Network Performance Change Analyst

Point Broadband and Clearwave Fiber are affiliated companies operating as part of a combined organization. This opportunity is a Point Broadband position, and candidates selected for hire will be employed by Point Broadband under Point Broadband’s benefit plans, payroll, and employment policies.

Network Performance Change Analyst

Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA) #LI-remote

Summary

This position is a critical role within the Network Operations Center (NOC), combining expertise in network performance optimization and change management processes. This position ensures the stability and efficiency of network operations while supporting planned changes to minimize service disruptions. The role serves as a vital link between technical teams, leadership, and stakeholders, facilitating seamless communication, training, documentation, and process development to drive data-driven decision-making and ensure smooth network operations, especially during change initiatives.

Duties and Responsibilities:
Essential duties and responsibilities include but are not limited to those listed below:

• Analyze and interpret complex network-related data to identify trends, anomalies, and opportunities for improvement.
• Create detailed reports, including monthly outage reports, NOC performance metrics, vendor impact analyses, root cause analyses (RCAs), and ad hoc reporting as required.
• Develop automated dashboards in Power BI for real-time leadership visibility into network performance metrics.
• Collaborate cross-functionally with Operations, Engineering, and PMO teams to document processes and create templates, workflows, Lucid Diagrams, and technical integration documentation.
• Recommend product enhancements based on data analysis findings to improve data capture methods and reporting accuracy.
• Coordinate weekly CAB meetings to approve network changes, ensuring alignment with organizational priorities and minimizing service disruptions.
• Ensure compliance with Change Management policies and maintain updated documentation to support governance.
• Conduct targeted training on Change Management processes to improve awareness and adherence to best practices across the organization.
• Develop clear communication plans for escalations related to planned maintenance or service-impacting changes, ensuring timely stakeholder engagement.
• Assist in the creation and maintenance of department documentation and SOPs.
• Help create new documentation for new markets, cabinets, or circuits, and remove decommissioned equipment and sites from monitoring and records.
• Produce clear and concise presentations, summaries, and communication materials to support leadership discussions, business reviews, and stakeholder collaboration.
• Perform other tasks as may be required to assist Point Broadband in carrying out its customer service mission, goals and objectives as circumstances may dictate. This includes the short-term assignment to a wide range of other job functions and responsibilities, which may be needed in situations where the loss of service to Point Broadband customers is threatened, or restoration of service is required.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• High School diploma or equivalent required.
• Bachelor’s degree in Information Technology, Network Operations, Business Analytics, or a related field, or equivalent work experience.
• Minimum 3 years of experience in network operations, IT operations, or network performance analysis.
• Minimum 1 year of experience in change management or process improvement within a NOC or IT environment.
• Strong data analysis skills, including Power BI, Excel, SQL, and automation scripting.
• Ability to develop and interpret reports, KPIs, and analytics to improve network performance and operational efficiency.

Preferred Qualifications:

• ITIL, PMP, Six Sigma, or similar certifications.
• Hands-on experience with ticketing and change management platforms (e.g., ServiceNow, ChangeGear, Jira).
• Experience with tele…