Systems Analyst
Role description
The Systems Analyst will support Applications and Systems for the monetization and billing/collections platform. This person will be responsible for maintaining business systems, supporting users across the organization, and developing new system reporting and automation capabilities. Drives business transformation across the organization through the customer relationship platform with 3rd parties. The ideal person will be able to drive the deployment of the technical projects and "roll up their sleeves" to support and resolve technical incidents.
Essential Job Functions:
· Lead and drive monetization and billing projects throughout the organization while managing relationships with 3rd parties, internal technical engineering teams and executive management.
· Undertake BAU type application configuration changes (both functional and non-functional) and support the process of verification of such in a test, development, and pre-production environment.
· Provide first-level support for customer issues via phone calls, e-mail, or ticketing system(s)
· Create and perform production operational tasks, MOP (Method of Procedure) execution and provide guidance on best practice to wider team regarding platform operation.
· Perform Business-As-Usual (BAU) type pricing configuration change on the OCS, test and verify changes and support the deployment of the updates into the production environment.
· Critically evaluate information gathered from multiple sources, reconcile conflicts, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
· Assess the impact of new requirements on Billing applications and all upstream and downstream applications, systems, and processes.
· Follow customer and vendor MOP precisely, taking accountability for documentation and audit compliance.
· Provide high quality customer service in a professional, service-oriented manner using skills in active listening and problem solving.
· Respond to customers in a timely manner, with the appropriate level of priority within the stated SLA
· Create and manage accurate tickets based on customer requests and data
Education and/or Experience:
· Bachelor's Degree in computer science or Business Administration or equivalent.
· Bilingual (English/Spanish) is required
· 3-4+ years' experience managing Billing application with a strong understanding of core functionality and best practices.
· Familiarity with API tools such as SOAP UI, Postman
· Strong understanding of Networking protocols (SS7, MAP, INAP, CAP, DIAMETER, 5G, Sy / Gx)
· Ability to work out of hours support work (if necessary) on scheduled activities and high severity production issues / incidents
Plus:
- Knowledge of Matrixx/Aria monetization and billing platforms is highly desired
- Previous experience in the telecom industry is a huge plus