Business Analyst 4

Role Description

Do you work well virtually? Are you an inspiring leader? Do you know how to manage operations while simultaneously working in partnership with others, designing a future-state technical architecture and business processes? If you can answer ‘yes’ to these questions, then read on!

As an Analyst 4 within the Operations Solutions team, you will be an individual contributor who will serve as a triage lead across multiple billing platforms. You will:

• Own complex P1/P2 incident investigations.
• Drive incident command during assigned rotations.
• Mentor Analysts 3.
• Partner with engineering/platform and product teams to prevent recurrence through automation and systemic fixes.
• Create and modify complex queries.
• Work tickets for customer account issues validating data to ensure accuracy and quality.
• Test new products, offer constructs, and system enhancements.
• Lead cross-departmental meetings.
• Identify opportunities for automation and efficiency.
• Assist in the standardization of policies and procedures.

Qualifications

• Experience in production support/triage for billing or large consumer platforms.
• Advanced skills in incident management, SQL, and log forensics.
• Demonstrated leadership during P1/P2 events.
• Strong domain depth and understanding of usage/rating/invoicing lifecycles.
• Strong collaboration ability to facilitate collaboration between Triage and Tier 2 teams.
• Analytical skills to test system enhancements related to the billing system Triage team.
• Strong attention to detail to monitor ticketing queues for trends and issues.
• Ability to provide feedback to peers on known issues or training needs.
• SQL or query knowledge to run reports for current issues.

Requirements

• Log analysis: ability to read, interpret, and trace issues through logs.
• Working knowledge of ticketing/workflow tools: Jira and/or ServiceNow.
• Ability to structure problem statements, isolate variables, and communicate hypotheses and findings effectively.
• Incident prioritization: can assess impact + urgency and assign P1–P4 correctly.
• Ticketing discipline: creates clear, complete tickets (ServiceNow/Jira etc.).
• Advanced troubleshooting: can gather evidence (logs, screenshots, timestamps) and do first checks.
• Monitoring awareness: understands alerts/dashboards and can spot duplicates/noise.
• Advanced SQL Knowledge.
• Advanced analytical, documentation, process improvements, problem solving and communication skills.
• Ability to shift priorities swiftly based on business demands.
• Advanced interpersonal skills.
• Ability to work with a cross-functional mindset.
• Demonstrate highly developed critical thinking skills.
• Advanced organization and time management skills.

Benefits

• Array of options, expert guidance, and always-on tools personalized to meet the needs of your reality.
• Support physically, financially, and emotionally through big milestones and everyday life.

Education

• Bachelor's Degree preferred, but Comcast may consider applicants with a combination of coursework and experience or extensive related professional experience.

Certifications

• Relevant Work Experience: 7-10 Years.