Billing System Analyst I Braga

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Hi, I'm Genevieve Moodley, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

Role overview: Billing System Analyst is the primary Managed Service interface role for incidents/service requests/change requests and event management between CSG and a major Managed Service client. This role ensures effective communication between the client and our solution support and delivery teams for the operation of CSG software. Team members will be responsible for system monitoring and availability, technical incident triage, ticket management and communication.

Responsibilities

• Perform technical incident triage across multiple CSG products, including Ascendon, Xponent, DPM, and Quote and Order.
• Communicate with customers via the ITSM tool, phone, review meetings, and escalation bridges.
• Manage tickets (incidents, service requests, and change requests) through the ITSM tool.
• Monitor and manage SLAs to ensure adherence to contractual requirements.
• Take accountability for alerting and monitoring activities.
• Handle escalated tickets with high priority or those nearing an SLA breach.
• Play an active role in Major Incident Management.
• Produce performance reports for internal and external review.

Qualifications

• Hold a bachelor’s degree in Information Technology, Computer Science, Engineering (Electrical, Software, or Telecommunications), or a related field.
• Have a minimum of 2–3 years’ experience with system monitoring, ITSM tools/processes, and working in a
  - facing role.
• Be able to triage and engage with customers and L2/L3 teams for any functional or technical malfunctions faced in production.
• Have experience with monitoring via tools, scripts (shell/Perl), and email alerts.
• Have experience working with Unix/Linux basics and databases such as Oracle or My
  SQL.
• Are great communicators, both verbally and in writing, including strong reporting skills and proficiency in Power
  Point.
• Can communicate issues meaningfully to stakeholders at different levels, including those with less technical knowledge.
• Are willing to work standard business hours with
  - call duties outside of hours on a rotation basis.
• Work from Home,
  - office, or hybrid

Benefits & Work Environment

• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• Employee Belonging Groups
• And so much more!

Accommodations

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Core values: Impact, Integrity, Inspiration — Always help and empower others, do what’s right for our customers and our people, be bold in our thinking and innovative in our work.

Our Story: CSG empowers companies to build unforgettable experiences, helping brands solve business challenges in today’s digital economy. Learn more about CSG Inclusion & Impact here.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Analyst

Industries

• Telecommunications
• Software Development
• IT Services and IT Consulting

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