Principal Analyst - Customer Supp System

Job Summary This role provides research, analysis, and system configuration expertise to support billing and retail access operations. The position defines business requirements, develops technology-based solutions, and manages billing rate configuration within enterprise billing platforms. It also coordinates system enhancements through project planning, testing, implementation, and user training while serving as a key liaison between business teams and IT partners. Key Responsibilities Serve as subject matter expert in billing and retail access systems, rate configuration, and supporting technologies. Develop and implement billing configuration models to support pricing, regulatory, and operational requirements. Administer billing systems including security, configuration, maintenance, upgrades, reporting, and issue resolution. Enter and manage billing rates within enterprise billing platforms. Partner with business users, IT teams, and vendors to define requirements and resolve system needs. Assess impacts of system enhancements on business operations and related applications. Anticipate regulatory and business needs and drive process improvements and solution standards. Translate business requirements into functional and technical design specifications. Create and execute testing strategies including user acceptance testing. Mentor team members and provide training to increase system expertise and productivity. Identify risks and improvement opportunities in current processes and systems. Promote customer-focused service in project delivery and system troubleshooting. Support regulatory initiatives and represent the organization at industry events as needed. Required Qualifications Bachelors degree in Business, Computer Science, Mathematics, or a related analytical discipline (Masters degree preferred). Minimum of 10 years of experience working with enterprise billing systems in a billing operations environment. Strong experience with billing system administration, configuration, reporting, and analysis. Proven ability to lead system enhancements, troubleshoot complex issues, and mentor junior team members. Experience working across business teams, IT, and system vendors. Knowledge of system development life cycle and project management methodologies. Excellent communication and stakeholder engagement skills. Core Competencies Continuous improvement mindset Initiative and adaptability to change Results-driven execution Customer-focused approach Strong communication and collaboration skills Leadership and mentoring capability