Root Cause Analysis Engineer/Change Management in Rochester, NY at Windstream

Date Posted: 9/6/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Greenville SC 301 N Main St
    Rochester, NY
  • Job Type:
  • Experience:
    2 to 4 years
  • Date Posted:
    9/6/2018

Job Description

Job ID:18002735

This position is responsible for improving both the customer experience and operational efficiency of the Change Management process through review, root cause analysis, corrective action and process/tools improvement.  The position drives continuous improvement, while providing independent and objective assurance and advisory services to help affect change and improve the business.


Job Responsibilities:
  • Proactively define, create and leverage appropriate data analytics to streamline project and business efficiencies. Seek to incorporate data analytics in to all aspects of the audits and develop analytics with the business.
  • Assist with defining process improvements to address root cause
  • Assist with deployment of process, system, and tools enhancements to better enable automation and ensure improvement in customer data integrity. This may include defining and documenting system requirements, documenting processes and procedures, driving UAT and documenting and tracking break fix items across multiple business groups.
  • Identify and disposition root cause for customer data issues
  • Participate in the implementation of applicable quality management practices to identify, analyze and evaluate internal and external processes and performance for customer impacting activities. Interface directly with internal customers and line staff to continually understand customer experience needs and enhancements.
Essentials Skills/Abilities:
  • Highly motivated and self-directed individual with execution focus to drive results through performance – both at the individual level and at the team level.
  • Strong business expertise in the areas of Care, Repair, Service Delivery, NOC or similar processes and systems, with a proven track record of providing results.
  • Must be able to support analysis of diverse elements in support of operational activities along with the ability to analyze complex problems, interpret operational needs and drive integrated, creative solutions.
  • Ability to manage multiple tasks and responsibilities, work alone or in small teams, achieve established goals and objectives, and communicate progress in a timely and meaningful manner.
  • Strong technical knowledge
  • Strong leadership and communication skills 
  • Desired experience with any of the following platforms.
    • Tableau
    • JIRA
    • Confluence
    • Transport (Fundamental understanding of Windstream topology)
    • OSS/MSS understanding and implications of change to any of the tables/systems
    • intermediate SQL

Job Requirements

Education and Experience:  

College degree in Engineering or a related field and 2-4 years professional level experience; or 6+ years professional level related Engineering/Technical experience; or an equivalent combination of education and professional level related Engineering/Technical experience required.

IND123

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.