Job Details

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