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LUCELEC - Customer Information System (CIS) Support Officer



An opportunity exists within the Customer Service Department, Sans Souci, to fill the position of: Customer Information System (CIS) Support Officer The CIS Support Officer will be accountable to the CIS Support Supervisor, with the primary responsibility to assist in the management of the operational health of the Customer Information System (CIS) and provide support for the implementation of new functionality, in support of the Company's business operations. Some of the primary responsibilities of this role include, but will not be limited to:

  • Address issues/incidents stemming from the periodic review of the Operational Health of the Customer Information System (CIS) in the following areas: Customer Service, Billing, Payments, Collections, Field Services, and Issue Management, as well as forward problems, issues or anomalies to the relevant sections/departments for action.

  • Provide assistance to user departments, in troubleshooting and researching application errors. This may include researching possible solutions, through vendor support.

  • Assist with the management and maintenance of the Customer Information System (CIS) Help Desk.

  • Monitor and respond to assigned Customer Information System (CIS) Help Desk cases, meeting documented performance criteria.

  • Create and maintain a repository of Customer Information System (CIS) Support documents.

  • Conduct low-level testing and validation of updates, releases and patches, in accordance with the approved testing procedure.

  • Perform low-level configuration changes, in accordance with the approved Change Control procedure.

  • Revise existing Customer Information System (CIS) business processes, in response to new functionality or as appropriate.

  • Maintain and update business processes, for all functional areas of the Customer Service Department ,for approval by stakeholders.

  • Conduct end-user training on new functionality stemming from patches, releases and updates, where required.

  • Assist in the provision of support services to customers, via the MyAccount platform.

  • Assist in the delivery of CIS-intensive projects (e.g. significant patch releases, new functionality and interfaces) by ensuring timeliness and execution of key assigned activities, to meet production and project deadlines.

  • Assist with the basic running and testing of bill XML and forward issues to bill print vendor and/or CIS vendor, for action.

  • Perform any other job-related duties, as may be assigned.

The ideal candidate must possess: Education & Experience:

  • An Associates Degree in Management, Business Administration, Information Systems or related area of study, plus three to five (3-5) years related CIS experience.

Knowledge of:

  • Basic system configuration knowledge and experience.

  • Knowledge of and working experience with the following software: MS Office, MS Visio, MS Project.

  • Business process and functional knowledge: communication, functional and system knowledge.

Skills & Ability:

  • Ability to analyse data or situations, employing root cause analysis and propose quality solutions.

  • Must be focused, self driven and demonstrate strong skills in scenario development and impact analysis in conducting thorough testing activities.

  • Ability to provide consultation and/or expert advice or testimony.

  • Basic Project Management Skills.

  • Ability to organise and prioritise tasks and activities, in order to meet multiple deadlines.

  • Must be able to create training materials and conduct end-user training, at the individual and group level.

  • Ability to work independently and in a team/project-oriented environment.

  • Passion for the customer: internal and external, and for delivering high quality work.

  • Strong interpersonal skills.

APPLICATION If, after reading the above, you believe that you are the ideal candidate, we would like to hear from you. Please submit your application by sending a cover letter and resume addressed to our: Senior Human Resources Manager, on our career portal at https://lucelec.catsone.com/careers Deadline for receipt of applications - Friday, August 6, 2021.

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