Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

The IT BSA Manager is responsible for operational, department & program planning and oversight, ensuring strategic alignment and integration of activities for the Operations/Service Management organization. The IT BSA Manager will be responsible for supporting, enhancing, and automating processes related to Zayo’s Service Management, Network Monitoring, Repair, and Maintenance activities, tools, and applications. 

The IT BSA Manager seeks to improve processes and applications with the goal of delivering the highest level of service to our stakeholders. Manages a team of Business System Analysts, is accountable for the performance and results of his/her team. Plans and assigns work to various team members. Reports status of projects or issues. Responsible for hiring and developing his/her team, & manages business stakeholder relationships.

Responsibilities

Stakeholder management

• Responsible for providing comprehensive input to stakeholders to support decision making

• Able to drive effective conflict resolution between stakeholders

• Manages all stakeholder communications with respect to project and operations status

• In addition to building effective working relationships with stakeholders, the manager partners with stakeholders to execute against agreed-upon priorities

• Responsible for managing stakeholder escalations/priority shifts to resolution and/or senior management escalation

Project/Program Management

• Responsible for producing and/or validating project plans, provided by BSAs

• Responsible for ensuring projects deliver on time by holding contributors accountable for delivering on project milestones and deliverables

• Responsible for identifying project execution risks and project-related issues, suggesting mitigation plans for resolution to management

• Works closely with Dev Managers and BSA to track resource allocation and utilization for assigned projects

• Collects, analyzes, organizes and presents data on projects and operations to senior management

• Develops and executes against operational KPIs

• Drives innovation among the team

System Optimization

• Utilizes subject matter expertise and data from analysis, to propose system improvements to leadership

• Oversees implementation of approved system improvement recommendations within functional area

• Identifies and proposes improvement ideas

• Creation/refinement of efficient processes, standards, and policies

People Management

• Is accountable for the performance and results of direct reports

• Is responsible for:

  • the performance management of team members, including disciplinary actions and hire/fire recommendations

  • talent development, including quarterly conversations, career pathways conversations and individual development/growth plans

• Models the Zayo Culture and Values

Qualifications

• Proven experience managing highly productive teams and strong leadership skills, including coaching, team-building, and conflict resolution

• Organizational and strategic management skills, including business, roadmap and resource planning

• Strong business acumen as it pertains to the Telecommunications industry landscape

• High performing results-oriented Project Management skills

• High-level understanding of Network Protocols, Monitoring, and related platforms

• Experience in Salesforce environment

• Demonstrated ability to effectively communicate both technical and non-technical issues and resolve problems at all levels of the organization both internally and externally.

• Proven ability to document highly complex processes, procedures, and/or policies.

• Deep understanding of business process and operating models as well as customer process and mission.

• Expert in SDLC; expert understanding of at least one methodology and strong conceptual understanding of at least one other (Waterfall, Agile, etc.).

• Solid foundation in project management methodologies

• Highly motivated with an eagerness to learn new technologies, be part of a collaborative team, and maintain a transformational and creative mindset.

• Certified Business Analysis Professional (CBAP) or Project Management Professional (PMP) desired.

• CO pay range: $92,000 - $135,000

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time

Benefits, Rewards & Wellness

• Annual Incentive Plan (AIP) - Full-time Zayo employees are also eligible for discretionary AIP which is based on the performance of the Company, an employee’s business segment, and the individual employee

• Sales Incentive Plan - Full-time Zayo sales employees are also eligible for discretionary incentive cash compensation through our Sales Incentive Plan

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Please note, in accordance with Zayo's commitment to providing and maintaining a workplace free of recognized hazards, all U.S. and Canadian employees and any employee, vendor, customer, or visitor who enters a Zayo office or facility in the U.S. and Canada must be fully vaccinated against COVID-19 and provide proof of such vaccination. If you are hired by Zayo, you will be required to provide proof of vaccination or have a valid religious or medical reason not to be vaccinated.