Systems Support Analyst - CIS Support

The System Support Analyst is responsible for supporting our business and IT partners with Customer Systems. They will monitor incidents, intakes and inquiries from various business units and analyze, troubleshoot, and potentially identify opportunities for improvement. They will serve as the liaison between business resources, IT and third-party vendors to understand issues and enhancement requests and recommend solutions. They will collaborate with project teams to develop technical requirements for our customer website, IVA, customer notifications, Oracle Customer Care and Billing (CC&B), Oracle Meter Data Management (MDM) and other customer systems. They will provide subject matter expertise and support testing efforts for customer projects. They will also be responsible for configuration changes in CC&B and MDM.

With limited direct supervision, the System Support Analyst must be able to work with evolving technology and multiple business units to resolve issues, implement new systems and enhance existing systems with minimal impact to both our internal and external customers. They must have the ability to understand business processes and how those processes are applied to and impacted by our customer systems.

Education and Experience :

Analyst I / II-

Requires a high school diploma or GED. Requires 0-4 years of relevant experience. Relevant experience includes, using / testing applications software (such as CC&B, MDM, IVA and website) and familiarity with customer service, billing, credit & collections, or field service business processes (Customer Operations).

Sr Analyst-

Requires a high school diploma or GED. Requires five years of relevant experience. Relevant experience includes, using / testing applications software (such as CC&B, MDM, IVA and website) or familiarity with customer service, billing, credit & collections, field service business processes (Customer Operations), and prior experience working on projects, including defining requirements, test case definition, test execution or project management.

Lead Analyst-

Prefer a Bachelor’s degree in business or information technology. Requires a high school diploma or GED. Requires eight years of relevant experience. Relevant experience includes, using / testing applications software (such as CC&B, MDM, IVA and website) or familiarity with customer service, billing, credit & collections, field service business processes (Customer Operations). Requires prior project leadership or supervisor experience. Prior experience as Business SME, Tester or project role supporting the Oracle CCB application.

Skills, Knowledge, and Abilities :

• Good written and verbal communication skills and the ability to clearly explain issues and solutions to technical and non-technical stakeholders.
• Good organizational skills and the ability to multi-task and work under pressure and time constraints.
• Knowledge of industry and customer standards and willingness to keep up to date with technical and industry developments.
• Ability to analyze issues and identify solutions, good problem-solving skills.
• Computer skill and experience, including proficiency with Microsoft Office tools (Excel, Power Point, etc.) and SQL.
• Strong interpersonal skills and ability to resolve problems in a professional manner.
• Ability to make and test configuration changes.
• Ability to test code changes.
• Ability to create test plans, execute test cases and support testing efforts.
• Must have the ability to perform the physical activities of the job.
• Candidate should possess a progressive, dynamic attitude toward solving problems and working with other team members.
• Must be able to handle confidential information appropriately.
• Must be able to conceptualize, handle multiple priorities, and apply tact, diplomacy, reason, and logic.

Working Conditions :

Licenses, Certifications, Bonding and / or Testing Required : None

Evergy has a clear mission – To empower a better future. Evergy chooses to live this mission by valuing People First. We know that to lead the responsible energy transition and provide affordable, reliable, and sustainable service to our customers and communities, we need a team with a variety of backgrounds, perspectives and skills. We are committed to building a team where everyone – regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status – has a voice and can bring their best every day. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.

Disclaimer : The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.