1053-Is Business Analyst-Senior

Job Description
Project name:
Customer Service Bureau Technology Upgrade
Business and Systems Support Team
Within the Customer Service Bureau, the Business and Systems Support team supports the customer service operations with technology and operational support functions with an emphasis on revenue and billing. Customer operations are run on Oracle Customer care and Billing (CCB), and are in the process of updating to Oracle’s Customer Cloud for utilities (CCS). Functional areas include:
billing, meter data, customer contact information, reports, interfaces, and other functional aspects of Oracle CCS.
The Role
The SFPUC’s Customer Service Bureau (CSB) is looking for a motivated individual to support the Oracle CCS application and it’s integrations. The position will perform and participate in a range of business systems analysis tasks including:
documenting, tracking and assessing common and unique requirements for the CSB;
interviewing users and conducting user workshops;
designing and documenting business requirements into functional specifications;
testing functionalities;
developing training curriculum and business/technical job aids for user system adoption;
and providing user support for on-going troubleshooting, training and system maintenance. The position will interact and coordinate with billing, call center, meter data collection and finance teams.
Essential Functions:
Under general direction, the incumbent is responsible for the following responsibilities, including but not limited to:
Gathering business requirements, diagramming business processes and policies, and performing fit/gap analysis
Linking business processes with the setup and configuration of Oracle CSS
Understanding the processes and methods employed to perform requirements gathering, fit/gap analysis, and test planning
Defining, documenting, and implementing application configuration settings
Performing complex data analysis
Strong understanding of meter to cash operations
Comprehensive understanding of the end-to-end flow from meter data collection to cashiering and bill payment
Collaborate with cross-functional teams, including development, networking, and information technology systems teams on enhancements and projects
Troubleshoot and resolve production system issues by working with various stakeholders, such as the call center, business partners
Perform functional testing by creating, maintaining, and executing test scripts.
Develop and execute Oracle Utilities Testing Accelerator scripts
Proficient with Oracle SQL Developer and Query Manager
Follow the system development lifecycle, internal policies, and procedures
Develop and maintain internal documentation of all system related;
interfaces, configurations, and extensions
Develop job aides to guide PUC users with step-by-step guidance for successful task completion
Advise and train staff and other stakeholders on system features and functions
The 1053 IS Business Analyst-Senior performs other related duties as required.