communication skills
• Customer focused, passionate about the customer experience
• Proactive, positive, "can do", collaborative attitude
• Candidates need to successfully complete a pre-employment screen, which may include a drug test

Behavioral Skills/Competencies:

• Demonstrate strong leadership skills driving a virtual resolution team with confidence and authority
• An ability to gain trust and build relations at all levels with aptitude to influence, empower, guide and lead groups up to and including director level
• Ability to influence and lead technical conversations with various technical support groups
• Work independently with limited supervision and collaborate synchronously and asynchronously on tasks as part of a distributed team
• Team player with a passion for service and a proven ability to work with technical and non-technical colleagues across all levels of the organization
• Communicate clearly, transparently, candidly, and respectfully under pressure
• Operate with focused calm and efficiency during critical and sensitive circumstances
• Keen attention to detail, and strong organizational, customer service, and decision-making skills
• Organize, prioritize, and manage time effectively in a fast-paced environment
• Adapt to shifting priorities, demands, and timelines
• Take accountability for your actions and own tasks through to completion

Physical Demands/Working Conditions:

• While performing the duties of this job, the employee is regularly required to use both hands, is frequently required to stand, sit, stoop, talk and hear (communicate verbally in person and via telephone), and be able to read computer screens, correspondence and reports
• The employee must occasionally walk, reach with hands and arms, and drive a vehicle. The employee may occasionally lift and/or move up to 30 pounds. May be required to climb stairs, ladders or ramps
• The job is generally performed in various office settings, and the employee may be subject to related conditions such as dust
• The ambient noise level is usually quiet, consisting of normal conversations, business machines (copiers, printers, ) and telephones, but occasionally may be above normal for portions of business day
• The ambient noise level is usually quiet, consisting of normal conversations, business machines (copiers, printers, ) and telephones, but occasionally may be above normal for portions of business day
• Must be able to focus and multi-task in a busy environment, with the ability to successfully handle stressful situations in a calm and professional manner

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*