Billing Systems Analyst II

We are looking for a Billing System Analyst II who will perform first cut basic analysis via predefined SOPs, explore patterns to make monitoring proactive, and detect problems before they happen. The ideal candidate will have a Bachelor’s degree in information technology, Computer Science, Engineering or a related field, and 3-5 years of work experience in software industry and application support experience.

Requirements

• Basic technical expertise on telco, billing, and ITSM tool (Jira or ServiceNow or Remedy)
• Sound in communication, flexibility, and basic troubleshooting skill in Unix/SQL
• Experience of monitoring via tools, scripts (shell/Perl) and email alerts
• Ability to perform first cut basic analysis via predefined SOPs
• Ability to understand the customer SLA, prioritize and manage the workflow from start to finish
• Ability to engage with customer and L2/L3 for any functional or technical malfunctions faced in production
• Ability to communicate the issue meaningfully to different stakeholders and those with less technical knowledge
• Monitor system performance, troubleshoot issues, and implement solutions to optimize efficiency and minimize downtime
• Document operational and system architecture processes and configuration and identify automation opportunities were applicable
• Participating in Operations 24x7 on-call rotation schedule
• Ability to maintain clear shift handover, ROTA, and Escalation matrix to have seamless handholding among different support teams, customer, and 3rd party vendor
• Ability to capture chronology of events for critical and high alerts

Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off