Job Summary
The successful candidate will be joining the AI OPS team within the Enterprise Business Intelligence (EBI) organization. The Enterprise Decision Engine (EDE) drives optimal Customer Experiences through Next Best Action, Personalization, and Omni-Channel capabilities. Backed by Artificial Intelligence, EDE is constantly optimizing while flexing to meet changing Customer and Business needs.The AI OPS team is looking for a self-starting and highly organized individual for the position of production support analyst. The role requires the individual to ensure effective front and backend functionality of applications, establish root causes of application errors, and monitor application performance metrics. As the EDE platform expands its capabilities and integrates into new channels, the production support analyst will act quickly to analyze the available data and find the root cause of the problem while providing users with progress updates. This involves handling and prioritizing incidents, performing impact analysis, coordinating with cross-functional teams, and ensuring timely resolutions.
Job Description
Core Responsibilities
- Offer decisioning tactic design & management, including consulting with business on business rules, guardrails, and thresholds to precisely target customers for specific offers in omni-channel interactions.
- Monitoring and Alerting: Experience with monitoring and setting up, managing alerts, analyzing system performance, and taking proactive measures to prevent issues.
- Troubleshooting and Debugging: Strong problem-solving skills and the ability to analyze complex issues.
- Communication and Collaboration: Excellent communication skills to interact with stakeholders, developers, and other teams effectively.
- The ability to convey technical information in a clear and concise manner and collaborate in a team environment.
- Documentation: Proficiency in documenting processes, troubleshooting steps, incident resolution, and maintaining knowledge bases or wikis.
- Experience in identifying opportunities to enhance system stability, performance, automation, and implementing best practices.
- Deep dive into existing integrations at a technical and business process level to ensure that platform-to-channel functionality is aligned with current needs of the business.
- 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.
Primary Competencies:
Offer & Business Rule Expertise: Extensive knowledge and experience of offer availability, eligibility, rules, & catalog.
Analytical curiosity: Can deep-dive into disparate datasets and find data-driven opportunities to optimize current functions & processes
Builder/tinkerer: Thinks outside of the box to build out insightful & informative analysis given available enterprise tools and datasets
Self-starter: Showcases strong business acumen and can make judgements on what is a high vs. low business priority with minimal direction from leadership
Highly organized and demonstrated experience defining and implementing business processes
Excellent stakeholder and interpersonal skills, can keep a close pulse on the strategic priorities and align EDE strategy to meet the broader Xfinity goals
Technical Competencies:
Advanced proficiency with SQL (5+ years)
Advanced proficiency with Excel (5+ years)
Advanced proficiency with PowerPoint (5+ years)
Databricks (3+ years)
AWS Athena (3+ years)
Nice to have – Tableau, Power BI, Statistical Programming Languages (Python, R, Scala, Spark, etc.)
Preferred:
Experience managing operations for decisioning or campaign tools such as Pega CDH, Adobe Campaign, Salesforce Marketing Cloud or Unica Interact/Campaign.
Exposure to industry technologies for site personalization, decisioning, analytics, CDPs, CMSs, DAMs, ESPs, DMPs, and dynamic emails
Familiarity with incident or defect tracking tools (such as Jira/Rally).
Experience in marketing or telecommunications industry
#EBICareers
This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.
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.
Skills
Analytics, Collaborating, CommunicationCompensation
This job can be performed in Denver Campus with a Pay Range of $85,684.77 - $141,379.88Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and benefits summary on our careers site for more details.
Education
Bachelor's DegreeWhile 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 YearsComcast 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.Top Skills
What We Do
Comcast delivers broadband, mobile, and video products that delight customers and technology that powers the future; produces and distributes leading entertainment, sports, and news, and brings incredible theme parks and attractions to life. At the heart of Comcast are our people. Our engineers, designers, creators, storytellers, and entrepreneurs are passionate about the important role we play in millions of people’s lives. Come create the future with us.
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