Billing Application and Process Support Specialist II
Cox is seeking a Billing Application and Process Support Specialist II who will be responsible for daily support of telephony applications, data feeds, and interfaces that have been transitioned from development into production. This position will work closely with application development and other support teams to resolve any problems or issues that may arise and to ensure that the production applications are maintained and upgraded as needed to meet end-users' needs.
While this role may focus primarily on Application and Business Process Support, additional duties may include support for Business Intelligence and reporting as well as E911 daily file transmittal processing. Functions include: report creation, distribution and maintenance, operational performance and results analysis, data management, and ad-hoc project management.
Primary Responsibilities and Essential Functions: •Provide Tier 2 business process and application support in an effort to bring resolution to internal and external customers/users problems on basic hardware, network, software, and applications•Troubleshoot and restore technical service and equipment issues by analyzing, identifying, and diagnosing faults and symptoms using established processes, scripts, and procedures•Help identify and analyze problem causes, patterns, and trends and recommend corrective action where appropriate•Perform data analysis using appropriate tools and system transactions to support recommendations•Identify customer concerns and resolve or escalate customer issues expediently and accurately within documented timeframes•Log all incoming issues (instant messenger, email, phone, fax, etc.) into problem-management database; follow established procedures to document problems and recommend modifications to procedures as required•May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems •Simulate or recreate user problems to resolve operating difficulties•Recommend system modifications to reduce user problems •Respond to after hours on-call support for business continuity•Support customer needs by responding quickly to incidents based on priority and maintaining a focus on providing excellent customer service•Gather requirements, conduct business analysis, and write technical design specifications•Oversee the preparation and design of various reports, data downloads, research, and special projects•Provide recommendations for operational efficiency and process improvements subject to management review in support of change•Conduct quality assurance reviews of data for accuracy and completeness and assist and direct troubleshooting for data integrity if required•Perform problem determination (root cause analysis) as well as document the source of problems and their resolution. Recognize and analyze trends in errors so as to identify and install long term solutions to problems•Perform validation when new releases are deployed into production which may require validation after hours (early morning or late at night)•Respond to requests or questions on interpretation or reporting of data•Validate test plans and test scenarios; verify test results•Effectively communicate with business users and customersQualifications
Minimum: • Generally 2 - 5 years of experience in related field (i.e. application/production/process support) OR 2 - 4 years of experience in related field if candidate has an advanced degree • Experience with one or more of the following: Microsoft Office, AS/400 (ICOMS), UNIX, LINUX, SQL, Oracle, TOMS, OBIEE• Excellent customer service, project leadership, management, organizational, analytical, and problem solving skills with attention to detail• Ability to multi-task and work with minimal supervision • Works well under pressure and meets deadlines
Preferred: • BS/BA in discipline (IT, MIS, CS, etc.)• 2+ years of experience in telecommunications • Experience with number porting and inventory• Hands on experience with OBIEE and BI Publisher version 11G including Dashboard, Reports, RPD design and development • Clear understanding of the Repository Architecture which covers the Physical Layer, The Business Layer and the Presentation Layer, creating joins, creating tables and creating RPD's. • Functional knowledge of tools and resources used by the telecommunications industry (i.e. LERG, TPM, NANPA, Telcordia)• Experience analyzing call detail record (CDR)• Experience with large databases (>20 TB)
Your Career at Cox
From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives.
Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare and 401k) and a best-in-class working environment.
Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. Learn more at: http://www.cox.com/.
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Organization: Cox Communications, Inc.
Primary Location: US-GA-Atlanta-6305 Peachtree Dunwoody Rd
Employee Status: Regular
Job Level: Individual Contributor
Shift: Day Job
Unposting Date: Ongoing