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

You must have:-

• 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