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Lead Operations Analyst - Multiple US cities - Work From Home at Lumen Technologies

Lead Operations Analyst - Multiple US cities - Work From Home

Lumen Technologies Tulsa, OK (Remote) Full-Time
About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen's network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Seeking a Lead Operations Analyst to join the Service Assurance Operations Business Analytics team to assist with ad hoc analysis, requirements gathering, assist with testing of our solutions from a process/UAT perspective, assist with tracking of key development activities, incoming reporting requirements, reporting issues and help manage documentation of our BI Reporting Team core processes and technical documentation. The ideal candidate will have a mix of intermediate to advanced analytics skills and some ability to help manage and track key projects and initiatives. The candidate for this role will have another team member working in a similar capacity to help manage team workload and collaborate with to help establish and or further team progress and best practices.

MORE ABOUT OUR TEAM AND ORGANIZATION: Our Service Assurance Business Operations team provides BI Data, Analytics and Reporting team support to the Enterprise Operations Service Assurance organization. Service Assurance is responsible for providing customer support, Day 2 and beyond, for all Lumen Enterprise, Public Sector & Mass Market products and services. Our primary goal is to deliver our Customers a repeatable, best-in-class customer experience. Our three key pillars to enable a positive, exceptional Customer Experience are: Don't let it Break, If it Breaks, Fix it Fast and Communicate

Desired locations: Broomfield, CO - Denver, CO - Tempe, AZ - Town and Country, MO - Tulsa, OK - US Work From Home

The Main Responsibilities

* Successful candidate will possess strong analytical skills with some project management skills and ability to serve as a liaison between both technical and non-technical stakeholders including analysis of ticketing system and telephony system metrics and data, validation of reporting requirements and development, user acceptance testing of data and reporting development solutions, etc...
* Ability to tracking of key reporting requirements, analysis requests, and data and reporting issue mitigations
* Ability to provide Project Management assistance with Business Intelligence Reporting and Metrics Development in tools such as Power BI and ServiceNOW and with respect to other applications such as Genesys Cloud, Solar Winds Web Help Desk or other applications.
* Manage team documentation including Data Definitions, Processes and Technical Documentation) - collaborating/coordinating with team members as needed. Documentation is stored in various places including Confluence Wiki, MS Teams (document storage) and Team SharePoint
* Partner with reporting development team members, operations team end users (managers, analysts)
* Provide ad hoc analysis projects - deep dives into data flow health or various reporting needs, requirements gathering (end users), tracking requirements through deployment, manage PowerBI reporting health of operational dashboards, and more
* Some of the core tools our BI Reporting team works with includes ServiceNOW (Ticketing), Genesys Cloud (Call Platform), Microsoft Power BI, Microsoft Teams, Atlassian JIRA, Atlassian Confluence, other core Microsoft applications such as Excel, Word, Visio, PowerPoint, etc..

What We Look For in a Candidate


* Bachelor's Degree or equivalent and 4+ years relevant experience; or 6+ years related experience
* Strong analytical skills with the ability to identify performance drivers and trends
* Strong critical thinking, research and problem-solving skills
* Strong attention to detail; attention to consistent process, data definitions, documentation and tools for tracking requirements and project progress
* Process improvement skills
* Ability to lead projects/initiatives and take ownership to complete key objectives and deliverables
* Ability to lead discussions around fact-findings, requirements gathering, project status and digging into details
* Communication and Interpersonal Skills - ability to help translate details between technical and non-technical users
* Partners well with others including technical developers and other team analysts to help the team work towards higher-level team objectives
* Creation and development of Key Performance Indicators and Measures
* Intermediate to Advanced skills with Microsoft Excel including Data Visualization (Charts/Graphs), Pivot Table, vlookup, SumIf, CountIf, and other key formulas, filtering information to provide quality data and insights, managing data, etc...
* Exhibits good business judgement with the ability to overcome obstacles and think strategically to solve business problems
* Works effectively within key deadlines and schedules
* Candidate may be considered for work on projects that may be tied to Public Sector related data and reporting support and as such may be required to qualify for and pass Public Trust Suitability and Clearance applications


* Experience with supporting operations teams who work in technology and telecommunications industries
* Experience with Ticketing and Call Platform applications such as ServiceNOW, Genesys Cloud, etc...
* Experience with tools such as Confluence, JIRA, Power BI, SharePoint, Microsoft applications such as Excel, PowerPoint, Word, Visio, and Project
* Experience with User Acceptance Test (UAT) activities
* Experience with Data Visualization
* Passion for solid data, analytics and reporting outcomes

Requisition #: 325093

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what's included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

Salary Range

Salary Min :


Salary Max :


This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

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