Job Summary:

The Analyst focused on providing techno-functional Support for Customer Care and Billing (CC&B) implementation. He/She should possess strong communication skills to successfully act as a bridge between Business Users and the Implementation team. He/She will be responsible to understand the business requirements and assist the Implementation team to understand these requirements. He/She should have skills to quickly learn the new system and closely work with Business Users to support them in understand and using the new system. The ideal candidate should possess but not mandatory, experience working in Oracle Customer Care and Billing or any other Commercial-off-the-shelf (COTS) application within the Utility industry.

Key Responsibilities Areas and Activities Of the Role:

• Support the implementation of Customer Care and Billing (CC&B) in all phases from initiation till post-Go-Live support.
• Providing support to the business users to understand the new system
• Point of contact between business Users and Implementation team
• Facilitating workshops
• Get in-depth knowledge of business processes
• Able to conduct presentations, demos and other sessions with customer business team
• Support Implementation team in understanding Business requirements during Implementation phases
• Able to do Technical Documentations
• Give post-Go-Live support to end-users in daily basis operations.
• Troubleshooting of new system

Skills

Qualification, Technical Skills and Competencies required to Execute this Role:

• Bachelor’s Degree in computer science.
• Oracle utility certification is preferred
• Excellent analytical and quantitative skills
• Business Analysis
• Oracle utility Customer Care and Billing application-related experience is preferred.
• Familiar working on browser-based applications.
• Proficient in working with MS Excel, MS Word, MS PowerPoint, MS Visio and Adobe PDF
• Proficiency in spoken English

Experience Required to execute this Role:

• Above 5 years of experience in COTS implementation and Customer Support
• Knowledge of local Utility Industry practices is preferred.
• Familiarity with the usage of COTS applications.
• Should possess Customer handling skills