Analyst 4 - Information Technology Support

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for overseeing system support functions in a client server systems infrastructure. Manages day to day activities of coordination of critical functionalities within the system including maintenance and interfacing with system personnel to ensure that all questions/issues arising are resolved in a timely manner and generation of key management reports. May solve highly technical, complex problems and be called on to consult for other projects. Viewed as a Subject Matter Expert within the organization. Acts as a technical specialist within own area. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.

Job Description

Core Responsibilities

• Researches, resolves and responds to complex end user, support or system server issues across the product line and product boundaries in accordance with current standards (including coordinating hardware repairs/replacements with server vendor and identifying system/application interdependencies).
• Helps manage and maintain server environment using existing systems and processes.
• Coordinates end user and support issues among various support sites to ensure timely distribution of knowledge and positive impact on customer satisfaction and quality.
• Identifies areas for improvement where proactive efforts can prevent new cases.
• Trains and educates new and current users of basic systems.
• Plans, coordinates and implements projects.
• Provides or designs tools and makes data available in usable form.
• Provides consultation services for users with problems or new tasks and quickly formulates solutions.
• Acts as an information resource to the management team and reports high visibility cases, escalations and customer trends to management.
• Reviews urgent and critical incident reports for quality and makes recommendations for improvement.
• Conducts reviews of ticketing queue, generates and analyzes metrics to ensure quality and efficiency of support.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience

7-10 Years

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.