DATE: December 2019
TITLE: CRB Business Solutions Specialist Progression
PERFORMANCE COACH: Manager CE Business Solutions
COMPANY: Tampa Electric Company
DEPARTMENT: Customer Experience
The CRB (Customer Relationship Billing) Business Solutions Specialist is responsible for working with management and operational team members to align “meter to cash” business processes and solutions with organizational strategies to stabilize, support, optimize and improve TECO Energy’s investment in the SAP CRB solution. Collaborates with all areas of the business for the development, standardization and optimization of new or enhanced CRB processes and those of the CRB eco-system solutions. Responsible for working with business partners, program managers and IT developers and professionals to implement business solutions leveraging the CRM/B solution that deliver the customer experience and entire cycle of service. Supports the business use of critical IT technology within the CRB eco-system in a 24X7 environment, participates in technology projects and acts as liaison between IT and business owners, program managers and the business areas using the CRB and eco-system solutions.
This role provides primary, first line triage and functional support for the CRB solution, drives successful integration across all functional modules within the CRB landscape as well as integration with the external eco-system, and serves as the process and SAP CRB/IS-U functional subject matter specialist. Participates in technology projects, and acts as liaison between IT and the operational areas for resolution of issues, testing and implementation of enhancements and upgrades. Possesses a solid understanding of technology and business operations with subject matter expertise in the related business processes, supporting data, systems and vendor relationships. Supports the deliverables required of technology projects. Provides input to operational processes, program strategies, training and to change management for both internal and external stakeholders and participates in governance activities.
ADVANCEMENT IN PROGRESSION
Advancement to a higher level is based on value added to the Company through increased duties, responsibilities, solution expertise growth and accomplishments. Advancement is not automatic, i.e. based solely on time in the job, but will be based on the employee’s performance, qualifications, and the business and/or technical needs of the department
Key Internal: Interacts with all levels of employees and departments throughout the TECO Energy Companies.
Key External: External relationships with vendors, contractors, consultants and other industry specialists
Champions Safety, Health and the Environment
Takes Ownership and Acts with Integrity
Drives Business Excellence for Customers
Builds Collaborative Relationships
Develops People and Teams
Cultivates Innovation and Embraces Change
Thinks Strategically and Exercises Sound Judgment
CRB BUSINESS SOLUTIONS SPECIALIST I
Entry level responsible for incident triage, participating in testing, and resolving low complexity issues while growing knowledge base in the solution. This position performs under general supervision. In order to develop competence, this position will receive training and mentoring from the Manager and Senior Business Solutions Specialist.
PRIMARY DUTIES AND RESPONSIBILITIES
1. Participate in incident and request assessment and prioritization and liaise with business areas and technology support teams for resolution. Ensure Service One incidents and requests are reviewed, updated and closed. (30%)
2. Participate in development and review of solution requirements and review of user test strategies, and support testing and delivery of enhancements. Develop, maintain and review documentation including process flows, interfaces, test plans and results. (25%)
3. Develop business and system knowledge relating to assigned functional areas and demonstrate understanding of the solution and relationships across functional modules and the CRB eco-system integration through successful participation in implementation and use of modifications and enhancements. (20%)
4. Spend time with business partners to support their understanding and use of the processes as defined and evaluate efficiency and success of outcomes to identify opportunities for improvement. And develop an understanding of the business operations, policies and regulatory guidelines affecting them. (15%)
5. Develop an understanding of the business and technical master data models, data governance and reporting. (10%)
Required: High School diploma or equivalency certificate.
Preferred: Associate’s degree or Bachelor’s degree in Business Management or related field (i.e.
Accounting, Communications, Mathematics, Computer Information Systems, Engineering, etc.) from an accredited institution.
Required: Minimum of two (2) years direct work experience performing the Duties & Responsibilities of this position supporting customer service operational use of technology solutions in a regulated utility environment. A college degree from an accredited university may be considered in lieu of one (1) year experience.
Preferred: Experience supporting SAP’s CRMB/IS-U solution in one of the respective functions (customer service, billing and rates, finance and credit or device management).
Required: Conceptual knowledge of defined business processes. Verbal, written, organizational, analytical, presentation and interpersonal skills with the capacity to interact with team members. Ability to work in a collaborative team environment on fast-paced dynamic projects. Demonstrated ability and competency for continual knowledge development. Knowledge of MS Office Suite.
Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.