CS System End User Support Analyst II or Sr
- Louisville, KY
- Permanent
- Full-time
OverviewServes as subject matter expert for customer service systems (e.g., CCS, TOE, and ancillary systems) processes, and transactions. Analyzes system and process incidents to assist in determining user error, process inconsistencies or referral to Information Technology for code modifications. Acts as the subject matter expert for identified functional areas. Functionally directs on-line support with limited training responsibilities. Updates training programs, documentation, and interim notifications of process changes (i.e., training updates). Demonstrates mastery of skills and extensive subject matter knowledge in carrying out assignments associated with the development, evaluation, and modification of discipline-related process improvements and system function. Assists in development and delivery of training programs as appropriate with guidance from management.#LG&EKU#INDLGE
Responsibilities
- Proactively manage CS employee (CCS, trouble order entry, etc). and customer systems (e.g. customer mobile app, notifications, outage map, etc.) to ensure utilizing best functionality to deliver positive employee and customer experience and incidents are reported in timely manner. Coordinate changes with proper internal resources. Manage system vendor relationships and expectations.
- Monitor outage tools regularly and performs designated outage field work, as needed, during major weather events such as storms, ice, flooding, wildfire, etc.
- Monitor and support customer facing systems (e.g. customer mobile app, notifications, outage map, etc.) and serves as a liaison between internal IT and vendors for the applications.
- Support the CS organization in business initiatives, project management and special projects. Maintain knowledge of CS operations, management skills and techniques, commensurate with the responsibility to ensure processes meet business requirements and to assist trainers in developing and conducting effective, high-quality training.
- Proactively uses data-driven analysis to identify areas of opportunity to increase efficiency and elevate the experience of both internal and external customers.
- Analyzes reports from end users and system data to determine scale of issue reported, root cause, and whether the issue is user error, a malfunction, or configuration.
- Lead initiatives involving internal IT and third-party vendor resources in a variety of capacities including business requirements, process and system design, testing, change management, training and communications.
- • Leads and participates in projects that are related to the assigned Subject Matter Expert areas and provides insight and information around those topics when requested.
- Identifies effective targeted customer communication/notifications to enhance the customer experience and lessen impact on agent assisted volume working closely with Corporate Communications as needed.
- Ensure knowledge base and other reference materials are maintained and incorporate information obtained from a variety of input sources including process/procedure changes and revisions, new regulations, and training effectiveness reports.
- Ensures end users of CS systems are fully supported. Respond to user inquires (e.g., CCS Mailbox) to provide clarity to end users for process, transactional, and customer issues.
- Analyze reports from end users to determine scale of issue reported, root cause, and whether the issue is the result of a malfunction or configuration.
- Create and run reports on both an ad hoc and regular basis and analyzes results to identify process improvements and opportunities.
- Provide account information for training purposes utilizing tools such as Attunity Gold Client to populate needed master and transactional data in SAP CCS, including CRM and ECC.
- Leads system testing to ensure that application enhancements function as designed with no defects.
- Performs other duties as assigned
- Complies with all policies and standards
- Minimum one year of SAP and Customer Services systems experience.
- Five or more year’s significant exposure to new application testing, and a sound understanding of the Customer Services systems requirements is
- Experience with data reporting and analysis as well as root cause analysis.
- Individuals that are highly motivated and possess expert time management and analytical skills are
- Experience with creation of SAP reports and data analysis, process design, and data research reporting