At a Glance
- Tasks: Provide second line support for CRM/Billing systems and resolve complex issues.
- Company: Innovative software company in Chorley, leading the utility sector.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and quality control.
- Why this job: Join a dynamic team and make a real impact in the energy sector.
- Qualifications: Experience in application support, SQL databases, and excellent problem-solving skills.
The predicted salary is between 30150 - 36850 £ per year.
Department: Service Operations
Reports To: App Support Lead
Work Location: Chorley - Hybrid
Hours of Work: 37.5
Position Type: Full-Time
Rate Type: Salary Grade: 4
SUMMARY
We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients. We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, but during your initial training period the need to be in office with other team members will be essential. The Application Support analyst will be responsible for providing second line functional support for the organisation’s billing/CRM platform.
POSITION RESPONSIBILITIES
- Provide second line support for CRM / Billing system incidents and queries.
- Investigate and resolve a wide range of issues including but not limited to:
- Billing issues/errors in Billing
- Pricing, tariffs and contracts
- Billing exceptions, adjustments and discrepancies
- Operational processes within the CRM / Billing system
- Perform complex data fixes both individually and in bulk using SQL and or internal tools taking ownership of issues where necessary.
- Determine root cause by distinguishing between process errors, data issues, configuration issues and system defects.
- Escalate defects or complex issues to the Product Owners and engineering team using JIRA with clear impact assessment, supporting evidence & reproduction steps.
- Identify recurring issues and contribute to problem management activities.
- Support in ticket review and analysis, supporting 1st line resolution of repeatable fixes.
- Work with other members of staff to ensure transfer of knowledge and understanding of problems, practices and processes.
- Act as a key point of contact for operations, engineering and client facing teams.
- Clearly explain billing outcomes and system behaviour to non-technical stakeholders.
- Support complex client queries requiring in-depth system or process understanding.
- Take ownership of incidents through to resolution, providing clear updates to the client on the help desk tickets.
- Document problems and resolutions for future reference.
- Understand the importance of change control and work within a formal change control system.
- Understand the importance of quality control, to comply with all relevant standards and procedures and participate in quality assurance and control activities.
- Support continuous improvement of billing processes and system usages.
- Broader Application Support activities as and when required.
ABOUT YOU
You must have:
- Knowledge and experience in application support & functional support.
- Knowledge and experience of working with complex energy billing platforms, billing data and operational processes.
- Knowledge and experience of Customer Support.
- Knowledge and experience of SQL Databases.
- Strong attention to detail.
- Strong problem solving and analytical skills.
- Excellent written and oral communications.
- Excellent Customer Service skills including Customer-Facing activity.
- Experience working with ticketing or incident management tools.
Desirable:
- PowerShell
- AWS
- Argo
- MySQL
- Grafana
- ITIL Knowledge
- Energy industry knowledge including complex billing.
Able to demonstrate ESGs key values of:
- Excellence: be accountable to deliver our best.
- Passion: show how much we care each day.
- Integrity: do the right thing when no one is looking.
- Collaboration: work together to succeed together.
ISO AWARENESS
- Follow IMS Policies.
- Reporting of Incidents.
- ISO Responsibilities.
- ISO Staff Awareness.
Data Ops Application Support Analyst in Chorley employer: Energy Services Group, LLC.
As a leading software and services company in Chorley, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel. With a hybrid working policy, you can enjoy the flexibility of balancing office and home work while receiving comprehensive training and support from your team. We are committed to your professional growth, offering opportunities to enhance your skills in application support and customer service within the dynamic utility sector.
Contact Details:
Energy Services Group, LLC. Recruitment Team
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