Business Process & Solutions Analyst – Customer Service
The AES Corporation
full-time
Posted on:
Location Type: Hybrid
Location: Indianapolis • Ohio • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Identify, define, and manage high-level business requirements for system changes, detailed system change specifications, business process designs and procedures
- Maintain focus on business outcomes and define the business solutions and structures needed to realize these opportunities
- Analyze laws, regulations, tariffs and changing business strategies to find practical solutions to functional Customer Information System (CIS) and Customer Relationship Management (CRM) system designs and integrations, focusing on aligning processes across US utilities and using industry standard configuration
- Serve as the primary contact to the business community to ensure that its needs are fully understood
- Assist with the design of SAP or other product configurations and customizations
- Use the business process requirements to drive out application requirements and metrics
- Validate the design with all stakeholders to ensure that the design satisfies business requirements
- Identify operational impacts of system or process changes, update process flows and prepare communications
- Collaborate with other business process & solutions analysts and digital product owners to ensure delivery of a complete end-to-end solution
- Provide daily support for business operations including first line of triage for end user issues, service desk incident prioritization and change request backlog maintenance
- Perform user acceptance testing for incident resolutions and deployment of change requests
- Troubleshoot system problems, identify operational impacts of problems, and recommend risk-adverse and cost-effective solutions
- Assist in developing training to educate trainers and end users on performing CIS transactions
- Ensure system processes are compliant with laws, regulations, and tariffs
- Gather requirements for ad hoc and recurring reports
Requirements
- Bachelor's degree in business, computer science or other related field or significant CIS or CRM experience required
- Must have strong computer skills including using Microsoft suite
- Analytic and detail-oriented
- Excellent verbal and written communications skills
- Ability to work independently, prioritize, and meet deadlines
- Ability to take ownership of several projects simultaneously
- Ability to challenge yourself and learn new skills
- Ability to collaborate well with various stakeholders and teams (customer service, digital, metering, regulatory, etc.)
- Two (2) years or more experience in implementing and/or supporting SAP IS-U or CRM solutions
Benefits
- Flexible working hours
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
business process designsystem change specificationsSAP IS-UCRM solutionsuser acceptance testingapplication requirementsmetrics analysistroubleshootingreport gathering
Soft skills
analytical skillsdetail-orientedverbal communicationwritten communicationindependent workprioritizationdeadline managementownershipcollaboration