Transaction Support Analyst/Billing System Analyst

Job Summary

Seeking an experienced Billing Systems Analyst to support retail natural gas operations across multiple states. The role focuses on billing exception management, SQL-based analysis, User Acceptance Testing (UAT), pricing and promotion code accuracy, regulatory compliance, and system enhancements. The candidate will collaborate with Regulatory, Legal, Marketing, IT, Customer Operations, vendors, and business stakeholders to resolve issues and improve operational efficiency using data analysis and AI tools.

Key Responsibilities

• Monitor billing exceptions, investigate system errors using SQL, identify root causes, and implement timely resolutions.
• Own and support UAT for system enhancements, defects, and system implementations.
• Manage monthly pricing, rate updates, promotion codes, and billing accuracy.
• Audit customer letters for content, layout, mailing timelines, and state regulatory compliance.
• Review daily system reports and ensure operational processes function correctly.
• Gather business requirements and collaborate with IT, Regulatory, Legal, Marketing, vendors, and business teams on system improvements.
• Maintain SOPs, create operational metrics and reports, and identify process improvement opportunities.
• Support customer service teams with billing and customer communication issues.
• Coordinate vendor relationships and develop project plans with milestones and checkpoints.
• Identify opportunities to leverage AI tools, Microsoft Copilot, and automation for operational efficiency.

Required Qualifications

• Bachelor's degree or 5+ years of relevant experience.
• 5+ years of experience in billing, system operations, consumer services, or B2C operations.
• Strong SQL skills, including query development, data analysis, and troubleshooting.
• Experience with UAT, defect resolution, requirements gathering, reporting, and process improvement.
• Proficiency in Excel, Word, PowerPoint, Outlook, and Microsoft Office.
• Strong analytical, problem-solving, communication, organizational, and project management skills.
• Ability to manage multiple priorities, meet deadlines, and work independently and collaboratively.

Preferred Qualifications

• Retail utility or natural gas marketer/supplier experience.
• Advanced database and SQL knowledge.
• Experience with Microsoft Teams, Copilot, and AI-driven process improvements.