san dimas, CA30+ days ago
Summary of Key Responsibilities:• Administers all customer service business systems user accounts and serves as the primary contact for end-user support• Facilitates discussions between end-users, vendors, and the technical support resource(s)• Gathers functional business requirements by interviewing and collaborating with end-users and other stakeholders; translates requirements into functional/technical specifications and process flow diagrams• Performs user acceptance tests, identifies bugs, and tracks issues and solutions• Coordinates integration tests between users and vendors of systems that integrate with the billing system• Provides data for reporting, configures system and develops reports to meet specified business requirements• Facilitates user group meetings, feedback sessions, software demonstrations, and training• Manages multiple tasks with competing deadlines to ensure minimal impact to functional users• Coordinates upgrades, enhancements, or fixes to existing or new systems as requested• Complies with Sarbanes-Oxley (SOX) controls and requirements• Participates in and supports the customer service initiatives and projects• Performs other similar duties as assignedMINIMUM POSITION QUALIFICATIONS:• High School Diploma or equivalent• BS in Computer Science (or related discipline) is desired• Background in software support with direct end-user contactTechnical Knowledge and Competency Requirements:• Two (2) or more years of business analysis or related experience required• Two (2) or more years of experience working with software required• Proficient in troubleshooting business application issues• Experience in business process reviews, development, specifications, and testing of customer service business applications on multiple platforms Demonstrated project management skills Strong problem-solving and troubleshooting skills Experience creating process flow diagrams Experience writing user acceptance tests• Ability to work effectively with all levels of employees and management• Ability to communicate effectively; both verbally and in writing, with agencies, contractors, consultants, customers, employees, and vendors• Flexible and able to prioritize work• Knowledge and ability to use Microsoft Office applications to create presentations, spreadsheets, and Word documents• Ability to prepare reports and provide progress updates as needed• Demonstrated commitment to providing outstanding end-user service• Demonstrated organizational and time management skillsMay include but not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time. POSITION DEFINITION:The Customer Service Business Systems Support Analyst (BSS Analyst) will provide functional and user support for multiple Customer Service Center business systems that include the online customer account and support portals, agent portal, mobile field service application, field collection meter reading system, emergency and non-emergency alerts and preference management system, contact center software/hardware, reporting applications, and integration of the same systems with the customer billing system.