Summary
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.
Job Description
* Department: Service Operations
* Reports To: App Support Lead
* Work Location: Chorley - Hybrid
* Hours of Work: 37.5
* Position Type: Full-Time
* Rate Type: Salary
* Grade: 4
We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, but during your initial training period the need to be in office with other team members will be essential.
The Application Support analyst will be responsible providing second line functional support for the organisations billing/CRM platform.
Position Responsibilities
* Provide second line support for CRM / Billing system incidents and queries
* Investigate and resolve a wide range of issues including but not limited to:
o Billing issues/errors in Billing
o Pricing, tariffs and contracts
o Billing exceptions, adjustments and discrepancies
o 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
About You
* 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
ESG Key Values
* 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
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