Analyst I or II, Billing (Systems)

Southern Company • Atlanta, GA

2d • Hybrid

About The Position

The role serves as a subject matter expert in daily operations for assigned retail natural gas markets across multiple states. It requires mastery of each market’s standard operating procedures, system processes, and regulatory requirements, and ownership of monitoring, identifying, and resolving billing and customer communication exceptions. The position corrects bill cycles, rate codes, pricing, and other system issues across SouthStar Energy’s Florida, Georgia, Illinois, Michigan, Ohio, and Pennsylvania retail markets.

The position owns User Acceptance Testing for billing-system enhancements and defects, collaborating with Regulatory, Legal, Customer Operations, IT Support, Marketing, project managers, vendors, local distribution company personnel, and business owners. It supports monthly pricing processes and promotion-code setup, verifies accurate implementation, investigates concerns, and recommends process improvements. The role also analyzes system concerns using SQL queries, quantifies issues, and proposes system enhancements, while learning and recommending AI tools to improve operational efficiency.

The work is performed in an office environment on a hybrid schedule, with on-site work four days per week; the schedule may change based on business needs. The position may be filled at Analyst I or Analyst II level, with differing education and experience requirements for each level.

Requirements

• Analyst I: Associate degree or 2–4 years of applicable experience required; alternatively, the qualifications section lists 4 years of experience in consumer services, billing, system operations, or business-to-consumer work as required related experience.
• Analyst II: Bachelor’s degree or 5 years of applicable experience required; alternatively, the qualifications section lists 5 years of experience in consumer services, billing, system operations, or business-to-consumer work as required related experience.
• Ability to work independently under moderate supervision and effectively as a team player, including when working remotely.
• Exceptional verbal and written communication skills and the ability to communicate positively and professionally with customers, coworkers, and vendors.
• Strong relationship-management, organizational, problem-resolution, and project-management skills.
• Ability to coordinate and manage multiple tasks with sensitive timelines.
• Ability to create, implement, track, and report operational metrics.
• Ability to conduct trending and analysis to identify root causes and possible solutions.
• Computer literacy and strong knowledge of Microsoft Office, Outlook, Word, Excel, PowerPoint, and SQL.

Nice To Haves

• Analyst I: Bachelor’s degree or 4+ years of applicable experience.
• Analyst I: Retail utility experience.
• Analyst II: Master’s degree or 5+ years of applicable experience.
• Analyst II: Retail utility experience and natural gas marketer/supplier experience.
• Strong knowledge of Teams and Copilot.
• Advanced database knowledge, such as developing and executing SQL statements and importing data.

Responsibilities

• Align with Regulatory, Legal, and Marketing on Expanded Market letter requirements and conduct quarterly audits of letter content, setup, and state requirements.
• Monitor billing and error handling in Expanded Markets, proactively investigate and resolve issues, and use SQL queries to determine their scope.
• Support User Acceptance Testing for the Expanded Markets billing system.
• Support pricing and promotion-code setup and research and correct related issues promptly.
• Audit letter content, layout, mailing timelines, and compliance with state regulations.
• Review daily system-generated reports to confirm applicable IT functions are working as designed.
• Serve as a subject matter expert on Expanded Markets projects, supporting requirements gathering, design, testing, and implementation of system enhancements.
• Investigate billing and letter concerns for Consumer Relations and Customer Care teams.
• Serve as the reporting liaison for Expanded Markets system reporting and data requests.
• Keep standard operating procedures current by reviewing and updating them to reflect system enhancements and project implementations.
• Identify root causes of billing errors and exceptions.
• Manage print-vendor relationships for Customer Operations.
• Coordinate rate updates, monthly billing, promotion-code updates, and pricing requests with Marketing.
• Work with SouthStar personnel to develop and launch customer operations processes and improvements.
• Gather and document requirements for operational changes and system enhancements in Expanded Markets, liaising with vendors, LDC personnel, and SouthStar business owners.
• Ensure promotion codes are set up accurately and on time in applicable systems.
• Support the SouthStar Customer Service Support rewards and recognition program.
• Gather and analyze data from multiple sources to identify and implement billing and Customer Service Support operational improvements for Expanded Markets.
• Create project plans with controls, milestones, and checkpoints for system implementation projects.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree