Functional CCS Analyst (Term)

ATCO Group•Edmonton, AB

4d•Onsite

About The Position

This position plays a pivotal role in supporting our business end users by ensuring the quality and effectiveness of Oracle Customer Cloud Services (CCS), which is a comprehensive customer care, metering, and billing solution designed for the ATCO distribution utilities. The Functional CCS Analyst will play a critical role in ensuring Oracle CCS meets business requirements and delivers a high-quality end user and customer experience. This role involves conducting user acceptance tests, analyzing system requirements, and supporting the implementation of business solutions from inception through to final validation.

Requirements

Two-year diploma in Information Technology or similar field required. Relevant experience will be considered.
Minimum 2 years user acceptance testing experience or 3-5 years related experience in Customer Care, Billing Operations and/or Meter Reading Systems setting.
Demonstrated proficiency with tools used for test management (JIRA, SNOW, and others)
Demonstrated proficiency with business analysis tools and methodologies.
Experience with Agile project management methodologies.
Demonstrated understanding of the energy utility industry including but not limited to industry governance, regulatory requirements, market rules and tariffs.
Proven ability to analyze and interpret data.
Demonstrated ability to use analytical, problem solving, deductive reasoning and decision-making skills to deliver results.
Proven ability to manage competing priorities and work under stringent timelines.
Demonstrated attention to detail.
Proven interpersonal skills to build and maintain strong relationships within the business.
Working knowledge of Microsoft Word, Outlook, Excel, PowerPoint, and SharePoint.
Demonstrated ability to understand and articulate system issues.
Strong written and verbal communication skills.
Proven ability to take initiative and work independently.
Strong commitment to providing excellent customer service

Nice To Haves

Familiarity with Oracle CCS, Oracle Customer to Meter (C2M) or Oracle Customer Care & Billing (CC&B) is an asset, particularly in roles involving implementation or support.
Scripting experience and knowledge will be considered an asset.
Experience with back-office business processes in a vertically integrated utility an asset.

Responsibilities

Create and maintain detailed user acceptance test cases, test scripts, and test plans based on the business requirements.
Work closely and collaborate with Business Support Specialists and other stakeholders to execute required testing, provide business expertise when troubleshooting defects and/or analyzing data.
Execute the identified user acceptance test cases and upload the artefacts in test management tools for audit purposes.
Identify, document, and report defects or issues found during testing and business validation. Validate the defect fix once received by the development team.
Participate in defect triage process along with other stakeholders to identify a root cause or approach for fix.
Stay current and adhere to established business processes and function to aid in identification and resolution of user, process and/or system errors. Provide guidance and support to end users by sharing knowledge of CCS functional design.
Support and participate in process map creation and maintenance activities.
Execute simple data queries provided and/or requested by stakeholders.
Ensure that work deliverables are tracked to ensure efficiency and accuracy against the group’s key performance indicators.
Support rate administration activities by performing timely validations for ATCO Gas, ATCO Electric, and North of 60 companies.