Business Process & Solutions Analyst - FICA

AES US•Indianapolis, IN

About The Position

As AES strives to become the customer first, digital focused, clean energy provider of the future, the success of our customer experience platforms, applications, and programs become critical to our strategic success. The successful business process & solutions analyst will play a pivotal role in owning the Financial Contract Accounting (FICA) processes for AES Indiana and leading the execution and deployment of customer system changes by partnering directly with our local and global digital teams, business stakeholders, and strategic partners to ensure our vision is translated to customer outcomes. In this role, you will be responsible for coordinating with business stakeholders and subject matter experts from meter-to-cash operations as a business process and solutions analyst for PIPP within the AES Indiana Customer Systems team. The Customer Systems team is responsible for implementing strategic and regulatory initiatives in coordination with the digital product owners, collaborating with leadership and other stakeholders to develop the business’ prioritization roadmap for utility transformation initiatives, managing and seeking improvements to business processes across all key functional areas, and engaging the business to ensure adoption or awareness of changes. You will have an important role by acting as a liaison between business end users and the digital support team in defining the business requirements and specifications of the SAP solution through functional design and end-to-end testing. You will be responsible for ensuring production support incidents and change requests are triaged and prioritized appropriately, delivered on time and tested effectively to ensure all business requirements have been met before deployment.

Requirements

Bachelor's degree in business, computer science or other related field or significant CIS experience required
Must have strong computer skills including using Microsoft suite
Analytic and detail-oriented
Excellent verbal and written communications skills
Ability to work independently, prioritize, and meet deadlines
Ability to take ownership of several projects simultaneously
Ability to challenge yourself and learn new skills
Ability to collaborate well with various stakeholders and teams (customer service, digital, metering, regulatory, etc.)

Nice To Haves

Technical understanding of SAP IS-U or similar CIS system(s)
Knowledge of FICA principles and experience with Indiana’s federally funded low-income home energy assistance program (LIHEAP), or a similar low income assistance program in a different jurisdiction
Experience working with personnel to design optimal user experiences
Knowledge of meter-to-cash processes including billing, invoicing and integrations with device and meter data management systems such as SAP Energy Data Management and AMI Head End systems
Experience working with Business Data Exceptions (BDEx) application to improve BPEM resolution
Knowledge of integrations with self-service channels (IVR, web portal, mobile app)
Forward looking with the ability to quickly adapt to changing business needs
Understanding of relevant Indiana regulations and tariffs
Ability to translate business needs, tariffs, and regulations into CIS specifications
Ability to develop documentation related to CIS system and process changes
Ability to mentor others
Two (2) years or more experience in implementing and/or supporting SAP IS-U solutions

Responsibilities

Identify, define, and manage high-level business requirements for system changes, detailed system change specifications, business process designs and procedures
Maintain focus on business outcomes and define the business solutions and structures needed to realize these opportunities
Analyze laws, regulations, tariffs and changing business strategies to find practical solutions to functional Customer Information System (CIS) designs and integrations, focusing on aligning processes across US utilities and using industry standard configuration
Serve as the primary contact to the business community to ensure that its needs are fully understood
Assist with the design of SAP or other product configurations and customizations
Use the business process requirements to drive out application requirements and metrics
Validate the design with all stakeholders to ensure that the design satisfies business requirements
Identify operational impacts of system or process changes, update process flows and prepare communications
Collaborate with other business process & solutions analysts and digital product owners to ensure delivery of a complete end-to-end solution
Provide daily support for business operations including first line of triage for end user issues, service desk incident prioritization and change request backlog maintenance
Perform user acceptance testing for incident resolutions and deployment of change requests
Troubleshoot system problems, identify operational impacts of problems, and recommend risk-adverse and cost-effective solutions
Assist in developing training to educate trainers and end users on performing CIS transactions
Ensure system processes are compliant with laws, regulations, and tariffs
Provide technical analysis of financial data anomalies and other issues related to FICA processes including, but not limited to, credit management, assistance pledges, collections, account maintenance, installment plans, uncollectible accounts receivable, posting and clearing of payments and returns, general ledger accounting, and business process exception management (BPEM)
Gather requirements for ad hoc and recurring reports