Consultant-Service Delivery in Rochester, NY at Windstream

Date Posted: 5/14/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Charlotte NC 6801 Morrison Blv
    Rochester, NY
  • Job Type:
    Service Delivery
  • Experience:
    5 to 7 years
  • Date Posted:
    5/14/2018

Job Description

Job ID:18001630
Position Objective:

To support Enterprise Operations with Reporting, Reporting Analysis, Gap Analysis, Process Improvement, Escalation Assistance, Training, and Special Projects as requires to help the Enterprise Business unit achieve its goals financially and providing the customer an exceptional experience.

Essential Functions:

1. Drive Gap Analysis with IT and internal teams
2. Perform process and quality audits.
3. Create UAT plans for projects including leading UAT testers.
4. Create training, deployment, and post support plans for assigned projects.
5. Escalation support for User Acceptance Testing & process issues
6. Develop and lead training program for functional Enterprise Operation team.
7. Special projects as assigned
8. Lead medium scaled strategic projects and initiatives.
9. Analyze daily and monthly production and quality report to identify trends, gaps and process improvement at the group and individual level
10. Interface with Process Consultants, as required, to represent the PCs and Managers issues
11. Analysis of data gathered from multiple sources (SalesForce, iCare / MSS, M6, AS400). 
12. Identify issues and work with internal workgroups to improve the customer experience by driving improvements, enhancing processes, and providing opportunities for Service Delivery management to identify process gaps. 
13. Ability to present to executives in the company.
14. Create and provide weekly, monthly and quarterly reports to Enterprise Operations Management.
15. Facilitate stakeholder and business calls for requirements of reporting and support needs.
16. Mentor Team members.

Essential Skills:

1. Strong communication skills both oral and written
2. Strong leadership skills.
3. Highly motivated and self-directed individual
4. Strong business domain expertise in the area of Service Delivery, with a proven track record of providing results.
5. Strong project leadership skills and execution focus to drive results through performance – both at the individual level and at the team level.
6. Strong knowledge of SQL and databases.
7. Strong knowledge of Office Products, including Access, PowerPoint, Excel.
8. Strong knowledge of Telephony.

Job Requirements

Minimum Requirements:

College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9+ years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran. Windstream is a drug-free workplace.

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