Senior Business Analyst

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Senior Business Analyst to be responsible for analyzing network performance data and identifying opportunities for process improvements. The Senior Business Analyst will collaborate with cross-functional teams to implement innovative solutions that will improve network reliability, reduce downtime, and ensure high service standards. The Senior Business Analyst reports to the Director, Business Analytics and Service Assurance as part of the Service Assurance Excellence team.

Responsibilities:

• Analyze service assurance data, network performance metrics, and incident reports to identify trends, issues, and opportunities for improvement.

• Develop and maintain KPIs, dashboards, and reports to monitor service quality, outages, and resolution times.

• Work closely with Network Operations, IT, and Customer Experience teams to enhance service performance and minimize disruptions.

• Lead root cause analysis (RCA) of major incidents and propose preventive measures.

• Define business requirements for automation, AI-driven monitoring, and predictive analytics in service assurance.

• Assist in the design and implementation of process improvements, workflow automation, and reporting enhancements.

• Evaluate vendor solutions and tools to optimize service assurance operations.

• Act as a liaison between technical teams and business stakeholders to ensure alignment on service assurance goals.

• Provide strategic recommendations to senior management based on data-driven insights and industry best practices.

Qualifications:

• Bachelor’s in Business, Telecommunications, Data Analytics, Information Systems, or a related field, or equivalent work experience.  

• Minimum of seven (7) years of experience in business analysis, service assurance, or network operations within the telecommunications industry.

• Strong analytical skills with expertise in data analysis, SQL, Excel, and visualization tools like Power BI or Tableau.

• Knowledge of network performance monitoring tools, incident management systems, and ITIL framework.

• Experience with automation, AI/ML applications, or predictive analytics in service assurance is a plus.

• Excellent project management skills, including proficiency in tools like MS Project, Jira, or Trello.

• Excellent problem-solving and critical-thinking skills, and attention to detail.

• Strong communication skills to present insights to technical and non-technical stakeholders.

• Ability to lead cross-functional initiatives and drive process improvements.

• Excellent verbal and written communication skills.

• Strong leadership and team collaboration capabilities.

• Ability to multitask and prioritize effectively in a fast-paced environment.

Estimated Base Salary Range: $95,800 - $136,900 USD/annually.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.