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