Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.
- As Kinetic, Windstream offers bundled services, including premium broadband, security solutions, voice, and digital TV to consumers through an enhanced fiber network.
- Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients.
- Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.
The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities.
About the Role:
We are seeking an experienced Analyst II/Sr. Analyst to support our group of end users. You will play a role in Learning & Development content creation, user support, user management, reporting and analytics, process documentation and communication.
What You'll Do: Analyze business processes, operations bulletins, and demonstrations of new functionality to determine documentation needs Gather information through research, discussions with SMEs, provided documentation, demos and review of existing documentation to write various types of documentation such as operational procedures, urgent update emails, etc. Receive update requests from various users, analyze and confirm for accuracy, review with any stakeholders then make necessary process and notification updates to the user communities Organize, publish and maintain documents in Salesforce Knowledge Update, edit and improve existing documents as needed Manage and audit user access Create Salesforce Dot Com (SFDC) reports and dashboards SFDC User acceptance testing and Quality Assurance (QA) review CARE, retention, and back office channel support of end users
Do You Have? Experience with call center processes and workflows Excellent organizational, written and verbal communication skills Time management, ability to perform comfortably in a fast-paced, deadline-oriented work environment and task prioritization. Strong ability to: Write clearly, concisely and accurately Write for a wide variety of audiences Proof-read and edit Pay attention to detail Demonstrate initiative, problem solving and decision making. Comprehend abstract and complex concepts and translate them to simple, user-friendly documents Effectively collaborate in a team environment as well as work independently without much supervision Proficiency with MS Office applications such as Excel, Outlook, Word, One Note, and PowerPoint Familiarity with a Learning Management System (LMS) platform Exposure to adult learning theories such as Addie and Sam
Even Better: Minimum of three years of call center and customer service experience Salesforce associate knowledge including ability to support end users and manage data and audits Ability to create SFDC Reports and dashboards to support workloads, users and audits Experience working with Smartsheet software Adobe Dreamweaver and Adobe Creative Cloud experience Ability to query SQL databases and update tables and maintain large amounts of data in them
Minimum Requirements:
College degree and 3-5 years professional level experience with 1+ year supervisory experience for supervisory roles; or 7+ years professional level related experience with 1+ year supervisory experience for supervisory roles; or an equivalent combination of education and professional level related experience required.
The compensation range for this position is from $63,500 - $81,700.
Physical Tasks- Standing Occasionally: 0-33% Walking Occasionally: 0-33% Sitting and Stationary: Continuously: 67-100% Bending: Occasionally: 0-33% Crouching: Occasionally: 0-33% Carrying: Occasionally: 0-33% Reaching: Occasionally: 0-33% Lifting -Lowering >1-15 lbs: Occasionally: 0-33% Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% Fine Manipulating: Frequently: 34-66%
Audio Visual Needs - Hearing: Continuously: 67-100% Near Vision: Continuously: 67-100% Far Vision: Occasionally: 0-33% Peripheral Vision: Occasionally: 0-33%
Equipment Used in Job Performance: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier
Our Benefits:
- Medical, Dental, Vision Insurance Plans
- 401K Plan
- Health & Flexible Savings Account
- Life and AD&D, Spousal Life, Child Life Insurance Plans
- Educational Assistance Plan
- Identity Theft, Legal, Auto & Home and Pet Insurance
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Windstream CIB Statement:
Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.
Our Employee Resource Groups:
- WinVets - Veteran Employee Resource Group
- WOW - Women Employee Resource Group
- WINPRIDE - LGBTQ+ Employee Resource Group
- WBPN - Black Professional Resource Group
- WARG - Ability Resource Group
- LaFamilia -Hispanic Resource Group
- AAPI - Asian American Pacific Islander Resource Group
Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.