This position is an excellent long-term assignment for a Business Analyst. Join a team of subject matter experts that will contribute to the design, testing, and any associated process changes of new CIS system in a customer care environment. You will be reviewing existing documentation on system functionality, business requirements, technical requirements, and determining the impact to existing business processes. Make recommendations for system or process changes that must be made in order for transactions or processes to be completed in the future system environment. Then assist with testing of the changes.
3+ years of direct exposure to and mastery of TXU/CGE Customer Care (CC) processes in one or more of the following segments: Residential, Construction Services, Large Business Markets, Apartment Services, or SMB/General Business. Special emphasis on billing, credit and collections, offline services, and service order initiation is needed. General comprehension of call center management requirements such as agent availability, average handle time, average speed of answer, service levels, QA scores, customer satisfaction and their dependency on effective system/process design are essential. Position also requires an in-depth understanding of and hands-on experience with existing TXU/CGE CIS systems, including but not limited to Atlas, CIM, and CorDaptix. You must have the ability to review process and technical documentation and provide informal written input on recommended changes, ability to devise, informally document, and execute testing plans for functionality under development and perform verbal knowledge transfer to other members of the team during the Go Live process. You must be flexible and self-motivated to work under strenuous deadline conditions.
Experience: Business Analyst, TXU, CGE, Customer Care, Billing, Credit, Collections, Service Order Initiation, Call Center, CIS, Atlas, CIM, CorDaptix. To Apply to this job go to http://www.GadBall.com or click here