System Support Analyst I in Colorado Springs, CO at WOW!

Date Posted: 6/25/2018

Job Snapshot

Job Description

System Support Analyst I

The System Support Analyst supports and maintains the billing and customer care systems. Tests, maintains and documents all areas of ICOMS as well as providing technical support as required. Respond to internal teams regarding Video, HSD, Telephony, billing and account inquiries, while meeting customer expectations and incorporating WOW's Core Values.

Duties & Responsibilities:

Essential duties and responsibilities include the following. Other duties may be assigned.

  • Triage and complete errors within ICOMS

  • Provides ICOMS reporting as needed

  • Responsible for initiating and resolving WOW Now tickets for ICOMS

  • Self-starter with Strong multitasking skills

  • Provide support for all departments for all Voice, HSD, and Video services

  • Provide Operational Readiness Testing for ICOMS maintenance and enhancement releases

  • Provide departmental documentation of all process' and procedures

  • Manage projects for department as assigned

  • Monitors and troubleshoots any interface issues

  • Ability to identify areas that require discretion and respond accordingly

  • Performs all other duties as assigned including support of the USHA billing system


To perform this job successfully, an individual must be able to perform each essential duty at a high level. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Four year degree in IT, computer science, or a business related field preferred. 2-4 years hands-on experience with a billing/customer care system required. ICOMS knowledge strongly preferred.

Computer Skills:

Must have strong PC skills. Strong knowledge of customer care/billing systems; ICOMS billing system experience is strongly preferred. USHA systems knowledge is a plus.

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer


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