Sr. Business Analyst (Customer Operations)
AGL Resources - Atlanta, GA

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About AGL ResourcesAGL Resources (NYSE: GAS) is an Atlanta-based energy services holding company with operations in natural gas distribution, retail operations, wholesale services, midstream operations and cargo shipping. As the nation's largest natural gas-only distributor based on customer count, AGL Resources serves approximately 4.5 million utility customers through its regulated distribution subsidiaries in seven states. The company also serves more than one million retail customers through its SouthStar Energy Services joint venture and Nicor National, which market natural gas and related home services. Other non-utility businesses include asset management for natural gas wholesale customers through Sequent Energy Management, ownership and operation of natural gas storage facilities, and ownership of Tropical Shipping, one of the largest containerized cargo carriers serving the Bahamas and Caribbean region. For more information, visit www.aglresources.com. JOB SUMMARY: The purpose of this position is to manage -- on behalf of SouthStar's Customer Operations team -- all essential steps required to deploy into SouthStar's expanded markets, including support systems and operations integration, related billing and back office operations, invoice reconciliation, and process documentation and improvements. The incumbent in this operations role also serves as service quality owner for expanded markets customer information systems and supports billing and back office operations for expanded markets once implemented. JOB RESPONSIBILITIES: Functional Expertise: Reviews tariffs and other documentation, including transaction data dictionaries, to determine market-specific requirements for expanded markets. Supports systems and operations integration for expanded market acquisitions and implementations.Assists with formalizing, evaluating and establishing business rules, business processes, policies and metrics related to billing and back office for expanded markets.Develops test plans and executes testing for CIS changes for expanded market implementations.Develops reports or monitoring tools to support business operations for expanded markets.Supports expanded markets operations on a going-forward basis once implemented.Implements process and system improvements related to billing and back operations in expanded markets.Performs ad hoc queries/reporting for internal SouthStar business owners including marketing and accounting departments. Gathers requirements, designs, tests, and implements system enhancement projects for the internal CIS.Supports billing and back office operations for existing markets (Georgia, Florida, Origination, Ohio, New York, and Maryland) as needed.Business Acumen: Manages CIS processes for billing and back office operations for expanded markets.Ensures that business rules and service levels are adhered to in expanded markets.Identifies root causes for billing exceptions and other operational issues in expanded markets. Analyzes data from multiple sources to identify and implement process improvements in billing and back office operations for expanded markets.Engagement: Liaises with LDC personnel and SouthStar business owners to gather and document requirements for deploying into expanded markets.Manages transaction vendor to develop and test transaction processing for expanded markets.Works with AGLR's IT resources to deploy all market-specific changes into the internal CIS.Assists other Customer Operations personnel with the creation of customer correspondence and training materials for expanded markets. Works with SouthStar personnel to develop and launch new customer operations processes and process improvements.Driving Results: Creates project plans with controls, milestones and checkpoints for new LDC implementations.Creates project plans with controls, milestones and checkpoints for system enhancements to support existing markets.Provides status reports to SouthStar's expanded markets team.
QUALIFICATIONS: Education, Certifications/Licenses: Required: Bachelor's degree or at least five years of applicable experience Related Work Experience: Required: 5+ years experience in consumer services or B2C, related industry (less may be acceptable)Preferred: Retail utility experience Specific Skills & Knowledge: Required: Advanced database knowledge (e.g. developing and executing SQL statements, importing data, etc.)Advanced experience with Access database developmentStrong project management skillsAbility to successfully coordinate and manage multiple tasks with sensitive timelinesExperience with operational or system requirements gathering (soliciting, documenting and reviewing requirements through to approval with multiple business owners)Exceptional verbal and written communication skills; ability to communicate in a positive and professional manner with customers, coworkers and vendorsStrong relationship management skillsAbility to conduct trending and analysis to identify root causes and possible solutionsAbility to create metrics and to implement, track and report on those metrics for operational departmentsStrong knowledge of Microsoft Office applications, including Project, Visio, Word, Excel, PowerPoint and AccessAbility to work independently, yet operate effectively as a team player, even if working from a remote locationWorking Conditions/Physical Requirements: Infrequent Traveler (0-5% travel): The incumbent may be required to travel on a very limited basis. Trips may require air travel and/or overnight stay away from home for one or more nights.The incumbent works in an office environment.Moderate supervision is required. Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities. AGL Resources is an Equal Employment Opportunity and Affirmative Action employer. We maintain a drug-free workplace.

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AGL Resources brings its resources to customers in seven states through its fleet of utilities. Its Nicor Gas unit has 2.2 million customers...