Customer Analyst

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POST DATE 9/14/2016
END DATE 11/5/2016

CSG Systems, Inc. Omaha, NE

Omaha, NE
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #


11264 Customer Analyst (Open)

Position Type:

Full time




SBU - Charter

Position Details:

Essential Job Responsibilities:

* Acts as liaison between technical and non-technical departments within CSG as well as our clients in order to ensure all operational needs are met.

* Track business processes, document critical requirements, details, and resolution and communicate status to internal and the customer teams.

* Analyzes business process operations to determine opportunities to automate processes and functions.

* Assist customers with day-to-day support and maintenance of CSG Core Applications, including but not limited to ACSR, CCS, PC-OFM (BCE and ESE), ACSR Voice, Vantage, Workforce Express, Addressable Interfaces, and Equipment Projects.

* Assist with issue management, recovery management, new functionality deployment, product optimization, pre-release testing, client education and post implementation support.

* Assist customers and answer questions regarding CSG products, services, policies and procedures. Establish partnership with client, issue resolution, product optimization, client education, and client communications.

* Creates and executes project work plans and revises, as appropriate, to meet changing needs and requirements. Identifies resources needed and assigns individual responsibilities.

* Manages day-to-day operational aspects of a project and scope. Reviews deliverables prepared by team before passing to client. Effectively applies our methodology and enforces project standards. Prepares for engagement reviews and quality assurance procedures.

Minimum Requirements:


* Bachelor's Degree and/or the equivalent work experience in a business analytical and/or project management position with an understanding of software development methodologies/processes, design, implementation, and documentation

* Strong issue management and project management skills.

* Ability to communicate effectively verbally and in writing to non-technical and technical clients.

* Ability to work under pressure, meet deadlines, and handle multiple projects simultaneously.

* Demonstrated knowledge of the Telecommunications industry and related OSS/BSS products highly preferred.

* Strong customer facing and organizational skills, with the ability to build relationships with all levels of the organization.

* Ability to take charge and deliver on results; especially in emergency situations.

* Ability to work 24x7 on-call support.