Senior Business Support Specialist (Billing Quality Assurance)

OUC–The Reliable One•Orlando, FL

20d•Hybrid

About The Position

OUC - The Reliable One is seeking a Senior Business Support Specialist (Billing Quality Assurance) to join the Customer Experience & Sales division. This role is for a systems-savvy problem solver who loves connecting data, processes, and people, offering a blend of operational depth and analytical challenge. The specialist will act as a central bridge between billing operations, quality assurance, analysts, trainers, and leadership, ensuring the complex billing ecosystem runs with precision and confidence. The position involves delivering high-quality data validation, operational insights, and reporting using SQL, Excel, Cognos, Power BI, and other enterprise systems. Responsibilities include maintaining and improving tools for billing and rate accuracy, managing annual billing schedules and rate updates, supporting testing and documentation for system changes, monitoring exceptions and revenue-loss scenarios, and serving as a subject-matter partner to translate complex data into clear guidance. Over time, influence will expand into department-wide support, vendor and budget coordination, and broader process-improvement initiatives. The ideal candidate is confident, collaborative, highly adaptable, enjoys untangling complexity, takes ownership, and helps teams perform at their highest level.

Requirements

Bachelor’s degree in Finance, Accounting, Business Administration, Economics or other field related to the area of assignment from an accredited university or college.
Minimum of four (4) years of providing support to business operations, to include one or more of the following responsibilities: Leading projects, programs, and/or teams, Budget/accounting coordination, Financial data research, Developing operational reports, and/or Analysis of business operations
Thorough knowledge of Enterprise resource planning (ERP) software (JD Edwards EnterpriseOne) and specialty software programs used to assemble business operations data in the functional area of assignment (billing, budget, accounting, workforce management, etc.)
Thorough knowledge of Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws
Strong written, oral, and interpersonal communications skills
Ability to analyze business operations and financial data, identify problems/opportunities, interpret policies, and propose solutions
Able to prioritize and coordinate multiple projects to meet deadlines
Able to lead projects/processes and provide related guidance and training to other employees
Understand and apply technical and regulatory knowledge in the functional area of assignment
Develop a variety reports, documents, manuals, and guides for the functional area of assignment
Ability to understand and apply governmental accounting practices in the maintenance of financial records
Ability to make arithmetic computations using whole numbers, fractions and decimals; compute rates, ratios and percentages
Ability to use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.)
Applicants must be legally authorized to work in the United States at the time of application.

Nice To Haves

Utility experience, preferred
Additional experience in the functional area of assignment may be preferred

Responsibilities

Deliver high-quality data validation, operational insights, and reporting using SQL, Excel, Cognos, Power BI, and other enterprise systems
Maintain and improve the tools that keep billing and rate processes accurate, including dashboards, spreadsheets, and ad hoc analysis used across the department
Manage annual billing schedules and rate updates for OUC and key municipal partners, ensuring everything is implemented correctly and on time
Support testing, quality checks, and process documentation for major system changes and cross-functional projects
Monitor exceptions and revenue-loss scenarios, helping protect organizational accuracy and financial integrity
Serve as an advisor and subject-matter partner to analysts, trainers, and leadership, translating complex operational data into clear guidance and decisions
Expand influence into department-wide support, vendor and budget coordination, and broader process-improvement initiatives
Collect, verify, and maintain a variety of departmental program performance, operational, budget, and financial data
Review and research data results, provide recommendations, and prepare related reports for management and/or external entities; provide specialized financial, statistical, and/or technical analysis/reports
Participate in forecasting the department’s operational activities and work volumes; provide related research, recommendations, and/or scheduling of employees and resources
Coordinate the development and/or maintenance of departmental and/or operational budgets; identify and research budget and financial variances
Lead a variety of departmental programs, projects, and activities; respond to internal/external program customers to identify needs and resolve issues; act as a resource for other departments
Lead and/or guide other support employees within the department
Identify and research gaps in departmental programs; identify opportunities and recommend and/or implement improvements
Research and recommend new technologies, programs, and procedures
Maintain and review departmental contracts, documents, policies, and manuals; help to ensure compliance with related regulations and agreements
Participate in coordinating departmental administrative activities, to include, but not limited to: creating purchase orders; approving invoices; coordinating events; and supporting employee management activities
Train staff on programs, procedures, budgeting, and/or department operations
Support operational software and technical applications related to the department
Perform other duties as assigned