Analyst 4, Business Information Systems

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

We are looking for a detail-oriented Business Analyst with experience in IT Service Management (ITSM) and IT Operations Management (ITOM) to join our telecom-focused team. The successful candidate will play a critical role in bridging the gap between business needs and technical solutions, ensuring that our ITSM/ITOM products and services meet customer expectations and deliver business value. As a Business Analyst, you will work closely with stakeholders across the organization, including product owners, engineers, and architects, to gather, analyze, and document business requirements. You will also play a key role in improving operational efficiency by identifying gaps and areas for improvement in IT service and operations processes within the telecom industry.

Job Description

Core Responsibilities

• Act as a liaison between business stakeholders and technical teams to understand business requirements and translate them into functional specifications.
• Gather, document, and analyze requirements for ITSM/ITOM solutions that cater to the needs of the telecom sector.
• Work closely with the Product Owner and engineering teams to ensure that business needs are well-understood and aligned with the product backlog.
• Analyze and document current telecom operations workflows, identifying areas where ITSM/ITOM solutions can improve efficiency and effectiveness.
• Conduct gap analysis between current capabilities and desired outcomes to define clear project objectives.
• Assist in defining and prioritizing user stories and acceptance criteria for product features.
• Support the team with data analysis, user research, and KPI tracking to identify trends and opportunities for process improvements.
• Facilitate requirements workshops, stakeholder interviews, and other collaborative sessions to refine and validate requirements.
• Provide ongoing support throughout the development lifecycle, ensuring that the delivered solutions align with business expectations.
• Collaborate with teams to help design telecom-specific ITSM/ITOM solutions that are scalable, reliable, and aligned with business needs.

Requirements:

• Strong experience with business process analysis, requirements gathering, and translating business needs into functional specifications.
• Understanding of ITSM/ITOM frameworks like ITIL and how they apply to telecom operations.
• Familiarity with agile methodologies such as Scrum or Kanban.
• Proficiency in tools like JIRA, Confluence, or similar project management and documentation tools.
• Excellent analytical and problem-solving skills with an ability to manage multiple tasks in a fast-paced environment.
• Strong written and verbal communication skills, with the ability to interact effectively with both technical and business stakeholders.
• Experience in the telecom sector and familiarity with the specific challenges of managing IT services and operations in that space.
• A bachelor’s degree in Business Administration, Information Systems, Telecommunications, or a related field is preferred.

Preferred Qualifications:

• Prior experience with ITOM platforms such as ServiceNow, BMC Helix, or similar tools.
• Knowledge of telecom network operations and experience working in a telecom business environment.
• Experience with data analysis and generating insights from ITSM/ITOM metrics and KPIs.
• ITIL certification or a similar credential is an advantage.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

10 Years +, 5-7 Years, 2-5 Years, 0-2 Years, 15 Years +, 7-10 Years