Analyst I or II, Billing (Systems)

Southern Company • Atlanta, GA

2d • Hybrid

About The Position

The Analyst I or II, Billing (Systems) serves as a subject matter expert in daily operations for assigned retail natural gas markets across Florida, Georgia, Illinois, Michigan, Ohio, and Pennsylvania. The role requires mastery of standard operating procedures, system processes, and regulatory requirements for each market. The analyst monitors, identifies, and resolves billing and customer communication exceptions, correcting bill cycles, rate codes, pricing, and other system errors while ensuring compliance and timely resolution.

The position owns User Acceptance Testing (UAT) for system enhancements and defects, working with Regulatory, Legal, Customer Operations, IT Support, Marketing, project managers, vendors, and business owners to understand system changes and their impacts before release. The analyst also supports monthly pricing processes, verifies pricing and promotion code implementation, investigates billing concerns, analyzes system issues using SQL, quantifies their impact, and recommends system and operational improvements. The role also involves developing and maintaining procedures, supporting reporting needs, managing print vendor relationships, and creating project plans for system implementation work.

The position is based in an office environment with a hybrid schedule: on-site four days per week, subject to change based on business needs. The employer describes a total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees, and health, welfare, and retirement benefits. Additional compensation, such as an incentive program, may also be available subject to applicable plan terms.

Requirements

• Analyst I: Associate degree or 2–4 years of applicable experience required.
• Analyst I: Four years of experience in consumer services, billing, system operations, or business-to-consumer (B2C) work required.
• Analyst II: Bachelor’s degree or five years of applicable experience required.
• Analyst II: Five years of experience in consumer services, billing, system operations, or business-to-consumer (B2C) work required.
• Ability to work independently under moderate supervision and effectively as a team member, 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.
• Analyst II: Natural gas marketer or supplier experience.
• Strong knowledge of Teams and Copilot.
• Advanced database knowledge, including developing and executing SQL statements and importing data.

Responsibilities

• Align with Regulatory, Legal, and Marketing to support Expanded Market letter requirements and conduct quarterly audits of letter content, setup, and state requirements.
• Monitor Expanded Markets billing and error handling, identify and resolve issues, and use SQL queries to determine the extent of problems.
• Support User Acceptance Testing for the Expanded Markets billing system.
• Support Expanded Markets pricing and promotion-code setup, research issues, and ensure corrections are made promptly.
• Audit letters for content, layout, mailing timelines, and compliance with state regulations.
• Review daily system-generated reports to verify that applicable IT functions are working as designed.
• Participate as a subject matter expert in 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 for 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, coordinating with vendors, LDC personnel, and SouthStar business owners.
• Ensure promotion codes are set up in applicable systems accurately and on time.
• Support the SouthStar Customer Service Support rewards and recognition program.
• Gather and analyze data from multiple sources to identify and implement process improvements in billing and Customer Service Support operations.
• Create project plans with controls, milestones, and checkpoints for system implementation projects.

Benefits

• Competitive base salary.
• Annual incentive awards for eligible employees.
• Health, welfare, and retirement benefits designed to support physical, financial, and emotional/social well-being.
• May be eligible for additional compensation, such as an incentive program, subject to applicable plan terms and conditions.

What This Job Offers

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