Analyst 3, Business Information System

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Do you work well virtually? Are you an inspiring leader? Do you know how to manage operations while simultaneously working in partnership with others, designing future-state technical architecture and business processes? Do you get excited about leading and engaging in a fully virtual team? Are you an agent for change and a constant seeker of opportunities for automation and improvements? Do you see the art of the possible while still ensuring operational excellence? Do you want to have influence and impact in the areas of Innovation, Talent, Continuous Improvement and Quality? If you can answer ‘yes’ to these questions, then read on! IS Solutions coexisting as part of Comcast headquarters Finance and Accounting organization and is responsible for delivering best-in-class pricing, packaging, and financial strategies, solutions, and services across all our Comcast Cable lines of business from ideation through billing; with a growth-minded, diverse, and skilled team. Operations Solutions is one of five key functional areas of IS Solutions, with a responsibility to: 1) Lead and manage various programmatical mass change events into systems 2) Program, develop and audit code to replicate high-volume transactions allowing speed to market delivery 3) Responsible for platform migrations, security compliance and risk mitigation 4) Manage financial responsibilities for consumer services 5) Oversee customer equipment provisioning to ensure accuracy of service delivery for programming and event management 6) Manage parameters and systems for technical operations efficiencies for day-to-day house management, jobs and routing 7) Manage and maintain test environments for post-production validation of customer experience with product, applications and software 8) Intake incident management for multiple IS Solutions teams and Digital partners which includes recovery and natural disaster business needs. As an Analyst 3 within the Operations Solutions team, you will be responsible for supporting Tier 1/2 triage for customer impacting issues across billing platforms (e.g., CSG, Amdocs, Ascendon, Comcast Order Tech and Prepaid . You’ll rapidly diagnose issues, isolate scope/impact, coordinate with platform/engineering teams, and drive timely mitigation while strengthening our playbooks/runbooks and knowledge base. Responsible for creating and modifying complex queries; working tickets for customer account issues validating data to ensure accuracy and quality; testing new products, offer constructs, and system enhancements; lead cross-departmental meetings; identifying opportunities for automation and efficiency; and assisting in the standardization of policies and procedures. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. We seek the best and brightest talent within our team!

Job Description

 Core Responsibilities

• Provide Tier 1/2 operational support for digital and biller platforms (CSG or Amdocs), meet SLAs and minimize customer impact.
• Triage incidents and service requests: validate symptoms, assess severity/priority, document scope/impact, and progress to resolution.
• Perform initial RCA using logs, dashboards, and data checks; identify patterns and recurring issues.
• Analyze billing-related issues including statement discrepancies, adjustments, charge calculations, rating/usage anomalies, and promotions.
• Create high-quality tickets (ServiceNow) with reproducible steps, evidence and clear impact assessment, follow through to closure.
• Coordinate escalations with development, platform, and upstream/downstream teams for defect fixes, and remediation activities.
• Support change/release validations for post-release health, regression monitoring, and assisting with rollback/mitigation.
• Contribute to knowledge management: update runbooks, known error documentation, and standard operating procedures based on learnings.
• Provides support to end users. Identifies problem causes and solutions for billing and operations programs.
• Completes complex change requests within the required defined timeframe, incurring no late fees and with no unplanned customer or revenue impact.
• Coordinates changes with other technology and operational teams when necessary to troubleshoot issues to ensure there are no customer impacts.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to: 

• Understand our Operating Principles; make them the guidelines for how you do your job. 

• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. 

• Know your stuff - be enthusiastic about learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. 

• Win as a team - make big things happen by working together and being open to new ideas. 

• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making callbacks and helping us elevate opportunities to do better for our customers. 

• Drive results and growth. 

• Respect and promote inclusion and diversity. 

• Do what's right for each other, our customers, investors, and our communities. 

Skills/Experience: 

• Experience in billing operations, production support, or technical triage roles.
• Proficient with Jira/ServiceNow, SQL, and log analysis tools/dashboards.
• Strong collaboration ability to facilitate collaboration between Triage and Tier 2 teams.
• Analytical skills to test system enhancements related to the billing system Triage team.
• Strong attention to detail to monitor ticketing queues for trends and issues, escalating to Triage management as needed.
• Ability to provide feedback to peers on known issues or training needs.
• SQL or query knowledge to run reports for current issues to proactively solve for customer impact

Required 

• Log analysis: ability to read, interpret, and trace issues through logs.
• Working knowledge of ticketing/workflow tools: Jira and/or ServiceNow.
• Ability to structure problem statements, isolate variables, and communicate hypotheses and findings effectively.
•  Incident prioritization: can assess impact + urgency and assign P1–P4 correctly
• Ticketing discipline: creates clear, complete tickets (ServiceNow/Jira etc.)
• Basic troubleshooting: can gather evidence (logs, screenshots, timestamps) and do first checks
• Monitoring awareness: understands alerts/dashboards and can spot duplicates/noise
• Moderate SQL Knowledge
• Strong analytical, documentation and communication skills 

Preferred 

• Advanced SQL

• Experience with end-to-end testing

• Billing Domain Knowledge
  • CSG
  • Prepaid
  • Amdocs (Wireless CES-10)
  • Ascendon
• Knowledge of billing cycles, invoicing, adjustments, and charge structures
• Experience with usage, rating and billing,
• Ability to identify and troubleshoot bill disputes and billing-related errors

Disclaimer: 

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications. 

 Comcast is an EOE/Veterans/Disabled/LGBT employer. 

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years