Business Analyst

Beschreibung

In line with ITIL Best practice and clients own Customer Experience initiative the Professional Services (Customer Reporting) specialist will act as the single point of contact for customer billing quires and the accounts service reporting Subject Matter expert.

The role of the PS (Customer Reporting) Specialist is to take standard Level 3 outputs from Billing, Service Operations, Delivery and Sales and generate a Customized Reporting pack based on a customer Scope of Work.

The Service management team is responsible for the management of a portfolio of customers with the objective of improving customer satisfaction to drive better customer retention and maximise revenue opportunities.

Duty

% of Time

Management and processing of multiple provisioning feeds to ensure that the services are billed in accordance with the Customers contracted billing process and that all changes to the service are accurately calculated and reflected monthly, generating were required a customer focused invoice.

40%

Responsible for creating reporting packs that detail the service level performance, service request and provisioning, problem management, inventory and configuration management.

40%

Responsible for taking customer focused requests and assisting the customer to generate Level orders or requests to support the customer requirements

20%

Total: 100 %

The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and additional responsibilities may be assigned, as required, by management.

• Minimum 2 years billing, Service Management or general Reporting experience working on complex accounts.

• Typically requires a degree in a related field (or the equivalent combination of education and experience) and a minimum of 2-4 years of related experience. Requires working knowledge of telecommunications billing and products. Requires solid analytical skills. Requires good communication, organizational and problem solving skills. Requires proficiency in MS Office applications. Requires the ability to work under tight deadlines.
• A combination of education and experience will be considered.

• Be able to apply an understanding of Clients products, with particular emphasis on billing
• Be able to resolve problems with initiative and creativity.
• Be able to resolve conflict situations.
• Strong analytical skills.
• Have strong interpersonal and communication skills.
• Good organisational skills and reporting skills with the ability to take multiple sources of data and generate a customer focused report.