Business Analyst 2

Responsibilities

• Provide Tier 1/2 operational support for digital and billing platforms, meeting SLAs and minimizing customer impact
• Triage incidents and service requests, assess severity and priority, and drive issues to resolution
• Perform initial root cause analysis using logs, dashboards, and data validation checks
• Analyze billing issues such as statement discrepancies, adjustments, charge calculations, and usage anomalies
• Create clear, complete tickets in ServiceNow or Jira with evidence, impact assessment, and reproducible steps
• Coordinate escalations with engineering, platform, and upstream/downstream teams
• Support release validation, regression monitoring, and rollback or mitigation activities
• Update runbooks, known error documentation, and standard operating procedures

Requirements

• 2-5 years of experience in billing operations, production support, or technical triage
• Working knowledge of Jira and/or ServiceNow
• Moderate SQL knowledge and ability to run queries for validation and reporting
• Strong log analysis and basic troubleshooting skills
• Ability to prioritize incidents by impact and urgency
• Strong analytical, documentation, and communication skills
• Ability to work nights, weekends, variable schedules, and overtime as needed

Preferred Qualifications

• Advanced SQL skills
• Experience with end-to-end testing
• Billing domain knowledge in CSG, Amdocs, Ascendon, or prepaid systems
• Familiarity with billing cycles, invoicing, adjustments, and charge structures
• Experience identifying and resolving billing disputes or billing-related errors

About the Company

Comcast is a Fortune 50 media and technology company delivering innovative entertainment and digital experiences to millions of customers.