Order Management Analyst Job
Time Warner Cable - Herndon, VA

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Posting Job Title: Order Management Analyst
Requisition #: 143893BR
Posting Location: Herndon, VA, US
Area of Interest: Information Technology Services
Position Type: Full Time

Posting Job Description

The Time Warner Cable Corporate office currently seeks an Order Management Analyst for our National Order Management, Complex Orders - Agent Channel Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Essential Job Functions:
  • Develop and maintain order monitoring based on tasks, goals, time frame requirements.
  • Serve as point person for customer on for new product offerings process, new initiatives, system upgrades, and coordinate communication and training.
  • Serve as contact to sales organization, customers and other departments to answer questions and resolve issues.
  • Responsible for issue resolution or escalation in a timely manner.
  • Develop with the customer processes and procedures to ensure the efficient execution of service implementation within expected time frames.
  • Reconcile work in progress and completed against estimated timeframes to develop necessary action plans for instances outside Service Level Objective.
  • Prepare performance metrics (weekly, monthly, quarterly, yearly) to allow for comparison to predetermined goals and objectives.
  • Prepare status reports and analyze data to make recommendations to supervisor and senior management and end-users.
  • Manage efforts with other departments to ensure Service Level Objectives are completed by predetermined time frames (i.e. sales, engineering, etc).
  • Investigate and resolve the most complex issues or problems related to services, other assigned initiatives or projects.
  • Provide clear and concise communication to various levels of the organization.
  • Responsible for billing and commissioning issues research and resolution.
  • Consistently perform all duties and responsibilities according to production and quality standards and provide high quality customer service.
  • Perform pre-Sales and order entry activities for complex service orders. (PRI, multi-site Ethernet, Fiber, etc)
  • Perform all other duties assigned.
Job Requirements:
  • 6+ of telecommunications industry work experience.
  • Ability to function independently as well as actively participate in a team environment.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Doesn't have direct reports but is responsible for the timely completion of work done by individuals reporting to other functional units. (Regional Order Management, Sales Support, Engineering, etc.)
  • Excellent personal computer skills with the ability to manipulate spreadsheets, word processing, and comprehend database analysis
  • Strong organizational, verbal and written communication skill
  • Ability to work in a fast-paced and dynamic environment
  • Ability to respond to frequent pressure to meet deadlines
  • Ability to manage multiple projects at the same time
  • Ability to work with minimal supervision
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from management.
Required Qualifications:
  • Previous project management, lead or supervisory experience a plus
  • Ability to read, analyze, and interpret technical procedures and industry regulations.
  • Strong understanding of telecommunications and networking technologies (WAN, LAN, TDM, Ethernet, VoIP, Internet)
Education and Experience:
Associate's degree (A.A.) or equivalent from two-year college or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience.

Supervisory/Managerial Responsibilities:
No Supervisory responsibilities with this position.

Travel Requirements:

We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401(k) plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area. Qualified candidates should apply online at www.timewarnercable.com.

FCC Unit_TWC: HQ452
Controlling Establishment ID: 00236 - Herndon 13820 Sunrise Valley

About this company
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Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...