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

Responsible for formulating and defining systems and objectives based on a good understanding of applicable business systems. Devises or modifies procedures to solve complex problems considering computer equipment capacity, limitations, operating time and form of desired results. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.

Job Description

Core Responsibilities

• Act as Incident Lead for high‑severity events (P1/P2): orchestrate response, communications, and technical bridge; ensure swift mitigation and clear action plans.
• Conduct deep‑dive RCAs across multiple domains (CSG/Amdocs/Ascendon/Comcast Order Tech and Prepaid); validate hypotheses with SQL and log analysis; articulate business/customer impact.
• Design/run experiments to isolate defects (feature flags, configuration toggles, data sampling) and drive durable fixes with platform/engineering.
• Lead post‑incident reviews: produce clear timelines, root causes, and corrective/preventive actions; track actions to closure.
• Elevate operational excellence: create/own triage playbooks, dashboards/alerts, ticket quality standards; identify and deliver automation.
• Mentor peers; provide training on tools, triage techniques, and billing domain nuances.
• Provide Tier 1/2 operational support for digital and biller platforms (CSG or Amdocs), ensuring timely resolution and customer impact mitigation.
• Triage incidents and service requests: validate issue details, assess severity/priority, and ensure clear documentation of symptoms, scope, and impact.
• Perform initial root-cause investigation via logs, dashboards, and data checks; identify issue patterns and recurring problem areas.
• Analyze billing-related issues including statement discrepancies, adjustments, charge calculations, rating/usage anomalies, and promotions.
• Create high-quality tickets (Jira/ServiceNow) with reproducible steps, evidence (logs/screenshots), and impact assessment, follow through to closure.
• Coordinate escalations with development, platform, and upstream/downstream teams for defect fixes, and remediation activities.
• Support change/release activities by validating post-release health, monitoring for regressions, and assisting with rollback/mitigation coordination when required.
• Contribute to knowledge management: update runbooks, known error documentation, and standard operating procedures based on learnings.
• Maintain operational discipline: adhering to SLAs, incident response playbooks, and communication protocols during P1/P2 events.
• Analyzes, communicates, tests and Q/As complex releases and upgrades ensuring zero negative customer impact.
• Leads operations change implementation from planning to testing to execution.
• Provides support to end users. Identifies problem causes and solutions for billing and operations programs.
• Completes complex change requests within the required defined timeframe incurring no late fees and with no unplanned customer or revenue impact.
• Coordinates changes with other technology and operational teams when necessary to troubleshoot issues to ensure there are no customer impacts.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

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.
• Support a culture of inclusion in how you work and lead.
• 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 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

7-10 Years