Senior Analyst, Process & Readiness Assurance
Join an innovative team that is responsible for transforming the customer experience by creating and bringing to market new products and services based upon globalized connectivity without boundaries. We reach beyond the traditional satellite industry and the broader communications landscape. As part of the Intelsat vision, we will define new products with the performance, features, and flexibility required to open new profitable markets, drive new revenue streams and ensure the most reliable and secure communications globally. To accomplish our goal, we are looking for bold thinkers who will continue our legacy of innovation for decades to come.
This role is responsible for working with the Process and Readiness Assurance Manager to define and improve processes across the company. The goal of this team is to create processes across the business that streamline handoffs, optimize tasks, reduce time to revenue, and push the company to working in a more standardized and repeatable fashion. Deliverables for this role may include updating existing processes or expanding them to encompass additional products, creating new processes where they do not exist, and standardizing process documentation across all new products and functions wherever possible. Initially, this role will be focused on process definition across the service order lifecycle (pre-sales, design, build-out, service stand-up, customer activation) for multiple product lines. This includes end-to-end processes such as those required for Service Delivery, as well as smaller scale processes to define Inventory Management, Performance and Fault Management, and Case Management.
An Equal Opportunity Employer
•Provide process support to multiple concurrent programs varying in size and complexity.
•Work cross-functionally to help define, evolve and optimize business processes and align dependencies and constraints across other processes and teams.
•Implement ways to measure effectiveness of business processes, establishing metrics and tracking mechanisms as necessary for each process.
•Enforce the process engineering and product & technology readiness methodologies and standards, including team structures, deliverables, templates, and status reporting around initiative milestones.
•Promote awareness of methodologies and educate stakeholders across the company to gain, validate and maintain the commitment of key resources in a matrixed environment.
•Communicate status and issues to Management for action, and work with peers across the organization to remediate issues.
•Provide required documentation focused on business processes and ensure that all documentation is archived via Intelsat's document management process.
•Apply formal change management practices that ensure that all baselined process documents are configuration controlled and changes have received appropriate approvals.
•Become a process subject matter expert (SME) and establish working relationships with cross-functional teams throughout the company.
•Act as a liaison, both internally and externally, to support the development and management of key program relationships.
•Ability to interview SMEs across the company about their processes and develop process flows resulting from their guidance and experience.
•Effectively communicate information to diverse audiences, including translating subject matter terminology into clear business terms.
•Facilitate straightforward decisions from complex situations that keep teams and projects moving forward.
•Rapidly to shifts in priorities and manage multiple tasks simultaneously.
•Work with teams to identify and capture deltas in existing processes, or create new processes when needed.
•Embrace change management and be an advocate for the adoption of new processes
Required Knowledge, Skills, and Abilities
•Bachelor's degree required.
•3-5 years of experience required (or an equivalent amount of education and work experience).
•Experience with process documentation, process improvement, and/or change management strongly desired.
•Experience with satellite communications, telecommunications, and satellite-based video & data services valuable, but not essential.
•Experience with Business Process Management or Lean Six Sigma valuable, but not essential.
•Experience with ServiceNow for workflows, SFDC (SalesForce.Com), or Oracle Service Contracts valuable, but not essential.
•Exceptional analytic skills to translate SME discussions into process flows and proactively work to optimize them.
•Proven problem-solving skills and ability to think “outside of the box”.
•Desire to drive projects to completion and get things done.
- This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
- These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
- Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world's leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat's customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.