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Good morning! I hope and trust that you have been well. We are ready to start interviewing for some long term BA type roles. Please see completed details below. If you have any available consultants please let me know. Communication and experience with customer care applications are 2 most important points. Utilities experience a big plus. ***Please note the client is a "utilities" company. So anyone having experience with utilities companies like water or electric is a huge plus. Even someone who worked for Comcast or Verizon would sort of be relatable industry. ***Please note the available rate is $45.00/hr on a C2C. At the end of the day, I'm just looking for a business analyst with good communication skills and who has experience supporting customer care applications. ***Please also note that F2F interview is required. The client will pay for this if they get far enough in the process. Customer Care Solution Analyst Location: Dover, DE (travel required) Duration: 2-3 year contract Client industry: Utilities Company Rate: 45/hr C2C Max Interview method: F2F interview required (client will pay) General Description: This position is responsible for assisting in providing Customer Care Solutions that enhance the Customer Experience and positions the company for future growth and initiatives. The Solutions Analyst will assist the Solutions Team with the administration of Customer Care applications, analyzing processes and data, reporting, and documentation. This position will also work with application users, vendors, and all levels of management to proactively provide solutions while creating standardization within the organization when possible Primary Responsibilities: - Assists Solutions Team with the administration of software applications utilized within Customer Care. - Develops, documents and modifies software solutions and specifications throughout the production life cycle. - Responds to product application support questions. - Responds proactively to both business and project issues and escalates appropriately. - Analyzes problems with software applications and recommends corrective action. - Directs and participates in task groups responsible for the evaluation, selection and implementation of existing and new software applications and solutions to support customer requirements. - Recommends efficient, cost effective solutions which support client business processes and functional requirements. - Provides advice and direction to internal and external customers to ensure that the corporate business requirements and standards are appropriately defined and that an enhancement or project is warranted and will maintain a centralized, standard approach. - Coordinates and may lead cross-functional task forces to identify and document functional or reporting requirements, work flow, information sources and distribution paths, and system specifications. - Develops Reports and/or works closely with report developers in cooperation with business users as well as obtains requirements, provides customer support and participates in end user training sessions as needed. - Independently performs complex troubleshooting, root-cause analysis, solution development, and implement reporting systems to address solutions. - Works with the Solutions Manager to plan user activities and execute User Acceptance Testing (UAT) and /or facilitate continuous testing during projects. Assists with the creation of IS Change Control documentation. Additional Responsibilities: - Collaborates with the Data warehouse team to ensure available data, and provides detailed requirements for any new development deemed necessary. Oversees the development of reports. - Understands and provides data and reports in support of business initiatives and needs. - Provides training on proper documentation and operational standards and measures. - Identifies and corrects reporting and data related problems; escalating as appropriate. - Maintains a solid knowledge base of the functional capabilities of the Customer Care applications and is a Subject Matter Expert in one or more of the following areas: Customer Service, Billing, Accounting, Payments, Collections. - Assists the Solutions Manager in leading, directing, and reviewing all activities associated with delivering solutions and product support. - Responsible for product quality, project timeliness, communicating statuses in a timely manner and enhancing the customer experience. - Serves as functional and business process expert, ensuring that both business needs and end-user needs are understood and reflected in every solution delivered. - Engages business owners and other resources to respond to requests for new applications and/or enhancements. - Establishes and maintains good working relationships with other Company departments, Vendors and organizations outside of the Company. - Is knowledgeable of, supports, promotes and participates in the Company Choice Program. Knowledge and skill requirements: - Strong interpersonal and customer enhancement skills. - Ability to interpret and communicate complex technical information to others. - Ability to handle multiple projects simultaneously while meeting deadlines and goals. - Demonstrates analytical, problem solving, process improvement, and documentation skills. - Demonstrates verbal, written, and presentation communication skills. - Must be organized, detail oriented and have a high level of initiative. - Thrives in a team environment. - Ability to learn new concepts and adapt to current environment. - Possesses a strong technical aptitude to manage projects with minimal supervision. - Proficient in the use of Microsoft Office products. - Ability to interface with internal clients and vendors to define and document requirements for custom developed or vendor software products. - Bachelor's degree in a related business field is required. - Minimum five-seven (5-7 years) experience in related systems development or implementation with progressively more complex responsibilities and accountabilities in a client server environment and/or reporting and process development in Customer Care highly preferred. - Extensive knowledge of utilities business and/or customer support or experience in a highly regulated industry preferred. - Experienced with Business Objects report development highly preferred. - Experienced and skilled in querying from relational databases and be familiar with query tools (SQL, PL/SQL) highly preferred. Ability to work with a flexible schedule and willing to travel at least 40% of the time. Please send the updated resume of the consultant along with the rate, location and contact information. Please make sure the Consultant's skills match the requirement. After reviewing the resume I will contact you if I need more information. Thanks & Regards... *Anand Bandarupally* Direct: *703 879 3453* | Fax: 866 594 4637 StanSource Inc. 22375 Broderick Drive, Suite 135, Dulles, VA 20166 *[email protected]* | www.stansource.com .http://www.inc.com/inc5000/profile/stansource *[image: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email protected]]* *Fastest-growing private companies of US : #445 | IT services : #49 | Washington DC: #*46 We respect your Online Privacy. If you like to receive only hot list please reply Hot-List in subject. 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