Systems Analyst III

"We Push the Boundaries of Possibilities for Our Communities"

Overview of the Position Responsibilities: The Systems Analyst will provide technical analysis for the billing and customer care systems in collaboration with the Director of Customer Management and Billing Systems. This position involves the development, testing, ongoing maintenance, and comprehensive documentation of all components within the ICOMS platform. Additionally, the Systems Analyst will offer technical troubleshooting and support for internal stakeholders, addressing inquiries related to ICOMS, billing, and account management. The role will also contribute to the development and implementation of system solutions to ensure the billing platform aligns with and meets the strategic goals and requirements of the customer care, product management, marketing, field operations, and finance teams.

What You Will Do:

• Advise on ICOMS integration capabilities to drive improved Customer Experience
• Work closely with development team to drive improved integration
• Work closely with Business Intelligence team to develop automated reporting capabilities
• Analyze Data quality anomalies and develop process to rectify
• Manage errors found in ICOMS and work to resolve in a timely manner.
• Responsible for initiating and resolving tickets with ICOMS
• Provide support for all departments for Voice, Data, and Video services
• Provide system readiness testing for ICOMS product and service changes
• Provide departmental documentation of all process' and procedures.
• Work closely with product team to align on product strategy
• Work closely with provisioning platform to ensure seamless provision flow for customer activation
• Monitor and troubleshoot any interface issues.
• Manage assigned products/projects, providing guidance and expertise to internal teams and stakeholders.
• Act as a key point of contact for stakeholders.
• Foster relationships, address concerns, and collaborate on cross-functional initiatives.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Performs all other related duties as assigned.
• Assist in the development of billing solutions to achieve company projects and goals.
• Analyze and report on the billing system to find areas for continual improvement.
• Other duties as assigned.

What You Will Need:

• Bachelors degree required
• 6-8 years' hands-on experience with a billing/customer care system required
• Data analytical skills using SQL to extract data and accurately make decisions based on the data
• Knowledge of billing systems and integration with network system
• Knowledge of all MS Office Suite. Proficient in Excel and Word.
• SQL is required. Understanding of database application analytical tools.
• Billing system experience is required. ICOMS is preferred.
• Solid understanding of billing system architecture and how it relates to other systems in the network.
• Effective time management with the ability to work independently, manage multiple tasks, set priorities, and meet deadlines.
• Strong written and verbal skills, including the ability to articulate ideas and suggestions clearly and effectively.
• Ability to maintain professionalism in changing and/or challenging situations.
• Must possess the ability to multitask, problem solve, think clearly, and respond in a fast-paced or fluid environment.
• Demonstrated reliability, dependability, and self-motivation, with a willingness to learn and contribute to the success of the team.
• Ability to communicate complex ideas in a clear and concise manner to stakeholders at all levels.
• Strong comprehensive technical and computer skills, including proficiency in various applications, operating systems, etc.
• Experience in training associates ensuring successful support of billing and customer care systems.
• Prolonged periods of sitting at a desk and working on a computer.
• Regularly required to talk and hear.
• Frequently required to sit, stand, bend, reach, push, pull and walk.
• Required to use hands, handle objects and paperwork.
• Required to use close vision and be able to focus.
• Required to refrain from personal use of technology during working hours.
• Required to lift up to 5lbs at a given time.

Why Work at Bluepeak?

• Competitive Compensation + Annual Bonus Eligibility
• Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
• Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
• Professional Development With an Emphasis on Internal Promotion
• Employee Discounts on Bluepeak Services, Including Internet
• Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!

About Us

We believe that the size of the city shouldn't determine the quality of the technology. That's why we are building for you: Faster, more reliable, and without the things that get in the way of great service-like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we're not only providing the best fiber connections in your community, but we're also meeting the growing needs for how you live.

Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)