Business Analyst-Utility Customer Care and CIS

Capgemini JobsCapgemini U.S. LLC is one of the largest management and IT consulting firms in the industry. We offer management and IT consulting services, systems integration, technology development, and design and outsourcing capabilities -- all designed to help businesses continue to implement growth strategies and leverage technology in the new economy.
Capgemini's robust Outsourcing offerings include: Applications Management, Infrastructure Management and Business Process Management. We combine these services with our deep industry knowledge and experience to provide the change agent to accelerate business growth. We generate quality and speed through our proven tools, methods and global centers. These capabilities, coupled with our program management expertise are tailored to fit the most challenging business needs.The organization employs approximately 55,000 people worldwide and reports global provisional revenues of about 5.7 billion euros.This person will be part of a team of subject matter experts (SMEs), whose primary role will be to contribute to the design, testing, and any associated process changes of new CIS systems in a Customer Care environment.
REQUIREMENTS
Knowledge Required:
Minimum two years direct exposure to and mastery of TXU/CGE Customer Care (CC) processes in one or more of the following customer segments: Residential, Construction Services, Large Business Markets, Apartment Services, SMB General Business, with special emphasis on billing, credit/collections, offline services, and service order initiation (applicants should indicate which areas of specialization they have expertise in)General comprehension of call center management requirements (such as agent availability, average handle time, average speed of answer, service levels, QA scores, customer satisifaction) and their dependency on effective system/process designIn-depth understanding of and hands-on experience with existing TXU/CGE CIS systems, including but not limited to Atlas, CIM, and CDXKnowledge of SAP's IS-U and/or CRM applications preferred but not requiredSkills Required:
Ability to review process and technical documentation and provide informal written input on recommended changesAbility to devise, informally document, and execute testing plans for functionality under developmentPerform verbal knowledge transfer to other members of the CGE team during the Go Live processFlexibility and self-motivation to work under strenuous deadline conditions
Mastery of TXU CIS systems and CC processes: Residential Service, Construction Services, Large Business Markets, Apartment Services, SMB General Business, Billing, Credit/Collections, Offline Services, and Service Order InitiationKnowledge of SAP's IS-U and/or CRM applications preferred but not required
Capgemini U.S. LLC and its U.S. affiliates are Equal Employment Opportunity employers. Capgemini conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship, veteran status or any other classification protected by applicable federal, state or local employment discrimination laws.