About the position

Under the general supervision of the Supervisor – Customer Information Systems (CIS) Analyst is responsible for providing both technical and functional support for customer information systems.  The Customer Information Systems Analyst will be responsible for the configuration, development, operation and maintenance of the Company’s CIS System, Customer Cloud Service (CCS) and related subsystem including processes and procedures used to provide the necessary support to system users. This role involves ensuring the availability, security, and scalability of CCS and subsystems, identifying issues, and resolving them. The CIS Analyst will also be responsible for managing system upgrades.

Responsibilities

• Maintains and monitors system security.  Provides support for external and internal audits.
• Provides functional and technical support to end users, in the operations and maintenance of all CCS and related supporting systems. Prepares documentation of all processes associated with the CCS system.
• Analyzes business needs based on organizational direction and requirements and makes recommendations, implements and documents functional/technical requirements as needed. 
• Helps prepare cost/benefit analysis to support Customer Care initiatives.
• Performs system configuration, code deployment and review, and provides after-hours and on-call support on a rotation basis for the nightly batch processing. 
• Participates and helps plan, manage and implement project initiatives in the Customer Care organization. 
• Participates in system upgrades, patches, and changes to CCS and supporting systems as needed.
• Acts as a liaison between Information Technology, outside consultants, internal and external auditors, and departments on CCS and related system issues.
• Participates in and provides support for the daily and monthly closing of all modules within the CCS system.
• Conducts data analysis, reviews, and creates various customer care reports/queries to support end user information needs using various reporting tools.
• Reviews and assists in the maintenance of underlying programs, table structures, relationships, and interfaces with the CCS system.
• Maintains, documents and/or test all internal controls related to the CCS system in order to ensure the Company’s compliance with the internal control requirements of Sarbanes-Oxley section 404 to ensure that these and all other business compliance issues as they relate to the CCS system are properly addressed.
• Provides technical and functional solutions and advice to team members, managers, and end-users, effectively balancing multiple assignments and priorities.
• Identifies opportunities for business process improvements increased automation and improved efficiencies in the Customer Care organization and participates in the implementation of those improvements in various capacities. 
• Participates in various initiatives, projects, or other solutions related to the Company’s business and compliance requirements that are affected by the CCS system.  Acts in various roles including team member or other capacity as it relates to these areas.
• Provides CCS technical support to users; meets with user department representatives, analyzes requirements, recommends solutions, coordinates implementation, and tests new and existing applications solutions.
• Provides ongoing technical support for specialized applications; logs trouble calls, analyzes and corrects problem at source. Advises users of changes in procedures. Identifies problems requiring vendor assistance and coordinates vendor technical support.
• Develops and maintains documentation to assist users following procedural changes, new releases, and enhancements to specialized applications. 
• Complies with all applicable Company policies, procedures and code of ethics as well as all applicable governmental laws and regulations to include employment, safety and environmental standards and regulations. 
• Perform other related tasks that are not included but are within the context of the duties defined.

Requirements

• Associate’s degree from an accredited college or university in Business Information Systems, Information Technology, or Computer’s Science.
• 0-5 or more years of experience
• Strong understanding of software and application administration, including installation, configuration, maintenance, and troubleshooting. 
• Experience in a position as a customer care systems analyst, with highly technical as well as functional business skills related to the development, operation and maintenance of customer care & billing applications.
• Understanding of CIS system & billing reporting requirements.
• Business background with ability to interface with IT technical resources.
• Understanding of technical design specifications; defines test conditions and assists in the development of test plans and execution. 
• Understanding of the SDLC and project management standards.
• Understanding of web applications and client/server architecture. 
• Understanding of database design and entity relationship diagrams. 
• Experience with data analytics and SQL knowledge to extract data and create reports from customer care-based systems.
• Experience with scripting languages.
• Ability to manage and monitor application performance and availability.
• Proficient in the use of several software applications, including spreadsheets, databases, word processing, scheduling and presentation packages.  Experience in EPE standard packages preferred (Currently Microsoft Applications).
• Analytical and troubleshooting skills. 
• Ability to start and finish projects with minimal supervision.
• Ability to effectively manage several tasks at the same time, meet deadlines and operate effectively under pressure and tight deadlines.
• Strong communication skills, including verbal and written formats, and the ability to listen effectively.
• Ability to maintain effective working relationships with officers, managers, fellow employees, and the general public.
• Ability to maintain a strong sense of propriety concerning confidential matters.

Nice-to-haves

• Knowledge of Customer Care functional business procedures preferred