Business Analyst

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, cloud and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 155 communities and more than 57,000 customers in Arkansas, Texas, Missouri and Tennessee. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience.

General Summary:

With minimal guidance and direction, the Business Analyst is responsible for support, analysis and reporting of Customer Experience projects, goals, metrics and ad hoc requests. This includes supporting a variety of functional groups by auditing customer-impacting processes based on customer feedback and working to maintain and create initiatives to increase the productivity and efficiency of customer experience functions. This role partners with leadership to review and create KPI reporting and internal programs, while owning program improvement, maintenance, and documentation. The Business Analyst is responsible for monthly Customer Experience performance reporting to ensure goals and objectives for the Customer Experience department are kept on track. Beyond analytics, this role will also assist with our Zoho ticketing system, complete tickets for our phone system, and participate in an on-call rotation after training. This role works with sensitive information and must ensure the confidentiality of records and information.

The position requires a balance of data/technical expertise and project related skills. This individual must be organized, efficient, able to prioritize, maintain confidentiality, exercise good judgment, and make decisions consistent with the job responsibilities.

Essential Job Functions:

Stakeholder Engagement & Requirements Gathering:

• Engages with stakeholders across departments to understand data needs, pain points, and KPIs;
• Gathers, documents, and translates business requirements into clear analytical deliverables and technical data analysis tasks;

Data Analysis & Reporting:

• Works with Data Engineering to obtain and validate curated datasets;
• Develops and maintains advanced Power BI dashboards and reports to support operational and strategic decisions, ensuring data integrity within systems like eLation;
• Creates and maintains imports into Nice Satmetrix for surveys;

Insight Generation & Communication:

• Identifies data trends, anomalies, and insights to improve processes and solve business problems;
• Prepares ad-hoc analyses and support root cause investigations; Communicate and present findings and recommendations in a clear, structured, and impactful manner to both technical and non-technical stakeholders; Drives the adoption of analytics in decision-making;

Process & Program Management:

• Monitors and tracks project milestones and deliverables;
• Writes clear and concise processes and procedures, maintaining process and user documentation;
• Leads and facilitates program-related meetings, documenting status;
• Assists in launching Customer Experience programs and initiatives;
• Creates reports and tools to track quality of work and compliance impacting customer satisfaction and NPS;
• Acts as a liaison between functional areas and QAC stakeholders;

• Develops strategies, set goals, and build roadmaps to improve service;
• Guides thinking on overall service strategy and lead cross-functional stakeholder groups to deliver on that strategy;
• Designs creative approaches to uncover opportunities for cost and time savings;
• Investigates platform data sources to identify new insights;

System & On-Call Support:

• Assists with the Zoho ticketing system and complete tickets for the phone system;
• Participates in an on-call rotation after training;

Compliance & Confidentiality:

Performs all other related duties as assigned by the Supervisor, Quality & Compliance; Ensure confidentiality of sensitive records and information.

Knowledge, Skills, and Abilities:

• Knowledge of the telecommunications industry, operations, technology, and equipment;
• Solid understanding of data concepts, including KPIs, data relationships, data quality, and metrics tracking;
• Strong understanding of data analysis techniques and best practices;
• Knowledge of eLation, Salesforce, and Satmetrix;
• Knowledge of Agile or Scrum methodologies;
• Basic understanding of SQL and data warehousing concepts;
• General knowledge of Customer Service, Quality Compliance, or Operations team processes
• Familiarity with data modeling and working with structured datasets;
• Skill in gathering and analyzing business requirements, then translating them into actionable insights;
• Ability to communicate effectively and use interpersonal skills to engage with diverse business functions and all levels of management;
• Skill in technical writing for documentation, process clarity, and executive-level presentations;
• Strong data storytelling skills to present complex information clearly;
• Ability to work with curated datasets to build meaningful analyses and perform advanced reporting;
• Ability to review, test, or create reports, tools, and processes for maximum efficiency;
• Ability to work independently, pay close attention to detail, and maintain high levels of accuracy;
• Ability to work under pressure and meet critical deadlines;
• Ability to exercise sound judgment, solve problems with decorum, and make decisions consistent with job responsibilities;
• Ability to work in cross-functional or matrixed teams.

Education and Experience:

Bachelor's degree in Business Analytics, Business Administration, Data Science or equivalent and three years of experience in telecommunications, IT services, or other technology industry preferred.

Advanced proficiency with Excel is required.

Certifications: Power BI certification is a plus.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!