Principal Analyst - Customer Supp System

Job Summary

This role provides research, analysis, and system configuration expertise to support billing and retail access operations. The position defines business requirements, develops technology-based solutions, and manages billing rate configuration within enterprise billing platforms. It also coordinates system enhancements through project planning, testing, implementation, and user training while serving as a key liaison between business teams and IT partners.

Key Responsibilities

• Serve as subject matter expert in billing and retail access systems, rate configuration, and supporting technologies.

• Develop and implement billing configuration models to support pricing, regulatory, and operational requirements.

• Administer billing systems including security, configuration, maintenance, upgrades, reporting, and issue resolution.

• Enter and manage billing rates within enterprise billing platforms.

• Partner with business users, IT teams, and vendors to define requirements and resolve system needs.

• Assess impacts of system enhancements on business operations and related applications.

• Anticipate regulatory and business needs and drive process improvements and solution standards.

• Translate business requirements into functional and technical design specifications.

• Create and execute testing strategies including user acceptance testing.

• Mentor team members and provide training to increase system expertise and productivity.

• Identify risks and improvement opportunities in current processes and systems.

• Promote customer-focused service in project delivery and system troubleshooting.

• Support regulatory initiatives and represent the organization at industry events as needed.

Required Qualifications

• Bachelors degree in Business, Computer Science, Mathematics, or a related analytical discipline (Masters degree preferred).

• Minimum of 10 years of experience working with enterprise billing systems in a billing operations environment.

• Strong experience with billing system administration, configuration, reporting, and analysis.

• Proven ability to lead system enhancements, troubleshoot complex issues, and mentor junior team members.

• Experience working across business teams, IT, and system vendors.

• Knowledge of system development life cycle and project management methodologies.

• Excellent communication and stakeholder engagement skills.

Core Competencies

• Continuous improvement mindset

• Initiative and adaptability to change

• Results-driven execution

• Customer-focused approach

• Strong communication and collaboration skills

• Leadership and mentoring capability