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Business Analyst
Broomfield, CO  |  Remote
Contract Position
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Applied on March 26, 2023
Job Id #61533 Posted January 27, 2023

Business Analyst
  • Experience as BA on  projects that  require heavy data analytics and BI reporting functions ideally in telco or enterprise environment
  • Experience analyzing data and KPIs for Service Assurance and BI Reporting teams
  • UAT experience
  • Experience with multiple tools/platforms--Jira, Confluence, ServiceNow, MS Office Suite, MS Project, Visio, PowerBI, etc...
  • Degree required

Job Description:
  • Seeking a Lead Operations Analyst to join the Service Assurance Operations Business Analytics team to assist with ad hoc analysis, requirements gathering, assist with testing of our solutions from a process/UAT perspective, assist with tracking of key development activities, incoming reporting requirements, reporting issues and help manage documentation of our BI Reporting Team core processes and technical documentation.
  • The ideal candidate will have a mix of intermediate to advanced analytics skills and some ability to help manage and track key projects and initiatives.
  • The candidate for this role will have another team member working in a similar capacity to help manage team workload and collaborate with to help establish and or further team progress and best practices.
More About Our Team And Organization:
  • Our Service Assurance Business Operations team
  • provides BI Data, Analytics and Reporting team support to the Enterprise Operations Service Assurance
  • organization. Service Assurance is responsible for providing customer support, Day 2 and beyond, for all
  • Company Enterprise, Public Sector & Mass Market products and services. Our primary goal is to deliver
  • our customers a repeatable, best-in-class customer experience. Our three key pillars to enable a positive,
  • exceptional Customer Experience are: Don't let it Break, If it Breaks, Fix it Fast and Communicate
The Main Responsibilities:
  • Successful candidate will possess strong analytical skills with some project management skills and ability to serve as a liaison between both technical and non-technical stakeholders including analysis of ticketing system and telephony system metrics and data, validation of reporting requirements and development, user acceptance testing of data and reporting development solutions, etc...
  • Ability to tracking of key reporting requirements, analysis requests, and data and reporting issue mitigations
  • Ability to provide Project Management assistance with Business Intelligence Reporting and Metrics
  • Development in tools such as Power BI and ServiceNOW and with respect to other applications such as Genesys Cloud, Solar Winds Web Help Desk or other applications.
  • Manage team documentation including Data Definitions, Processes and Technical Documentation) - collaborating/coordinating with team members as needed. Documentation is stored in various places including Confluence Wiki, MS Teams (document storage) and Team SharePoint
  • Partner with reporting development team members, operations team end users (managers, analysts)
  • Provide ad hoc analysis projects – deep dives into data flow health or various reporting needs, requirements gathering (end users), tracking requirements through deployment, manage PowerBI reporting health of operational dashboards, and more Some of the core tools our BI Reporting team works with includes ServiceNOW (Ticketing), Genesys
  • Cloud (Call Platform), Microsoft Power BI, Microsoft Teams, Atlassian JIRA, Atlassian Confluence, other core Microsoft applications such as Excel, Word, Visio, PowerPoint, etc..
What we Look for in a Candidate
Minimum :
  • Bachelor's Degree or equivalent and 4+ years relevant experience; or 6+ years related experience
  • Strong analytical skills with the ability to identify performance drivers and trends
  • Strong critical thinking, research and problem-solving skills
  • Strong attention to detail; attention to consistent process, data definitions, documentation
  • and tools for tracking requirements and project progress
  • Process improvement skills
  • Ability to lead projects/initiatives and take ownership to complete key objectives and deliverables
  • Ability to lead discussions around fact-findings, requirements gathering, project status and digging into details
  • Communication and Interpersonal Skills - ability to help translate details between technical and non-technical users
  • Partners well with others including technical developers and other team analysts to help theteam achieve higher-level team objectives
  • Creation and development of Key Performance Indicators and Measures
  • Intermediate to Advanced skills with Microsoft Excel including Data Visualization (Charts/Graphs), Pivot Table, vlookup, SumIf, CountIf, and other key formulas, filtering information to provide quality data and insights, managing data, etc...
  • Exhibits good business judgement with the ability to overcome obstacles and think strategically to solve business problems
  • Works effectively within key deadlines and schedules
  • Candidate may be considered for work on projects that may be tied to Public Sector related data and reporting support and as such may be required to qualify for and pass Public Trust
  • Suitability and Clearance applications
  •  Experience with supporting operations teams who work in technology and telecommunications industries
  •  Experience with Ticketing and Call Platform applications such as ServiceNOW, Genesys Cloud, etc...
  •  Experience with tools such as Confluence, JIRA, Power BI, SharePoint, Microsoft applications such as Excel, PowerPoint, Word, Visio, and Project
  •  Experience with User Acceptance Test (UAT) activities
  •  Experience with Data Visualization
  •  Passion for solid data, analytics and reporting outcomes
Project meetings:
  • ServiceNow reporting development and user acceptance test  
  • Power BI metrics development in Power BI
Analysis and Project Deliverables
  • User Acceptance Testing of ServiceNOW development
  • Digging into Power BI data as well as associated core tools/systems such as Genesys Cloud, ServiceNow and other current ticketing platforms (Solar Wind Web Help Desk, Remedy) to understand variances or issues in the data
Reporting Requirements Gathering:
  • Working with Operations leaders (top-level and mid-level) to understand what they need to capture key data insights, metrics and details
Project Management
  • To drive projects/tasks to completion within our reporting development activities, issue resolution, investigation, etc…
Document Management
  • Assist with documenting our reporting team processes, data definitions, support details, etc…
Size of the group this position will be supporting:
  • Core Reporting team is 8-9 team members.
  • Our audience scope is support to rolled-up reporting, metrics and analytics for a larger Service Assurance
  • organization of 3200 employees and contractors. Most of the folks we work with are Senior and mid-level managers.
Technical environment:
  • We work with Microsoft applications such as Power BI, Excel,
  • PowerPoint, Word, Visio, Project, SharePoint, Microsoft Teams, as well as JIRA, Confluence, ServiceNow,
  • Genesys Cloud, and other ticketing applications such as Remedy, SolarWinds Web Help Desk, etc…
Work environment / team culture:
  • Collaborative, agile, not rigid; change when needed; have flexibility…but results-oriented and work towards achieving complex deliverables over time. Iterative approach.
  • Team is all about knowledge sharing and helping one another to achieve outcomes.
  • Customerfocus both internal customer and the external Company customer experience – Customer Obsessed.
Top 3-5 skills:
  • MS Excel – ability to perform intermediate to advanced analysis including vlookups, pivot tables, and
  • other formulas suited for business analysis and including data visualizations. Ability to filter information
  • to provide quality data and insights, manage data, etc…
  • Experience and ability to track project progress or status, project details in Microsoft applications such
  • as Excel, Word, PowerPoint, Visio, Project, etc…
  • Experience with applications such as JIRA, Confluence and Microsoft Teams and SharePoint are a plus
  • Experience with applications such as ServiceNow or Genesys Cloud are a plus
Non-technical Skills:
  • Strong analytical skills with the ability to identify performance drivers and trends
  • Strong critical thinking, research and problem-solving skills with strong attention to detail, consistent
  • process – familiar with metrics, key performance indicators data that help
  • Communication and Interpersonal skills – Strong customer focus, ability to serve as a liaison between
  • technical and non-technical stakeholders; Partners well with others including technical developers and
  • other team analysts to help the team achieve higher-level team objectives
  • Ability to lead projects/initiatives and take ownership to complete key objectives and deliverables
  • around reporting requirements, analysis and outcomes; ability to lead discussions around fact-findings,
  • requirements gather, project status and other key details
Candidate background and how many years required:
  • 4+ years of experience
Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. In compliance in compliance with state laws and regulations related to job posting requirements, the salary range for this role is $15.00 -$115.00 per hour (hourly rates in other locations could differ). This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.


Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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