Senior Business Support Specialist

OUC • Orlando, FL

2d • Hybrid

About The Position

OUC - The Reliable One is seeking a Senior Business Support Specialist to join the Customer Experience & Sales division. This role serves 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 data validation, operational insights, reporting, maintaining tools for billing and rate processes, managing annual billing schedules and rate updates, supporting system changes and projects, monitoring exceptions and revenue-loss scenarios, and acting as an advisor to various teams. The role requires a systems-savvy problem solver who can connect data, processes, and people, with the ability to analyze detailed data and see operational patterns. Over time, the influence will expand into department-wide support, vendor and budget coordination, and broader process-improvement initiatives.

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.
• This organization does not offer or sponsor employment visas for internship or full-time positions.

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.
• 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.

Benefits

• Competitive compensation
• Low-cost medical, dental, and vision benefits
• Paid life insurance premiums with no probationary period.
• Retirement benefits include a cash balance account with employer matching along with a health reimbursement account.
• Paid vacation, holidays, and sick time.
• Educational and Professional assistance programs.
• Paid Memberships in Professional Associations.
• Access to workout facilities at each location.
• Paid Conference and Training Opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior