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
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.Minimum 3 years experience in a finance environment, preferably in a similar position and SSC environment
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.
