Process Development Analyst

Position: Process Development Analyst

Who we are:  

Since 1995, Mediacom Communications has become a coast-to-coast presence with operations in 22 states and a team exceeding 4,000 people with the mission of bridging the digital divide between America’s major cities and America’s smaller regions. The services we offer—faster, more reliable internet service; expanded, free digital and HD TV choices; and superior technology in home security and phone service—are a direct result of our powerful culture of growth and innovation.  
 
As we continue to grow, so do our career opportunities. We aim to be at the forefront in delivering easy-to-use, high-tech entertainment, communications, and internet products to the communities we serve. To achieve this, Mediacom Communications seeks talented professionals to partner with us in meeting these challenges and realizing what we can imagine. Take that next step toward your future and join our growing team!  

Position Overview:

This position is responsible for the design and delivery of a variety of process material for HFCNOC employees.  It will create advanced troubleshooting techniques and implement policies and procedures which the HFCNOC will follow during their day to day activities. This position is also responsible for assisting the HFCNOC management team in monitoring and guiding HFCNOC employees through their workday, with a focus on achieving departmental goals including outage, maintenance management, as well as, other departmental KPIs.

Company Benefits:

Along with that rewarding feeling, you’ll be given the Power to Succeed in your career while enjoying ongoing training and a generous benefits package designed to be flexible and relevant to your needs. You'll find all sorts of advantages to joining the Mediacom team including:

• Health, vision, and dental insurance!
• Paid vacation, holidays and flex paid time off!
• 401K with generous company match!
• Employee discounts on Mediacom services, where available. In areas where Mediacom services are not available, a reimbursement of internet/cable services are provided!
• Education Enrichment of up to $5,000 per year for qualified employees!
• Employee Wellness Program!

Position Responsibilities:

• Assist manager in the creation and updates of Methods and Procedures for all facets of HFC NOC.
• Responsible for developing procedures for agent’s functionality for new tools they will have access to.
• Develop and implement process improvement programs to further develop/retrain current employees.
• Administer learning schedules, calendar and maintain participant test scores and evaluations.
• Analyze specific employee results based on development needs.
• Guide and Train less experienced employees.
• Resolve complex process issues while applying good judgement in analyzing and resolving problems.
• Assist job shadowing or on the job training for new hires.
• Reprioritize operational demands and resources to meet and exceed departmental KPIs.
• Monitor and assist employees in their daily workloads to maintain organization and quick response as it relates to outage management.
• Communicate and work with management as needed.
• Interact with other departments to provide support, information and feedback.
• Provide support to operators and management to ensure that HFC NOC functions occur on-time and in an orderly fashion
• Conduct training specific to the Methods and Procedures of HFC NOC.
• Maintain a flexible schedule as necessary to support the needs of a 24/7 operation.
• Other duties as assigned.

Position Requirements:

• Bachelor's degree or equivalent experience in Technology, Education or Communication required.
• Ability to perform routine HFC NOC functions such as managing outages, routing work, taking phone calls.
• Excellent communication (written, verbal) and interpersonal skills.
• Punctual and ability to maintain great attendance.
• Possess mature judgment skills and ability to relate well with other people.
• Proven ability to create professional-looking documentation and/or training materials in Microsoft Word and Power Point. Experience with Microsoft Visio a plus.
• Detail-oriented and team oriented.
• Knowledge of Telecommunications Infrastructure a plus.

Get to know us: Mediacom Communications is known by our Mediacom brands, including: Xtream TV, Phone and Internet, Xtream Xpert, Xtream Wifi360Pro, Xtream Hotspots, Mediacom Bolt, Mediacom Digital Home, Mediacom Business and OnMedia. When you join Mediacom, you are joining a powerful team of more than 4,000 individuals working together to serve more than 1.55 million customers in 22 states and connecting them to what matters most.   

Our Awards: Mediacom is proud to have received the following recognitions: 2024 Best Managed Companies, 2023 Best Managed Companies, 2022 Best Managed Companies, 2021 Best Managed Companies, 2019 Best Company for Women to Work, 2017 Best Company for People of Color and Women to Work, Content & Connectivity Human Resources (C2HR)’s 2021 Social Impact Award.  

Who you are matters here: Mediacom Communications is committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Mediacom Communications prohibits discrimination and harassment based on race, color, religion, national origin, sex, gender identity, sexual orientation, pregnancy, military status, marital status, status as a parent, age, disability (physical or mental), family medical history or genetic information, reprisal for participation in protected EEO activity, or any other protected characteristic as outlined by federal, state, or local laws. These protections extend to all employment policies, practices, and actions, including, but not limited to, recruitment and hiring; job assignments; performance management; rewards; promotions; training and development; reassignments; discipline; and separations. 

Disclaimer: The salary range for this position is $44,298 - $61,000 per year. When making a job offer, we consider several factors in our determination, such as years of related work experience; relevant skills and qualifications; education level; and certifications/licenses.

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Salary : $44,298 - $61,000