Billing System Analyst Senior

Billing System Analyst is the primary Managed Service interface role for incidents/service requests/change requests and event management between CSG and a major Managed Service client. This role ensures effective communication between the client and our solution support and delivery teams for the operation of CSG software. Team members will be responsible for system monitoring and availability, technical incident triage, ticket management and communication.

We are looking for a Billing Analyst who will:

• Perform technical incident triage across multiple CSG products, including Ascendon, Xponent, DPM, and Quote and Order.
• Communicate with customers via the ITSM tool, phone, review meetings, and escalation bridges.
• Manage tickets (incidents, service requests, and change requests) through the ITSM tool.
• Monitor and manage SLAs to ensure adherence to contractual requirements.
• Take accountability for alerting and monitoring activities.
• Handle escalated tickets with high priority or those nearing an SLA breach.
• Play an active role in Major Incident Management.
• Produce performance reports for internal and external review.

Is this opportunity right for you? We are looking for candidates who:

• Hold a bachelor’s degree in Information Technology, Computer Science, Engineering (Electrical, Software, or Telecommunications), or a related field.
• Have a minimum of 3 - 4 years’ experience with system monitoring, ITSM tools/processes, and working in a customer-facing role.
• Are able to triage and engage with customers and L2/L3 teams for any functional or technical malfunctions faced in production.
• Have experience with monitoring via tools, scripts (shell/Perl), and email alerts.
• Have experience working with Unix/Linux basics and databases such as Oracle or MySQL.
• Are great communicators, both verbally and in writing, including strong reporting skills and proficiency in PowerPoint.
• Can communicate issues meaningfully to stakeholders at different levels, including those with less technical knowledge.
• Are willing to work standard business hours with on-call duties outside of hours on a rotation basis.