Description:
The Oracle CC&B
Functional Analyst is responsible for providing support services for the Oracle
Utilities Customer Care and Billing (CC&B) application, supporting the
Veolia North America businesses in all phases of the ITIL Service Lifecycle model.
As a functional analyst
(not an application developer), this includes working directly with CC&B
application users and management in solving operational problems, designing
solutions within to address business needs, operating routine configuration tasks,
resolving or assisting in the resolution of incidents, conducting and
organizing the delivery of approved business changes and projects, and also
supporting the installation of system patches and/or upgrades.
This position requires
a good understanding of the Company business processes and flows in order to be
able to analyze and develop solutions that fit specific business functions. It
also necessitates a solid expertise with the CC&B application functionalities
to be able to carry out such changes.
PRIMARY DUTIES /
RESPONSIBILITIES
- List essential job
functions; describe in terms of actions (verbs) and desired outcomes in order
of most important first.
-
Foster
a close relationship for collaboration with business users to facilitate
requirements gathering, issue troubleshooting, and general business needs
-
Provide
application recommendations in the usage and configuration of application
functionalities (native or custom) associated to the supported system and/or
functional modules
-
Analyze
and troubleshoot application issues to acceptable resolution state
-
Create
functional design documentation for changes, fixes, and enhancements based on
business requirements, and work with the technical team where development is
needed
-
Execute
Quality Assurance (QA) testing and deliver insight and recommendations into
best practices
-
Coordinate
testing activities within the team and assist with user testing process aimed
to result in user sign-off
- Operate
as a team player, ensuring clear communication within support group and
providing assistance when needed
-
Suggest
application enhancements in the supported functions based on observations and
user feedback.
-
Participate
in the application of patches in the assigned modules in a manner where the
system remains current and continues to successfully deliver the expected
functionality
- Follows
change control process when implementing changes for the supported business
function
-
Builds
familiarity and support the interfaces to and from other systems that impact
the assigned modules
-
Participate
in all phases of project development life cycle
-
Provide
Level 2 support to Batch Operation Team as needed for the resolution of
incidents and ensure proper completion of all critical business automated
processes. May at times require the assistance of a more experienced Analyst or
developer to resolve complex incidents.
-
Monitor
application assigned modules for compliance to IT standards and policies
- Provides
regular status information, ad-hoc reports, and other documents aimed at
keeping track of the support team’s progress.
QUALIFICATIONS
List the minimum
requirements to be considered for this position.
Education / Experience
/ Background
- Bachelor's
Degree in Business (Master’s degree in the same field preferred), Computer
Information Systems, or a related field with 3 years of experience in a
computer science, technology service, or management information systems
environment at a minimum
-
4+
years of experience in Applications implementation or lifecycle development;
demonstrated experience in planning,
documenting, validating and testing technical solutions
-
2+
years of supporting nightly batch operation
-
Knowledge
/ Skills / Abilities
- Proficiency with Oracle CC&B
Application (required - 2 years minimum)
-
Proficiency
with Customer & Field Service modules (preferred)
- Experience
with Mobile Workforce Management integration (preferred)
- Experience
with external customer facing website integration (preferred)
-
Experience
with application upgrades (preferred)
-
Experience
in working within Agile and Waterfall methodologies, and a hybrid of the two
- Experience
with QA testing, ideally leading the functional side of testing
-
Knowledge
of IS Change Control Process
-
Experience
working with offshore resources and coordinating with vendors
- Knowledgeable
in the areas of business covered by the assigned application modules
-
Strong
Communication Skills, both Oral and Writing that result in documented user
requirements
-
Experience
in documenting process, work, user, integration flows
-
Ability
to carry out small to medium complexity projects related to the configuration
of the application supported. May sometimes require the assistance of a more
experienced analyst to complete tasks associated with complex projects
