Billing Systems Analyst I

📋 Description

• • As a Billing Systems Analyst I at CSG Systems International, Inc., you will play a crucial role in ensuring the smooth and efficient operation of our critical billing systems. This position is ideal for an individual with foundational technical expertise in telecommunications, billing processes, and IT Service Management (ITSM) tools like Jira or ServiceNow. You will be instrumental in monitoring system performance, troubleshooting issues, and implementing solutions to optimize efficiency and minimize downtime, directly impacting our ability to serve our clients effectively.
• • Your responsibilities will include performing first-cut basic analysis of system performance and alerts using predefined Standard Operating Procedures (SOPs). This involves diligently monitoring systems via various tools, scripts (such as shell or Perl), and email alerts, ensuring that potential issues are identified promptly. A key aspect of this role is to proactively explore patterns in system behavior to make monitoring more effective, aiming to detect problems before they escalate and prevent repetitive issues in production environments.
• • You will be expected to understand customer Service Level Agreements (SLAs) and use this knowledge to prioritize and manage workflows from initiation to completion. This requires a keen eye for detail and the ability to manage multiple tasks concurrently while ensuring all deadlines and service commitments are met.
• • A significant part of your role will involve engaging with customers and higher-level support teams (L2/L3) to address any functional or technical malfunctions encountered in production. This necessitates clear, concise, and effective communication, enabling you to articulate complex technical issues to stakeholders with varying levels of technical understanding, including those less familiar with the intricacies of the billing systems.
• • You will be responsible for monitoring system performance, identifying bottlenecks, troubleshooting errors, and implementing timely solutions to enhance system efficiency and reduce any potential downtime. This proactive approach is vital for maintaining high availability and reliability of the billing platforms.
• • Documenting operational processes, system architecture, and configurations will be a core duty. This documentation is essential for knowledge transfer, training, and continuous improvement. Furthermore, you will be tasked with identifying opportunities for automation within operational workflows, contributing to increased efficiency and reduced manual effort.
• • This role requires participation in a 24x7 on-call rotation schedule, ensuring that support is available around the clock. This commitment is critical for addressing urgent issues that may arise outside of standard business hours.
• • Maintaining clear shift handover procedures, managing ROTA (schedule of duties), and updating the Escalation Matrix are vital for ensuring seamless support transitions among different support teams, customers, and third-party vendors. This ensures continuity of service and rapid resolution of issues.
• • You will also be responsible for capturing a detailed chronology of events for critical and high-priority alerts. This detailed record-keeping is crucial for post-incident analysis, identifying root causes, and implementing preventative measures.
• • The role demands flexibility and basic troubleshooting skills in Unix and SQL environments. A solid understanding of communication protocols and the ability to adapt to evolving system requirements will be essential for success.
• • By performing these duties, you will contribute directly to CSG's mission of empowering companies to build unforgettable customer experiences by ensuring the reliability and performance of their core billing infrastructure.