Program Manager Business Intelligence

Comcast Philadelphia , PA 19107

Posted 6 months ago

Business Unit:

Job Summary:

Reporting to the Senior Director of Change, Process, and Tooling in the Residential Reliability Engineering Organization, this individual will have primary responsibility to drive business results through data mining, research, and investigation into problem/incident management metrics. They will also generate insights by conducting extensive analyses of Comcast's rich data. In the process they will develop a deep understanding of the Residential Reliability Engineering Organization, trends, and the ability to provide actionable items based on findings. This person will be responsible for the development, implementation and continued improvement of reactive and proactive ITIL-standard Problem Management practices. They will work to identify recurring Operational issues, determine root cause, and develop and implement problem solutions (including the shaping of the release process) to prevent recurrence of issues. They will construct methodologies by which to determine success and improvement opportunities with key metrics such as ticket state transitions, time in queue, and time to resolve.

Relying heavily on Incident, Change, and Problem ticket data, the manager would also be responsible for aggregating and analyzing telemetry data across the Residential Reliability Product group, building dashboards and connecting related data points to create a cohesive picture of the health of our Residential Operational capabilities to triage incidents and deploy changes.

The right candidate must value collaboration and transparency in supporting the development of a culture and associated processes focused on blameless incident review to identify opportunities for permanently solving problems and known errors as well as driving analysis to identify and proactively solve underlying problems prior to impacting customers.

Core Responsibilities:

  • Mine and analyze information from company databases used to track incidents, changes, and problems to provide insights, themes, and drive optimization.

  • Develop reports, dashboards, and processes to monitor and analyze performance and data accuracy.

  • Assess the effectiveness and accuracy of new data sources and data gathering techniques

  • Identify, analyze, and interpret trends or patters in complex data sets.

  • Locate and define new process improvement opportunities

  • Provide data driven insight to improve periodic and specific product change success

  • Execute proactive and reactive problem management analysis to minimize future problems.

  • Monitor trouble tickets to identify impacted system and application outages that require follow-up analysis.

  • Drive data collection for reviews of major outages and track problem tasks to completion.

  • Engage with appropriate technical and business teams to assist in the resolution of problem records

  • Review Problem Management policy and knowledge documentation on a regular basis to ensure relevance and accuracy

  • Facilitate task forces aimed at addressing a problematic issue with an unknown root cause.

  • Manage queues within operations platform and monitor all open and aging cases daily.

  • Develop and review compliance metrics and KPI's to identify areas to mature the problem process, policies, and training material.

  • Leverage operations platform performance analytics and reports to identify repeat incidents

Job Specification

  • Bachelors' Degree or equivalent

  • Engineering, Computer Science

  • Generally requires 6-9 years related experience

  • Problem or Incident Management experience

  • Root Cause Analysis techniques

  • Familiarity with the ServiceNow tool; configuration of reports and dashboards.

  • Metrics aggregation for multiple sources using SQL.

  • Familiarity with metrics graphing tools such as Tableau, or other similar BI tools.

  • Understanding and parsing large and disparate data sets.

Comcast is an EOE/Veterans/Disabled/LGBT employer


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Business Intelligence Consultant Audit Reporting & Strategy

Wells Fargo

Posted 2 days ago

VIEW JOBS 10/18/2019 12:00:00 AM 2020-01-16T00:00 Job Description Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Audit Services conducts audits and reports the results of our work to the Audit & Examinations Committee of the Board of Directors. We provide independent, objective assurance and consulting services delivered through a highly competent and diverse team. As a business partner, Audit helps the Company accomplish its objectives by bringing a systematic disciplined approach to evaluate and improve the effectiveness of risk management, control, and governance processes. Wells Fargo Audit Services (WFAS) has an opening for a Business Intelligence Consultant – Audit Reporting & Strategy on the Visual Analytics & Internal Reporting (VAIR) team. VAIR is part of Audit Services Control Executive Function which supports the entire audit division by providing enhancements and building processes to gain efficiencies and managing all operational aspects of WFAS. VAIR's vision is to enable data driven decisioning for WFAS. VAIR provides internal operational reporting, primarily through the use of Tableau, for our audit teams and WFAS leadership groups to leverage as they perform audit activities as well as synthesizing analytic insights which drive dynamic strategic planning. VAIR reporting includes metrics and dashboards that support audit planning, issue management, time reporting, budget reporting, and many other aspects related to the operations of WFAS. The Business Intelligence Consultant – Audit Reporting & Strategy role will mentor and develop team members, work closely with internal and external partners to develop analytics, manage development projects, identify insights and key trends, and act as an internal liaison for key partners such as VAIR User Group, Plan and Issue Management Team and Audit Execution Improvement team on a variety of projects. This position will be responsible for the following: * Acting as a thought partner and mentor for team members to develop their knowledge in key areas including Tableau, data analytics and audit. * Partnering with key stakeholders from each audit group to ensure development priorities are in alignment with audience needs and feedback is incorporated into existing reporting. * Sharing and coaching techniques of visual analytics and reporting solutions with WFAS team members and leadership. * Lead projects that move the team from descriptive analytics to diagnostic, predictive and prescriptive analytics. * Growing our analytic rigor in strategic planning, including expanding our optimization & adoption initiatives, setting and guiding the execution of a robust Tableau learning/training agenda, improving our measurement tools/methodologies and introducing innovative approaches to derive insight and provide thoughtful strategic oversight of analytic efforts. * Driving improvements to the delivery and quality of VAIR products, including data driven key risk alerts. * Developing presentations for senior leadership to socialize ideas, VAIR team strategies, results and programs. * Delivering data-driven insights and producing recommendations to support strategic direction and business prioritization. * Conducting data analysis and partnering with enterprise analytics teams to develop bespoke analytics. * Performing regular and ad hoc quantitative and qualitative analysis across and within the WFAS platform and SAOG teams. Required Qualifications * 8+ years of experience in one or a combination of the following: reporting, analytics, or modeling; or a Masters degree or higher in a quantitative field such as applied math, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis and 5+ years of experience in one or a combination of the following: reporting, analytics, or modeling Desired Qualifications * Extensive knowledge and understanding of research and analysis * Strong analytical skills with high attention to detail and accuracy * Excellent verbal, written, and interpersonal communication skills * Strong organizational, multi-tasking, and prioritizing skills * Ability to lead projects/initiatives with high risk and complexity * Ability to develop operational reporting and performing complex data analysis * Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important * Advanced problem solving and technical troubleshooting capabilities Other Desired Qualifications * 5+ years of SQL experience in Oracle, Teradata and SQL Server. * 3+ years of Tableau experience. * Ability to assist leading the team from descriptive analytics to diagnostic, predictive and prescriptive analytics. * A leader who thrives on initiating, building and cultivating strong relationships; highly collaborative; possesses strong influence skills; navigates and activates alignment across organizational silos. * Manage end users' expectations, establish credibility at all levels and build problem-solving partnerships across WFAS. * Innovative leader who will challenge the status quo, propose innovative ideas, and stand up for brave ideas in order to drive significant, measurable improvements. * Experience with Natural Language Processing (NLP) and Natural Language Generation (NLG). * Experience with Python. Job Expectations * Ability to travel up to 10% of the time Disclaimer All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation. Wells Fargo Philadelphia PA

Program Manager Business Intelligence

Comcast