Data Ops Application Support Analyst

The Application Support analyst will be responsible providing second line functional support for the organisation’s billing/CRM platform, * Provide second line support for CRM / Billing system incidents and queries

• Investigate and resolve a wide range of issues including but not limited to:

• Billing issues/errors in Billing
• Pricing, tariffs and contracts
• Billing exceptions, adjustments and discrepancies
• Operational processes within the CRM / Billing system

Perform complex data fixes both individually and in bulk using SQL and or internal tools taking ownership of issues where necessary

Determine root cause by distinguishing between process errors, data issues, configuration issues and system defects

Escalate defects or complex issues to the Product Owners and engineering team using JIRA with clear impact assessment, supporting evidence & reproduction steps

Identify recurring issues and contribute to problem management activities

Support in ticket review and analysis, supporting 1st line resolution of repeatable fixes

Work with other members of staff to ensure transfer of knowledge and understanding of problems, practices and processes

Act as a key point of contact for operations, engineering and client facing teams

Clearly explain billing outcomes and system behaviour to non-technical stakeholders

Support complex client queries requiring in-depth system or process understanding

Take ownership of incidents through to resolution, providing clear updates to the client on the help desk tickets

Document problems and resolutions for future reference

Understand the importance of change control and work within a formal change control system

Understand the importance of quality control, to comply with all relevant standards and procedures and participate in quality assurance and control activities

Support continuous improvement of billing processes and system usages

Broader Application Support activities as and when required

• Knowledge and experience in application support & functional support
• Knowledge and experience of working with complex energy billing platforms, billing data and operational processes
• Knowledge and experience of Customer Support
• Knowledge and experience of SQL Databases
• Strong attention to detail
• Strong problem solving and analytical skills
• Excellent written and oral communications
• Excellent Customer Service skills including Customer-Facing activity
• Experience working with ticketing or incident management tools

Desirable

• PowerShell
• AWS
• Argo
• MySQL
• Grafana
• ITIL Knowledge
• Energy industry knowledge including complex billing

Able to demonstrate ESGs key values of

• Excellence: be accountable to deliver our best
• Passion: show how much we care each day
• Integrity: do the right thing when no one is looking
• Collaboration: work together to succeed together

ISO AWARENESS

• Follow IMS Policies
• Reporting of Incidents
• ISO Responsibilities
• ISO Staff Awareness

We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients