Business Process & Solutions Analyst - Customer Service

AES•Dayton, OH

29d

About The Position

As AES strives to become the customer first, digital focused, clean energy provider of the future, the success of our customer experience platforms, applications, and programs become critical to our strategic success. The successful business process & solutions analyst will play a pivotal role in owning the Customer Service Management (CSM) processes for AES Ohio or AES Indiana and leading the execution and deployment of customer system changes by partnering directly with our local and global digital teams, business stakeholders, and strategic partners to ensure our vision is translated to customer outcomes.

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.)

Nice To Haves

Technical understanding of SAP IS-U or similar CIS system(s)
Knowledge of utility customer operations principles and experience with CRM solutions
Knowledge of integrations with self-service channels (IVR, web portal, mobile app)
Experience working with personnel to design optimal user experiences
Knowledge of meter-to-cash processes including billing, invoicing and integrations with device and meter data management systems such as SAP Energy Data Management and AMI Head End systems
Experience working with the Business Data Exceptions (BDEx) application for BPEM resolution
Forward looking with the ability to quickly adapt to changing business needs
Understanding of relevant Indiana or Ohio regulations and tariffs
Ability to translate business needs, tariffs, and regulations into CIS or CRM specifications
Ability to develop documentation related to CIS or CRM system and process changes
Ability to mentor others
Two (2) years or more experience in implementing and/or supporting SAP IS-U or CRM solutions

Responsibilities

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