[Hiring] Network Performance Change Analyst @Point Broadband

Role Description

This position is a critical role within the Network Operations Center (NOC), combining expertise in network performance optimization and change management processes. This position ensures the stability and efficiency of network operations while supporting planned changes to minimize service disruptions. The role serves as a vital link between technical teams, leadership, and stakeholders, facilitating seamless communication, training, documentation, and process development to drive data-driven decision-making and ensure smooth network operations, especially during change initiatives.

Duties and Responsibilities

• Analyze and interpret complex network-related data to identify trends, anomalies, and opportunities for improvement.
• Create detailed reports, including monthly outage reports, NOC performance metrics, vendor impact analyses, root cause analyses (RCAs), and ad hoc reporting as required.
• Develop automated dashboards in Power BI for real-time leadership visibility into network performance metrics.
• Collaborate cross-functionally with Operations, Engineering, and PMO teams to document processes and create templates, workflows, Lucid Diagrams, and technical integration documentation.
• Recommend product enhancements based on data analysis findings to improve data capture methods and reporting accuracy.
• Coordinate weekly CAB meetings to approve network changes, ensuring alignment with organizational priorities and minimizing service disruptions.
• Ensure compliance with Change Management policies and maintain updated documentation to support governance.
• Conduct targeted training on Change Management processes to improve awareness and adherence to best practices across the organization.
• Develop clear communication plans for escalations related to planned maintenance or service-impacting changes, ensuring timely stakeholder engagement.
• Assist in the creation and maintenance of department documentation and SOPs.
• Help create new documentation for new markets, cabinets, or circuits, and remove decommissioned equipment and sites from monitoring and records.
• Produce clear and concise presentations, summaries, and communication materials to support leadership discussions, business reviews, and stakeholder collaboration.
• Perform other tasks as may be required to assist Point Broadband in carrying out its customer service mission, goals and objectives as circumstances may dictate.

Qualifications

• High School diploma or equivalent required.
• Bachelor's degree in Information Technology, Network Operations, Business Analytics, or a related field, or equivalent work experience.
• Minimum 3 years of experience in network operations, IT operations, or network performance analysis.
• Minimum 1 year of experience in change management or process improvement within a NOC or IT environment.
• Strong data analysis skills, including Power BI, Excel, SQL, and automation scripting.
• Ability to develop and interpret reports, KPIs, and analytics to improve network performance and operational efficiency.

Preferred Qualifications

• ITIL, PMP, Six Sigma, or similar certifications.
• Hands-on experience with ticketing and change management platforms (e.g., ServiceNow, ChangeGear, Jira).
• Experience with telecommunications or broadband network environments.
• Familiarity with business intelligence tools for real-time data visualization and reporting.
• Background in implementing continuous improvement methodologies.
• Experience with root cause analysis (RCA) techniques and documentation.

Physical Demands/Working Conditions

• Required to talk, hear, and communicate effectively.
• Regularly required to answer phones, be on bridge calls or Zoom/Teams meetings, and take detailed notes during an investigation.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision and be able to focus and to see colors.
• The employee generally works in an indoor office environment.
• Ability to work in a high-stress, high-demand environment is expected.
• Availability to work nights, weekends, and holidays is required. Overtime may be required.
• Ability to work independently with minimal supervision and collaborate effectively with distributed teams.

Benefits

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*