Business Analyst, Customer Support
Under the general direction of the Supervisor, Manager or Director of Customer Systems, the Business Analyst is responsible for configuring, designing, administrating, and supporting Customer Systems applications.
The incumbent works collaboratively and effectively with cross–functional teams in a multi–jurisdictional utility. Incumbent effectively manages changing priorities and critical deadlines.
Principal Duties & Responsibilities:
Responsible for overall daily administration and support of Customer Systems applications. This includes managing full–cycle rate design and system configuration within an Oracle Utilities Customer Care & Billing (CC&B) system. Fulfill complex data requests and develop report logic. Gather requirements, analyze systems, data, procedures and operations, design and test solutions, create documentation, and train users to meet new business processes or implement improvements to existing. Support edge application integrations. Participate in system upgrades. Provide functional end–user support for CC&B and MWM. Troubleshoot user–reported issues. Administer user access in all Customer Systems. Serve as the primary liaison between end–users and the Customer Systems team. Participate in evaluation and implementation of new tools and technology. Perform other duties as assigned.
Some travel required.
Education and Experience:
A Bachelor's degree or equivalent experience in computer science, management information systems, or a closely related field and a minimum of 3 years Oracle Utilities CC&B administration or implementation experience. Crystal Reports design experience is desirable.
Required Knowledge, Skills & Abilities:
CC&B configuration (especially in the area of rates), CC&B data structure, CC&B functional knowledge, OU Framework understanding, intermediate to advanced SQL, and business process analysis. Ability to manage adherence to best practice protocol and compliance policy. Excellent written and oral communication and documentation skills. Ability to work effectively with remote teams and supervision, while managing daily tasks independently.