Service Delivery
- Initial triage & serve as the first point of contact to gather initial information about an incident related to Global systems & processes, especially Billing, assess its impact & urgency
- Performs basic troubleshooting to attempt to resolve incidents using predefined procedures, knowledge base articles
- Handles system rules maintenance, configuration update according to ticket & work Instructions/SOP
- Performs Scheduled maintenance/reporting activities & monitoring spikes in volumes through checklists & dashboards
- Proactively define initiatives that contribute to yield and improves the quality and efficiency of billing, including the reduction of manual processes. Also to proactively propose innovative solutions for improvement
- Conduct quality review and verification as per global SOPs, network policies and required controls CRISP and external audit controls)
- Recommend and provide user support with regards to setting up/process improvement testing and implementing systems and processes.
- Independently conduct business analysis and trends in support of steering Billing quality and efficiency and is knowledgeable in the usage of data from various systems to deliver a comprehensive analysis
- Collaborate with all Billing Managers, Team Leaders and Associates and support them in ensuring operational targets, compliance and continuous service excellence.
- Conduct training and knowledge transfers to the team members and other stakeholders
- Stimulate & drive the improvement of processes in Billing Operation, in order to contribute to increased efficiency, completeness and quality of the operation
- Propose innovative solutions for sustainable improvement
- Prepare Billing reporting with the respective data analysis
Process
- Collaborate with the development team to understand project requirements and develop comprehensive test plans.
- Design and execute test cases to identify software defects and ensure that all features are thoroughly tested.
- Perform functional, regression, integration, and performance testing.
- Identify and document test scenarios, test data, and expected results.
- Clearly communicate bug reports to the development team, providing detailed steps to reproduce the issue.
- Prepare and present test summary reports to stakeholders, highlighting key findings and recommendations.
- Collaborate with the team to continuously improve testing processes and methodologies.
- Collaborate effectively with cross-functional teams, including developers, product owners, and project managers to ensure a shared understanding of testing requirements and objectives.
- Execute CRISP controls
- Maintain and Analyze Billing Dashboards
Required Competencies
Minimum 3 years experience in a finance environment, preferably in a similar position and SSC environment
- Problem-solving skills: with the ability to assess the impact of change requests and make informed decisions.
- Analytical: Ability to get a complete overview of the project, program and portfolio with the ability to distinguish between various projects and processes within these elements
- Experience in Advance Microsoft Windows & Excel as an end user.
- Proficient in written and spoken communication in English
- Results oriented: Providing optimal support to ensure projects, programs and portfolios achieve the best possible results in the most efficient way.
- Assertive: Ability to actively participate in tactical discussions with stakeholders and challenge the effective status quo in a constructive manner
- Self-motivated and highly organized with a high level of attention to detail.
- Energetic, enthusiastic, team player.
- Able to manage deadlines.
- Being innovative and have an open mindset: Constant reflection on the way of working to drive continuous improvements.
- Ability to prioritize and multi-task: Taking into consideration strategic requirements and ad-hoc demand.
- Big picture thinking, able to understand implications, and mitigate complications.
- Experience in Power BI/Query/Automate, Data analysis and Reporting is a plus.
- High level of integrity and discretion in handling confidential information
- Strong presentational, interpersonal, and intercultural skills: Able to perform training and present the information effectively.
