Senior Operational and Systems Analyst

Company: Highline Services LLC
Location: Livingston
Posted on: February 17, 2026

Job Description:

Job Description Job Description Job Summary: This role is responsible for driving operational success of the Customer Care Organization by maintaining, implementing, and continuously improving processes, reporting, and systems. This includes everything from small gaps in processes to companywide process improvement, system implementations, Customer Experience Specialist/Supervisor tools, reporting/staffing/knowledge base systems, phone, chat, AI systems, and associated system maintenance. The Senior Operational and Systems Analyst will represent our brand, services, and products by interacting with our internal customers, partners, and vendors with patience and warmth. The individual in this role will also create real connections with each by listening empathically and problem solving to help improve the service provided. Duties/Responsibilities: Manage continuous improvement of Customer Experience Specialist/Supervisor tools, reporting/staffing/knowledge base systems, phone, chat, AI systems, and associated system maintenance. Guide development of automated systems, Workforce Management, Quality, and Reporting Systems by using testing, modeling, simulation, and general maintenance. Complete assessments of processes and propose solutions through charts, reports, meetings, and summaries. Function as a liaison between the Customer Solutions, Networking, Product Management, Marketing, Senior Leadership, Vendors, and Operations Departments. Manage phases of project or implementation initiatives by collaborating across the organization and with key stake holders. Assist in the development, distribution, and management of Customer Solutions reporting procedures for all aspects of the organization. Collaborate with Customer Solutions Leadership, Training, and other departments to ensure all processes and systems are effectively communicated, updated, and stored in an easily accessible location. Develop or coordinate the development of “how to” and “quick guides” for easy access for all frontline personnel. Guide others in the interpretation and translation of processes, guidelines, statistical data. Contribute to team effort by accomplishing related results as needed. Complete other projects assigned to include systematically assisting with complex customer issues. Under leaderships direction, analyze and/or lead others in analyzing operational policies, procedures, methods, directives, organizational structures, and performance management systems. Be direct contact for Customer Experience Specialists team and associated leadership. Competencies: Experience with Microsoft Office 365 products and SharePoint. Advanced understanding of Microsoft Excel is a plus. Two or more years of experience in one or more of the following: Phone system or IVR support/development, workforce management, automation or AI support/development, reporting, technical support, business process development/documentation, CRM tool support/development Technical troubleshooting skills are desired. Operational experience in pre and postpaid billing systems Ability to prioritize and meet deadlines. Excellent verbal and written communication skills. Detailed orientated and quality focused. Experience with paperless environment an advantage. Customer or technical customer service experience a plus. Must have a valid driver’s license and the ability to travel occasionally. Job Requirements: Prolonged periods sitting at a desk and working on a computer. Must be able to pass a pre-employment drug screen (Randoms) Must be able to lift up to 15 pounds at times. Must be able to work a hybrid schedule. Reporting to a local office. Highline Services, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Keywords: Highline Services LLC, Sugar Land , Senior Operational and Systems Analyst, IT / Software / Systems , Livingston, Texas