• Analyze fulfilment workflows to identify bottlenecks and propose data-backed solutions • Design, build, and maintain automated dashboards tracking key fulfillment KPIs • Independently write and own complex SQL queries to extract, transform, and analyze fulfilment datasets • Proactively identify trends, anomalies, and opportunities within fulfilment data • Partner closely with Operations, Logistics, Product, and Data teams to provide analytical support • Work with Data Engineers to ensure fulfillment data is clean and scalable • Monitor data integrity across fulfilment systems • Track key fulfilment KPIs and flag performance deviations • Use AI tools to accelerate analysis and automate repetitive tasks

Role Description This is a remote position. - Experience: 7 years - Contract role (Remote) - Must Have: Salesforce Health Cloud, Lifescience/Pharma Hands-on - Immediate Joiners - Experience Above 6 years - Domain: HLS/Pharma - Skills: Salesforce CRM, experience in Salesforce health cloud/life sciences cloud/Experience Cloud, knowledge of compliances Qualifications - 8+ years of experience as a Business Analyst in CRM or Life Sciences domain. - Hands-on experience with Salesforce Health Cloud; familiarity with Pharma CRM processes preferred. - Strong understanding of patient onboarding, case management, benefit verification, and financial assistance workflows. - Experience with data migration and integration projects in regulated environments. - Excellent documentation skills (BRD, FSD, process flows, user stories). - Proficiency in Azure DevOps. - Strong communication and stakeholder management skills. Requirements - Requirement Gathering & Analysis - Conduct workshops, interviews, and process mapping sessions with Valeris business teams, patient support services, and field operations. - Translate high-level business needs into detailed functional requirements and user stories in Jira/Azure DevOps. - Capture regulatory, compliance, and security requirements (HIPAA, GDPR, life sciences validation). - Solution Design Support - Collaborate with Salesforce Solution Architects to ensure alignment of requirements with Salesforce Health Cloud capabilities. - Participate in creation of wireframes, UI/UX mockups, and process flow diagrams. - Review solution designs and provide feedback to ensure traceability to requirements. - Data & Integration Readiness - Support data mapping, migration planning, and validation activities in collaboration with data migration specialists. - Assist in defining integration requirements for benefit verification, prior authorization, document management, and financial assistance systems. - Testing & Validation - Coordinate with QA teams to ensure requirements coverage and traceability. - Participate in defect triage and resolution. - Change Management & Training - Support creation of user guides, training material, and adoption plans for case managers, field reps, and contact center agents. - Facilitate stakeholder sign-offs and approvals for each release/migration wave. - Governance & Reporting - Provide weekly updates to project governance boards on requirements progress, risks, and dependencies. - Maintain a central repository of requirements, decisions, and change requests. Benefits - Salesforce Certified Administrator or Business Analyst Certification. - Certification in Salesforce Health Cloud (preferred).

Role Description Do you work well virtually? Are you an inspiring leader? Do you know how to manage operations while simultaneously working in partnership with others, designing future-state technical architecture and business processes? Do you get excited about leading and engaging in a fully virtual team? Are you an agent for change and a constant seeker of opportunities for automation and improvements? Do you see the art of the possible while still ensuring operational excellence? Do you want to have influence and impact in the areas of Innovation, Talent, Continuous Improvement and Quality? If you can answer ‘yes’ to these questions, then read on! As an Analyst 2 within the Operations Solutions team, you will be responsible for supporting Tier 1/2 triage for customer impacting issues across billing platforms (e.g., CSG, Amdocs, Ascendon, Comcast Order Tech and Prepaid). You’ll rapidly diagnose issues, isolate scope/impact, coordinate with platform/engineering teams, and drive timely mitigation while strengthening our playbooks/runbooks and knowledge base. Responsibilities - Provide Tier 1/2 operational support for digital and biller platforms (CSG or Amdocs), meet SLAs and minimize customer impact. - Triage incidents and service requests: validate symptoms, assess severity/priority, document scope/impact, and progress to resolution. - Perform initial RCA using logs, dashboards, and data checks; identify patterns and recurring issues. - Analyze billing-related issues including statement discrepancies, adjustments, charge calculations, rating/usage anomalies, and promotions. - Create high-quality tickets (ServiceNow) with reproducible steps, evidence and clear impact assessment, follow through to closure. - Coordinate escalations with development, platform, and upstream/downstream teams for defect fixes, and remediation activities. - Support change/release validations for post-release health, regression monitoring, and assisting with rollback/mitigation. - Contribute to knowledge management: update runbooks, known error documentation, and standard operating procedures based on learnings. - Provides support to end users. Identifies problem causes and solutions for billing and operations programs. - Completes complex change requests within the required defined timeframe, incurring no late fees and with no unplanned customer or revenue impact. - Coordinates changes with other technology and operational teams when necessary to troubleshoot issues to ensure there are no customer impacts. - Consistent exercise of independent judgment and discretion in matters of significance. - Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. - Other duties and responsibilities as assigned. Qualifications - Experience in billing operations, production support, or technical triage roles. - Proficient with Jira/ServiceNow, SQL, and log analysis tools/dashboards. - Strong collaboration ability to facilitate collaboration between Triage and Tier 2 teams. - Analytical skills to test system enhancements related to the billing system Triage team. - Strong attention to detail to monitor ticketing queues for trends and issues, escalating to Triage management as needed. - Ability to provide feedback to peers on known issues or training needs. - SQL or query knowledge to run reports for current issues to proactively solve for customer impact. Requirements - Log analysis: ability to read, interpret, and trace issues through logs. - Working knowledge of ticketing/workflow tools: Jira and/or ServiceNow. - Ability to structure problem statements, isolate variables, and communicate hypotheses and findings effectively. - Incident prioritization: can assess impact + urgency and assign P1–P4 correctly. - Ticketing discipline: creates clear, complete tickets (ServiceNow/Jira etc.). - Basic troubleshooting: can gather evidence (logs, screenshots, timestamps) and do first checks. - Monitoring awareness: understands alerts/dashboards and can spot duplicates/noise. - Moderate SQL Knowledge. - Strong analytical, documentation and communication skills. Preferred - Advanced SQL. - Experience with end-to-end testing. - Billing Domain Knowledge (CSG, Prepaid, Amdocs (Wireless CES-10), Ascendon). - Knowledge of billing cycles, invoicing, adjustments, and charge structures. - Experience with usage, rating and billing. - Ability to identify and troubleshoot bill disputes and billing-related errors. Education - Bachelor's Degree (preferred). - Comcast may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience. Relevant Work Experience - 2-5 Years.

• Provide solutions that help attain business outcomes. • Responsible for rationalizing and governing all system alerts to ensure they align with department priorities, operational coverage models, and service reliability goals. • Define alerting standards, review and approve alerts before they are routed to the 24x7 Eyes-on-Glass Operations team, and establish a scalable approach to cataloging alert response instructions (runbooks/playbooks). • Operate at the intersection of the IT Operations Command Center (OCC), engineering/application teams, platform/monitoring tool owners, and service owners, ensuring alerts are actionable, prioritized, and paired with clear response guidance. • Establish and maintain a department-wide alert rationalization framework that evaluates alerts for: business/service criticality and operational priority, actionability, signal-to-noise, and ownership. • Perform regular alert reviews to ensure alert quality, correct routing, and alignment with operational coverage. • Lead continuous improvement efforts to reduce alert fatigue while preserving detection of true incidents and high-impact degradation. • Define and enforce alerting standards.