SME supporting various billing systems for Dish in a senior analyst role. This support included, but was not limited to, customer account setup issues, monthly tax processing, product configuration, and support of system processes. In addition, worked with various teams throughout the company to ensure that changes requested by the business are supported by the appropriate billing system. Documented new, and updated outdated, processes and procedures for the team as well as teams outside of IT. Also, vendor manager to our main billing vendor CSG ensured system related issues were resolved in a timely manner, and system requests were completed within contractual SLA's.
- Support monthly enterprise, and weekly business software releases, ensuring that any and all changes required in the main billing system were completed as requested. This also included joining various planning sessions, Scrums, and design sessions for projects that impacted each systems supported.
- Followed the Agile Methodology for all projects supported and tracked work completed in Rally. Work completed was documented with user stories tied to the appropriate IT Features.
- Work with external teams to schedule manual processes as needed to support the business as part of a project or as an ad-hoc request.
- Work hand and hand with billing vendor on a variety projects, issue management and process improvement.
- Document a variety of processes and procedures carried out by the team in order to minimize continual gaps and fallout.
- Work with external teams to start automating current day processes that were extremely manual. Doing this minimized the possibility of human error and sped up the time to completion.
- Implemented new system functionality that has increased company revenue and aided in the retention of customers.
- Created numerous simple to complex SQL queries as part of troubleshooting data issues or to use as part of manual processes my team was responsible for. Also created various adhoc queries to provide customer/table data requested by various business teams.