Business Analyst

| Greater Boulder Area

Company Description

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.

Position Description:

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

Qualifications:

  • 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)

Rewards

  • Competitive compensation

  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance

  • Fitness membership discounts

  • Generous paid time off policy including paid parental leave

Read Full Job Description

Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Open door policy
Diversity
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Game Room
Our game room includes Ping Pong, Foosball, Shuffle Board, Video Games.
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Promote from within
Mentorship program
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