JOB SUMMARY
Responsible for working with tools, technologies and processes that enhance Sales and Sales
Operations. Evaluates and identifies business needs and system changes to optimize automation and
tools. Translate business needs into requirements and creates, approves necessary documentation to
support enhancements. Tests tools and processes prior to launch.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Collaborate with Sales, Marketing and Sales Operations leaders to identify tool and technology
enhancements. Review data and processes for root cause analysis. Evaluate alternatives and
recommends solutions.
Assist in translating business requirements into technical requirements. Interfaces with IT organization
to determine best-case application configuration and design.
Review project documents: functional/non-functional requirements, functional design documents,
data flows and diagrams, test plans, and process documents.
Support Salesforce case requests by assessing, anticipating impacts and determining solutions.
Assist with gap analysis on Customer Relationship Management data, document findings and provide
recommendations based off of data analysis.
Coordinate user acceptance testing and conduct post launch assessment.
Perform system administrator functions for Customer Relationship Management tools such as
Salesforce.com.
Work on multiple projects as a project team member. Responsible for effective communication with all
stakeholders.
Assist team with day-to-day project management, creates and generates reports in Customer
Relationship Management database and other operational systems and tools, maintains internal web
page permissions and content.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to quickly identify business problems and engineer effective solutions.
Ability to analyze and interpret data into actionable work activity.
Ability to prioritize, organize and handle multiple projects and tasks simultaneously, while working
calmly, quickly and accurately in a fast-paced environment.
Ability to create business and functional requirements, use and test cases, and project plans.
Ability to use personal computer and software applications (i.e., Microsoft Word, Excel, PowerPoint,
Visio, Project, SharePoint).
Knowledge of CRM systems.
Knowledge of cable television products and services.
Required Education
BA/BS in Information Technology, Computer Science, or related field or equivalent work experience.
Required Related Work Experience and Number of Years
Project Management experience in an IT environment - 6+
Business analysis and requirements writing - 6+
System Administrator - 4+
Experience with CRM platforms - 5+
Billing system experience - 4+
Experience with SharePoint - 2+
Telecommunication experience - 3+
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Preferred Education
CRM Administrator certified or equivalent experience
System administrator experience making configuration type changes and user profile updates.
Created By: Angela White December 10, 2021
Business Analyst certification or successful completion of a recognized BA curriculum.
Business and functional writing certification or successful completion of a recognized writing
curriculum.
Preferred Related Work Experience and Number of Years
WORKING CONDITIONS
Office environment
Occasional travel
PHYSICAL AND MENTAL REQUIREMENTS
Physical Requirements
Mental Requirements
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
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SAN315 319380 319380BR