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CE Business Solutions Specialist

2 months ago

Tampa, United States New Mexico Gas Co - Peoples Gas - Tampa Electric Full time
Title: 
CE Business Solutions Specialist 
Company:
Tampa Electric Company 
State and City: Florida - Tampa
Shift:
8 Hr. X 5 Days

 

POSITION CONCEPT 
The (Customer Relationship Billing) Business Solutions Specialist is responsible for working with management and operational team members to align “meter to cash” business processes and solutions with organizational strategies to stabilize, support, optimize and improve TECO Energy’s investment in the SAP CRB solution.  Collaborates with all areas of the business for the development, standardization and optimization of new or enhanced CRB processes and those of the CRB eco-system solutions.  Responsible for working with business partners, program managers and IT developers and professionals to implement business solutions leveraging the CRM/B solution that deliver the customer experience and entire cycle of service.  Supports the business use of critical IT technology within the CRB eco-system in a 24X7 environment, participates in technology projects and acts as liaison between IT and business owners, program managers and the business areas using the CRB and eco-system solutions.  

This role provides primary, first line triage and functional support for the CRB solution, drives successful integration across all functional modules within the CRB landscape as well as integration with the external eco-system, and serves as the process and SAP CRB/IS-U functional subject matter specialist. Participates in technology projects, and acts as liaison between IT and the operational areas for resolution of issues, testing and implementation of enhancements and upgrades.  Possesses a solid understanding of technology and business operations with subject matter expertise in the related business processes, supporting data, systems and vendor relationships.  Supports the deliverables required of technology projects.  Provides input to operational processes, program strategies, training and to change management for both internal and external stakeholders and participates in governance activities. 

ADVANCEMENT IN PROGRESSION
Advancement to a higher level is based on value added to the Company through increased duties, responsibilities, solution expertise growth and accomplishments.  Advancement is not automatic, i.e. based solely on time in the job, but will be based on the employee’s performance, qualifications, and the business and/or technical needs of the department.

CE BUSINESS SOLUTIONS SPECIALIST II
Proficient at incident triage activities, test plan preparation and test activity support as well as driving incident resolution and completion.  Similarly, proficient at request life cycle management.  This position performs under general supervision, but responsible for prioritization of incident and request related efforts.  This position will receive mentoring from the Manager and more senior level Solutions Specialists.

PRIMARY DUTIES AND RESPONSIBILITIES

-Conduct incident and request assessment and prioritization and liaise with business areas and technology support teams for resolution.   Ensure Service One incidents and requests are reviewed, updated and closed.  Support business area ownership of issue resolution through input to diagnostic and resolution processes. 
-Participate in development and review of solution requirements and development of user test strategies, and support testing and delivery of enhancements.  Develop, maintain and review documentation including process flows, interfaces, test plans and results. 
-Develop business and system knowledge relating to assigned functional areas and demonstrate understanding of the solution and relationships across functional modules and the CRB eco-system integration through participation in impact assessment of modifications and upgrades. 
-Participate in regular review with the business of strategy around the CRB solution related initiatives to prioritize delivery and obtain input and guidance on solution roadmaps and strategies. 
-Spend time with business partners to support their understanding and use of the processes as defined and evaluate efficiency and success of outcomes to identify opportunities for improvement.  And develop an understanding of the business operations, policies and regulatory guidelines affecting them.
-Develop an understanding of the business and technical master data models and data governance reporting.

QUALIFICATIONS

Education

Required:    Associate’s degree in Business Management or related field (i.e. Accounting, Communications, Mathematics, Computer Information Systems, Engineering, etc.) from an accredited institution.  

Preferred:    Bachelor’s degree in Business Management or related field (i.e. Accounting, Communications, Mathematics, Computer Information Systems, Engineering, etc.) from an accredited institution.

Experience

Required:    Minimum of two (2) years direct work experience performing the Duties & Responsibilities of this position supporting customer service operational use of technology solutions. 

Preferred:    One (1) year of experience supporting SAP’s CRMB/IS-U solution in one of the respective functions (customer service, billing and rates, finance and credit or device management).  

Knowledge/Skills/Abilities (KSA)

Required:    

-Conceptual knowledge of defined business processes.  
-Verbal, written, organizational, analytical, presentation and interpersonal skills with the capacity to interact with team members.  
-Ability to work in a collaborative team environment on fast-paced dynamic projects.  
-Demonstrated ability and competency for continual knowledge development.  
-Knowledge of MS Office Suite.  
 

CE BUSINESS SOLUTIONS SPECIALIST III
Contributes meaningfully to process evaluation and design; resolves issues of moderate complexity, and drives successful integration within the CRB solution and across the eco-system independently.  Acts as functional subject matter expert supporting internal and external CRB stakeholders.   This position performs under minimal supervision.  This position will receive mentoring from the Manager and Senior Business Solutions Specialist.  May mentor team members at more junior levels.

PRIMARY DUTIES AND RESPONSIBILITIES

-Investigate the resolution to moderately complex issues and coordinate with business areas and technology support teams for resolution.  Support the business operational areas ‘how to’ questions and provide direction on best method to achieve desired results.  Encourage business area ownership of issue resolution through input to diagnostic and resolution processes. 
-Provide leadership in the development and review of solution requirements and design of user test strategies, and support testing and delivery of enhancements.  Develop, maintain and review documentation including process flows, interfaces, test plans and results.
-Further broaden knowledge of functional areas, integration within the CRB solution and across the CRB eco-system and demonstrate this understanding through assessment of the impact of modifications and upgrades.  Establish and maintain relationships with third party service providers in support of external integration with the CRB solution.  Understand and contribute to batch schedule design as well as security role design.  
-Lead regular review with the business of strategy around the CRB solution related initiatives to prioritize delivery and obtain input and guidance on solution roadmaps and strategies.  Supports ideation, feasibility analysis, business case development (including economic/financial viability), business planning, and implementation/operation of changes to existing solutions and design and implementation of new programs or solutions.  Participate in project scope definition from developed business cases.  
-Spend time with business partners to support their understanding and use of the processes as defined and evaluate efficiency and success of outcomes to identify opportunities for improvement.  Demonstrate understanding of the business operations, policies and regulatory guidelines affecting them through facilitation of consensus around modifications to processes and policies. 
-Assist in identification of data governance needs and assist the business with governance strategies to remediate and avoid data related issues.

QUALIFICATIONS

Education

Required:    Associate’s degree in Business Management or related field (i.e. Accounting, Communications, Mathematics, Computer Information Systems, Engineering, etc.) from an accredited institution.  

Preferred:    Bachelor’s degree in Business Management or related field (i.e. Accounting, Communications, Mathematics, Computer Information Systems, Engineering, etc.) from an accredited institution.

Experience  

Required:    Minimum of three (3) years direct work experience performing the Duties & Responsibilities of this position supporting customer service operational use of technology solutions.  

Preferred:    Two years of experience supporting SAP’s CRMB/IS-U solution in one of the respective functions (customer service, billing and rates, finance and credit or device management).  

Knowledge/Skills/Abilities (KSA) 

Required:  

-Strong knowledge of defined business processes.  
-Ability to learn, represent and articulate business processes.  
-Ability to evaluate, interpret, create, and communicate structured representations of business requirements.  
-Verbal, written, organizational, analytical, presentation and interpersonal skills with the capacity to interact with team members.  
-Ability to work in a collaborative team environment on fast-paced dynamic projects.  
-Demonstrated ability and competency for continual knowledge development.  
-Knowledge of MS Office Suite.  
Preferred:    

-Solid knowledge of SAP enabled business processes.
 
Competencies: 

-Builds Strong, Col