Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 40 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Department and Position Overview
Our mission in Reliability Engineering (RE) at Comcast is simple: Use innovative software and tools to transform operations in order to improve the performance of our network and products for our residential and business customers. We are on a journey to redefine how people, process and technology come together to create the necessary capabilities enabling world-class business and technology operations. At the core of this transformation is the Innovative Operations Platform (IOP) product built with ServiceNow technology. We are looking for motivated individuals to support the Product Owners who continue the evolution of IOP in order to realize the full potential of the ServiceNow platform and its integrations within the SRE model. Product Owners will be part of Agile scrum teams to design and develop functionality in various IOP modules including Change Management, Incident, Problem and Knowledge (IPK) Management, Asset Management, and Event Management. The Product Owner has a significant role in quality control working with Process Owners and cultivating relationships and gaining alignment with other platforms.
The Reliability Engineering Excellence team is highly collaborative group both internally among our product owner teams and across cross Comcast product and development teams in TPX. Our group is spread out between 24-26 in CTC arranged in pods of the individuals we work most closely with. The average day is split relatively evenly between working time and meetings. Meetings may be as informal as discussion plans and work with your core team in a traditional scrum stand-up style or a more formal meeting with a presentation to other stakeholders within Comcast. Regardless, the team is highly flexible in how we work and collaborate in-order to be as efficient as possible to keep our products evolving. The RE Innovation team of around 6-8 individuals is collaborative, analytical and highly focused on outputs. Everyone on the team owners their capabilities and aspects of the overall product and have the autonomy to drive forward with ideas, solutions and collaborate with the teams across Comcast when necessary to ensure solutions are of the highest quality.
Intern Roles & Responsibilities
Responsibilities will involve supporting the product owners in any of the following activities: Work closely with end-users, process owners, and scrum teams to design and deliver functionality that best meets business and technology needs to serve both the customer and employee experience Create stories and groom the backlog to execute on priorities in lockstep with other IOP scrum teams and platforms Create, maintain and communicate the roadmap to stakeholders and leaders Specific responsibilities in each phase of the development lifecycles include: During Process Design Assist in key decisions related to process re-engineering based on platform expertise During Roadmap Planning Assist the Product Manager in developing and maintaining the overall IOP roadmap for development and release activities Evaluate qualified requirements (enhancements, defects, etc.) from the intake process with input from IOP architects and engineers During Development Sprints Work with architects, engineers, developers, testers and other roles on scrum teams daily; co-located with the scrum team Work with Process Owners and Dev Managers to define, prioritize, build and test user stories Answer questions, make decisions, and assist in resolving business issues impacting your scrum teams Work with stakeholders to appropriately groom the backlog and address functionality issues Communicate backlog and sprint status to stakeholders Participate in functional testing in sprints to ensure solution meets acceptance criteria Plan and lead the sprint demos and quarterly retrospectives During Testing & Release Activities Manage and contribute to defining UAT scenarios Manage UAT during sprints and during release preparation Sign off on Release testing prior to a production release Work with Product Enablement to create and execute training and communications plans and assets Provide hands on support to users after releases Measure and communicate KPIs and adoption
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Preferred Skills and Qualifications:
Below are desired but not gating preqs. Most product support roles require a fundamental analyst skillset. Any product manager or product owner experience creating a strategic vision and road mapping, crafting interaction design, managing usability testing and setting success metrics Understand and embrace both the authority of Agile Product Owners and the servant leadership model for personnel who are not direct team members will be necessary for success. Ability to view the “big picture” of challenges impacting the operations and customer experience, including the technical, functional, and process considerations and to creatively define solutions to those challenges Experience in process design across business and technology functions Experience in writing stories in a fast-paced Agile software development environment Experience with ITIL processes and ServiceNow or other ITSM platforms Bachelor’s/Master’s in Computer Science, Information Systems, Operations Management or related field Ability to work collaboratively across diverse group of stakeholders to design, build, deploy and measure functionality for continuous improvement Willingness to roll up your sleeves to resolve design issues, test software and assist with go-live challenges Strong project management skills with an attention to detail Excellent written and verbal communications skills to clearly convey priorities and goals and motivate team around a vision
Education Level – University (Bachelors)
Field of Study – Software Engineering; Systems Engineering; Information Science and Technology (IST);Human Computer Interaction; Business: Management;
Years of Experience – Classroom
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job
- Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
- Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences
- Win as a team-make big things happen by working together and being open to new ideas
- Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
- Drive results and growth
- Respect and promote inclusion and diversity
- Do what's right for each other, our customers, investors and our communities
Comcast is an EOE/Veterans/Disabled/LGBT employer