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The AES Corporation · 2 days ago

Business Process & Solutions Analyst - Customer Service

Indianapolis, IN

Full-time

Onsite

Entry, Mid Level

2+ years exp

AES Corporation is a Fortune 500 company leading the charge in the global energy revolution. The Business Process & Solutions Analyst will be responsible for coordinating customer service management processes and implementing strategic initiatives to enhance customer experience, working closely with digital teams and business stakeholders.

Utilities

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

Qualification

SAP IS-UCustomer Information SystemCustomer Relationship ManagementMeter-to-cash processesAnalytical skillsTraining developmentCommunication skillsProject managementCollaboration

Required

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.)

Preferred

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