Zayo Group Holdings, Inc. (NYSE: ZAYO) provides communications infrastructure solutions, including fiber and bandwidth connectivity, colocation and cloud infrastructure to the world’s leading businesses. Customers include wireless and wireline carriers, media and content companies, cloud providers, finance and professional services and other large enterprises. Zayo provides customers with flexible solutions and self-service through Tranzact, an innovative online platform for managing and purchasing bandwidth.
An effective Business Analyst should be an expert in problem-solving and critical thinking. An ability to understand complex system dependencies and make decisions based on business rules is essential. The position requires strong attention to detail. Personal communication skills are critical, as this role demands constant interaction across various teams outside of Customer Success; including business development, sales, product, finance, service delivery, development teams and operations. An individual with a hunger to solve problems and improve operational performance will excel in this role. This person is responsible for researching, designing, and refining the policies, processes, and systems that ensure an effortless Zayo customer experience. In this role, the BA is expected to merge data analytics with customer and stakeholder feedback to create and project manage to completion, efforts to improve service representative efficiency, reduce customer effort, provide enhanced self-service alternatives via Tranzact, and develop customer experience automation.
What You Could Be Doing:
Oversee Customer Experience projects, prioritizing and ensuring every project adheres to the below requirements:
Project priority is clearly understood and reflected at all times
Project justification includes support via either data analytics or specific use case (ideally both).
Project topics are limited to subject areas of decreasing customer effort, improving representative efficiency, or automating existing process.
Business and technical requirements are clearly and completely identified and reviewed with stakeholders prior to request for IT development team to engage.
Process flowcharts are included with requests for new process or changes to existing (where applicable)
Ensures broad endorsement / adoption of all initiatives
Prioritize projects to ensure consistent impact to the most-relevant customer experiences.
Apply advanced analytical methods to data surrounding customer interactions to proactively identify improvements and socialize process improvement efficacy.
Assist in making business decisions relating to system implementation, modification, maintenance, etc.
Track and communicate status of business initiative projects to management.
Consult with customer service and account receivable team leads and managers to gather feedback on existing processes and tools
Ensure a coherent knowledge database of effortless service training and process documentation is properly built and maintained.
Develop projects and policies surrounding data integrity of Salesforce.com objects used by service teams to ensure full audit compliance is maintained
Creation and maintenance of reports/dashboard/data/metrics used to measure and ensure success
Data Loader SME responsibility
Become subject matter expert on business operations and automation processes
Define development processes in line with effortless / agile / lean methodologies
Own implementation and ongoing enhancements directly into Salesforce
Establish new processes in line with business requirements and Company roadmap
Understand team ecosystem, projects, and workload to define appropriate prioritization of tasks
Undergraduate degree in Business, Management or other degree requiring analytical aptitude or equivalent relevant work experience
2-5 years of product, project management, software development, and/or technology analyst experience
High level of salesforce.com knowledge, including not limited to object design and reporting structures
Microsoft Office platform experience including Excel and Powerpoint
Experience working in GitLab
Capacity to work on multiple projects and meet various deadlines
Comfort level with understanding and applying material conditional logic
Capability to independently solving logic based problems
Strong desire for teamwork and working in group settings
Aptitude for learning new/different processes within the company to better understand other data architectures and workflows
Attention to detail and a basic understanding of aesthetics is essential
Ability to create reports and dashboards within Salesforce.com
Microsoft Office platform including Excel and Powerpoint
A general understanding of telecom (preferred not required)
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave