Ready to power up your career? Join our team at Northern Virginia Electric Cooperative. NOVEC's mission is to create value for its members, employees and communities by providing safe, reliable electricity and quality products at competitive prices. If you're ready to take your first step into a rewarding career in the utility industry with opportunities for professional growth, apply today.
OVERVIEW OF ROLE: We are looking for an Application Support Business Analyst who plays a vital role in ensuring the efficient and effective operation of software systems that support Customer Care and Billing software systems, enhancing user experiences, and contributing to overall business success. This role combines technical expertise with business analysis skills and customer-focused tasks to provide support, troubleshoot issues, and drive improvements for Customer Care and Billing (CC&B) software applications.
ESSENTIAL DUTIES AND RESPONSIBILITIES: System Support and Troubleshooting: Provide application support to end-users experiencing Customer Care and Billing software issues. Assist end-users with running reports as needed. Diagnose and troubleshoot software-related problems, identify the root causes, and implement solutions or workarounds. Collaborate with technical teams to address complex issues requiring software development or configuration changes. Understand and manage the data integrity of the CC&B application and the relationship of data with all the NOVEC corporate applications. Develop chat workflow for IVR Calls, have basic knowledge of JavaScript fundamentals and syntax, and work on scripting language. Work as a business liaison to troubleshoot issues on the customer call handling software. Issue Management: Log, track, and manage support tickets or incidents using appropriate tools and systems. Prioritize and escalate issues based on their severity and impact on business operations. Conducts initial system troubleshooting, recommends resolution or workarounds to end-users, and coordinates technical resolution issues with the internal or application vendor technical team. Conduct in-depth analysis of recurring or complex issues to identify patterns, trends, and underlying problems. Work to address the root cause of the issue and implement preventive measures. Participate in incident response and management during critical software outages or disruptions, ensuring timely communication and resolution. Liaison with software vendors or external support teams to report and resolve issues requiring technical expertise. Requirements Gathering: Analyze and translate user needs into actionable processes, functionality, or technical improvements. Liaison with the Call Center and other NOVEC departments as required to provide information on new CC&B programs and launches. Software Configuration and Customization: Configure and customize the CC&B software based on business requirements, ensuring it aligns with the organization's processes and workflows. Configure, update, and edit user administration tables to support process requirements, maintain data integrity, and meet users' needs. Data Analysis and Reporting: Analyze data generated by the CC&B software to identify trends, anomalies, and areas for improvement. Develop and communicate application performance metrics with senior or executive stakeholders. Generate reports and insights that help business stakeholders make informed decisions about customer care and billing processes. Project Management: Participate in software implementation projects, upgrades, and migrations, ensuring smooth transitions and minimal disruptions. Collaborate with project managers and cross-functional teams to meet project timelines and objectives. EDUCATION AND OR EXPERIENCE :
A bachelor's degree in a relevant field is required. Relevant fields include Business Administration, Information Technology, Computer Science, Management Information Systems, or a related discipline with finance background. Two to four years of related experience and training is required, including business analysis, the administration of client-server software applications, relational databases, table structures, end-user support, training, troubleshooting, development of user guides, project management, conducting business process improvement workshops, and workflow modeling. PROFESIONAL SKILLS AND ABILITES: A solid understanding of customer care and billing systems and the technical aspects of software applications, databases, and system integrations is essential. Proficiency in business analysis techniques, such as requirements gathering, process mapping, and solution design, with the ability to adapt to rapidly changing technology to meet business needs, is crucial for this role. Functioning independently in a multi-task environment and as part of a team is necessary. Researching and understanding issues, identifying and solving problems, and thinking analytically and logically are crucial. Collaborating with different teams, including developers, testers, and business units, is crucial for successful application support. Basic Accounting, knowledge in fundamental accounting principles. WHAT WE OFFER: Competitive salary and incentive plan Premier health benefits, including an onsite wellness center Survivor and Disability benefits 401(k) retirement plan with a 4% base salary match and an additional match of your contribution at a rate of 50% up to the first 12% Life insurance Vacation, Sick and Holiday Leave Educational Assistance Annual Company Events NOVEC is an equal opportunity employer and participates in E-Verify. We do not provide sponsorship for this position. Job Posted by ApplicantPro
