Intelligent Process Automation (IPA) Team / Customer Operations

The IPA team drives automation initiatives across Charter's Customer Operations, partnering with business units to streamline processes and enhance efficiency. Comprising Project Managers and Business Analysts, the team focuses on identifying automation opportunities, designing solutions, and overseeing projects from inception to operational handoff. Due to increased demand for automation, we seek a contractor to join our dynamic team, contributing to key projects that deliver measurable value through Robotic Process Automation (RPA) and AI-driven solutions.

Key Objectives

• Build and maintain strong relationships with business unit stakeholders.
• Become a subject matter expert (SME) in stakeholder business processes to identify IPA opportunities.
• Create detailed Process Design Documents (PDDs) to guide automation development.
• Manage automation projects through all phases: discovery, development, QA, production launch, hypercare, and operational handoff.
• Develop automation-level insights dashboards and integrate automation metrics into business unit dashboards.
• Promote IPA solutions to new business units to expand automation adoption.
• Perform general RPA/IPA Business Analyst responsibilities, ensuring high-quality deliverables.

Typical Day in the Role/Task Breakdown

A typical day for the IPA Business Analyst involves collaboration, analysis, and project management to advance automation initiatives. Below is an estimated task breakdown:

• Scheduling and running stakeholder meetings for discovery and PDD creation : 40%
  Engaging with business units to understand processes, document requirements, and draft PDDs.
• Attending daily standups (DSUs) : 10%
  Participating in brief team syncs to align on progress and address blockers.
• Participating in handoff meetings : 20%
  Ensuring Development, QA, and Operations teams fully understand project scope and requirements during transitions.
• Collaborating with IPA team on new products/technologies and sharing lessons learned : 20%
  Contributing to team discussions on innovative tools, refining approaches, and sharing insights.
• Miscellaneous tasks (e.g., dashboard updates, stakeholder communication) : 10%
  Providing status updates, refining metrics, and promoting IPA to new business units.

Value Proposition/Why Work for This Team

Join a cutting-edge Intelligent Process Automation team at Charter, where you'll play a pivotal role in transforming business processes across multiple units. This role offers:

• Hands-on experience with industry-leading technologies like Ui Path RPA and AI.
• Exposure to diverse teams within Charter Customer Operations, broadening your professional network and operational knowledge.
• Opportunities to develop expertise in automation, stakeholder management, and technical solution design, enhancing your resume for future career growth.

Top 3 Must-Have Hard Skills

• Experience with Ui Path RPA : Proficiency in designing, developing, or managing automation workflows using Ui Path.
• Ability to generate technical requirements and PDDs : Strong skills in documenting business processes and translating them into actionable automation designs.
• Ability to provide status updates to VP level : Clear, concise communication skills for reporting progress and insights to senior leadership.

Additional Skills

• Strong problem-solving and critical-thinking skills to navigate complex business processes and automation challenges.

Onsite/Hybrid

Onsite, with one day per week remote.

Interview/Screening Process

1-2 interviews, including a mix of technical and behavioral assessments.