Billing Systems Analyst II

The Billing Systems Analyst II is responsible for setting up customer billing, processing data, and generating invoices and reports for Managed Service Customers. This role involves direct customer support via phone and email for billing and application issues, acting as the first level of escalation for production incidents. The analyst will manage customer tickets, ensure compliance with SLAs, deliver product fixes, and work on-call.

Must Have

• Set up customer billing schedules and procedures.
• Process and analyze data, produce invoices and billing reports.
• Schedule monthly activities with internal and external teams.
• Provide direct customer support for billing/application issues.
• Manage customer tickets, escalations, and reporting.
• Ensure ITSM Tool is updated with ticket details.
• Complete business operational activities per contract.
• Follow up on support issues, liaise with development team.
• Understand CSG solution (SingleView).
• Deliver product fixes per internal procedures.
• Ensure compliance with SLAs and OLAs.
• Work flexible hours and be on-call 24/7.
• Bachelor’s degree in computer science or related field.
• 3-5 years experience in documenting support plans and cases.
• Excellent verbal and written communication skills.

Setting up customer’s billing schedules and procedures, processing and analyzing data, producing invoices and billing reports for Managed Service Customers and scheduling monthly activities with both internal and external teams. This position supports Managed Service customers directly by phone and e-mail to address their billing or application questions and issues. The Billing Analyst is the first level of escalation for all production incidents and therefore requires sound problem solving and time management skills. A Billing Analyst may be asked to oversee the production activities of other Billing Analysts when assigned to do so. This role will exercise discretion and independent judgment under general supervision.

What you will be doing:

• Responsible for customer ticket management, customer escalations and customer reporting.
• Ensures ITSM Tool is updated with the latest ticket details at all times.
• Responsible for the completion of business operational activities in line with the customer contract.
• Following up on support issues, which include liaising with the development team.
• Good understand of the CSG solution delivered at the customer (SingleView).
• Delivers product fixes according to internal procedures.
• Ensures compliance with SLAs and OLAs.
• Works in different business times and on-call 24hs / 7 days.

You should have:

• A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
• Knowledge of telecom billing solutions, rating and charging systems, Interconnect Billing.
• 3-5yrs Experience in documenting support plans, support strategy, support cases.
• Able to work in a team or independently and be self-sufficient.
• Experience in telecom OSS/BSS domain.
• Excellent communications skills – both verbal and written. Able to communicate and influence at all levels effectively.
• Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl.
• Experience in any SQL/No-SQL/Oracle database.
• Working knowledge on the Unix and various application configuration and production support.