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

Date Posted: 8/2/2020

Job Snapshot

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Job Description

The primary function of the System Support Analyst II is to support the billing systems and applications as well as provide technical support. This position is responsible for the retrieval of data, organization of data into information, interpretation of data and its meaning, aggregation of large amounts of data, facilitating the understand of the data and results and making recommendations as appropriate.

Duties & Responsibilities:

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

  • Writes Oracle PL/SQL scripts for Customer Care data presentation via reports and/or data mining
  • Supports day to day IT Billing Operations
  • Provides ticket support, triage and troubleshooting
  • Handles escalated issues as needed
  • Performs 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
  • Supports Change Requests in accordance with SOX compliance
  • Completes Operational Readiness Testing activities for project support including monitoring and analysis
  • Accountable for documentation of all new processes and upkeep of current processes
  • Responsible for on-call rotation supporting after hours outages as needed and will initiate and lead outage calls
  •   Analyze the requirements for  developing, modifying and maintaining departmental solutions
  • Other duties, as assigned


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.


  • Bachelor’s degree in IT, computer science, or a business related field or equivalent experience

-Experience/Skills Needed:

  • 4 to 6 years hands-on experience with a billing/customer care system required
  • Experience  in writing SQL and/or PL/SQL scripts preferred 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
  • Experience with telecom billing systems
  • Demonstrated ability to effectively handle multiple projects and tasks
  • Must be able to manage priorities and work  autonomously
  • Experience with ITIL and ITSM preferred
  • Experience using ServiceNow is a plus
  • Windows / Linux server and application support experience  preferred

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

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


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