Customer Systems Analyst - Madison, WI
POSITION PURPOSE
Under general direction, provide operational and data analytics support in the Customer Center department. Develop and enhance department processes and reporting. Support software platforms through bug and enhancement identification and testing.
DUTIES AND RESPONSIBILITIES
-Collaborates cross-functionally with both internal and external business partners, consultants, and vendors.
-Assists in improving the customer experience and provides value-added business changes through a wide variety of reporting tools, data collection methods, interpretation, and communication of issues.
-Develops database queries to be used in routine business monitoring as well as in ad hoc situations to further support leadership decision-making.
-Provides data analysis, identifies trends, and generates reports for leadership, including but not limited to phone metrics, accounts aging and receivable, third-party functions related to billing and payment processing as well as credit and collections-specific functions.
-Interprets raw data and provides recommendations for strategies to enhance business outcomes.
-Assists in the end-to-end administration of business processes and various software platforms related to core phone infrastructure, IVR, call recordings, staffing level/call volume forecasting, collection agency referral processing, automated collection phone calls, and core customer information systems including integrations to key supporting elements such as My Account and third-party payment-processing web services.
-Represents business area as needed within various stages of the iterative/agile project management framework; i.e., ideation, requirements, design, test, and deploy.
-Assists in the identification and prioritization of system defects/enhancements.
-Develops new and/or updates existing documentation related to department policy, procedures, training manuals, and system user guides related to various software applications.
-Performs other duties as assigned, including but not limited to serving on the on-call rotation for service outages and after-hours collection calls as well as being a supervisory backup in the absence of Customer Center management staff.
JOB LOCATION
The position is hybrid, and office days are in downtown Madison, Wisconsin, where the company is an active participant in community efforts to preserve the area's extraordinary quality of life. We offer free, on-site parking and are located near biking trails and bus stops. Many employees enjoy the use of our many on-site EV charging stations.
To apply, and view more details, go to https://jobconnectionsproject.org/jobs/79298-2/