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

Date Posted: 2/12/2018

Job Snapshot

Job Description


The candidate will be responsible for support of the billing systems and applications alike. Support will include day to day IT Billing Operations, ticket support, triage and troubleshooting. The candidate will also support Change Requests in accordance with SOX compliance as well as any projects related to the support of the systems. This position is on an on-call rotation supporting after hours outages as needed and must be able to initiate and lead outage calls. Additional responsibilities require analyzing the requirements and developing, modifying and maintaining the solutions.

Duties & Responsibilities:

Essential Duties and Responsibilities include the following but are not limited to:

  • Writing Oracle PL/SQL scripts for Customer Care data presentation via reports and/or data mining

  • Performing scope definition, design, development, and user training

  • Collaborate with business process owners to identify opportunities; define business requirements, and design and implement solutions designed to maximize efficiency and productivity

  • Perform Data validation and massaging to ensure accuracy and quality of data

  • Data mining for advanced analysis of data; presented in reports and/or interactive auditing tools

  • Full life cycle project ownership from analysis to development to delivery of audit solutions

  • The facilitation of tasks to understand the objectives of the business owner, retrieval of data, organization of data into information, interpretation of data and its meaning, aggregation of large amounts of data, facilitation of business owners and leaders throughout the region to understand the data and results and making recommendations as appropriate

  • Handles escalated issues as needed

  • Operational Readiness Testing activities for project support including monitoring and analysis

  • Documentation of all new process and upkeep of current processes

  • Performs other duties as assigned and required

  • Experience using ServiceNow is a plus

  • Windows / Linux server and application support experience


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.


  • College degree in Computer Science/MIS or equivalent experience

  • 2 to 3 years' experience of writing SQL and/or PL/SQL scripts

  • Ability to optimize query performance (sql tuning)

  • Technical troubleshooting within application systems

  • Server log analyzing and troubleshooting

  • Excellent oral and written communication skills, with the ability to effectively present information and respond to questions

  • Self-lead with the ability to multi-task

  • Experience with telecom billing systems

  • Strong organization skills are required, with demonstrated ability to effectively handle multiple projects and tasks Must be able to manage priorities and work in a self-directed manner

  • Experience with ITIL and ITSM is a plus

Computer Skills:

  • SQL Server Reporting Services (SSRS) experience is a plus

  • Crystal Reports ver XI against Oracle 10g database

  • SAP 4.0 report utilities a plus

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Required to use hands to type, handle objects and paperwork

  • Required to reach and hold items at chest level or reach above the shoulder

  • Must be able to perform computer functions and operate routine office equipment

  • Must be able to sit for extended periods of time

  • Must be able to travel for business purposes on an occasional basis

  • Regularly required to talk and hear

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


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