Customer Support System- Principal Analyst

Responsibilities

• Provide research and analysis of billing area requests to define and document business requirements, develop solutions employing technology and to support implementing billing models.
• Assist in assessing the impact of proposed solutions or enhancements to other systems or business areas. 
• Use project management abilities to coordinate development, testing, and implementation of system changes with IT (e.g., defining requirements, developing work plans, coordinating testing and cut over to production, and training end users). 
• Use effective interpersonal and communication skills to liaison between the Customer Service, IT and/or system vendors.
• Considered "expert" within Billing area with emphasis on technologies used and systems deployed. This includes knowledge of system operations, data retrieval and reporting via standard SAP querying & reporting tools.
• Assist in implementing solutions and/or Billing Configuration changes to meet new as well as ongoing requirement from Billing, Bill Printing, Pricing, and Rate & Regulatory departments.
• Act as liaison and communicate effectively with business users, vendors, and IT to resolve systems/application needs and issues.
• Assist in assessing impacts of any application or system changes on business operations and other applications and systems.
•  Anticipates business/regulatory needs & develops standards, process improvements and documentation for billing solutions.
• Ensure that the business requirements of the proposed solution are incorporated into design specifications.
•  Create testing strategies for proposed solutions and coordinate resources to plan and execute user acceptance testing.
• Act as an experienced mentor to others in business area, provides training as required.
• Transfers knowledge raise level of productivity and expertise of business unit.
• Research business areas current systems/applications and processes to identify potential risks and opportunity to promote process improvements based on best business practices and utilizing functionality within business systems.
• Promotes a customer service focus when approaching assigned projects and billing system trouble shooting.
• Act as SME to support regulatory filings, may represent company at regulatory meetings, committees, or hearings.

Skills and Requirements

• 5 - 7 years of experience with business systems (SAP highly preferred) in a billing environment. Knowledge of billing system administration, operations and analysis including data retrieval and reporting through vendor provided software. Ability to lead the introduction, enhancement, and maintenance of billing systems, including trouble shooting, mentoring of junior team members, and creating complex rate structures.
• Demonstrated ability to communicate effectively with billing team, internal customers, IT, and system vendors. Familiarity with the system development life cycle and standard project management methodologies is desirable.

Education: BS/BA Degree:

• A Bachelor’s degree in Computer Science, Business or other analytical discipline is preferred but can be substituted for relevant experience. 

Competencies

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country