Analyst 4, Business Information Systems

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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 whats 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.

Skills

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. Thats 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 benefits summary on our careers site for more details.

Education

Bachelors 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.

Certifications (if applicable)

Relative Work Experience

7-10 Years

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.