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Business Analyst

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IBM

16d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Business, Operations & Strategy

AI generated summary

  • You need 3+ years in Customer Service, excellent communication skills, problem-solving ability, MS Suite knowledge, and flexibility for a 24/7 schedule. Some college preferred.
  • You will manage user accounts, handle service modifications, address billing disputes, process orders, and troubleshoot system issues while supporting tooling and automation efforts.

Requirements

  • 3+ years’ experience in Customer Service, Collections/Accounts Receivable
  • Must have excellent phone and written communications skills
  • Must be client focused, and have good problem solving & decision-making skills
  • Must have good knowledge of Microsoft Suite and ability to learn other software systems
  • Ability to work well both with groups and independently in an office setting and Remote
  • Ability to communicate both verbally and written
  • Ability to work on multiple tasks at one time
  • Position requires use of a computer a majority of the day
  • Must be able to sit for prolonged periods of time
  • Level of Education: Some College (Degree Preferred)
  • Must be able to work a flexible work schedule including weekends and holidays (24x7 –365)

Responsibilities

  • Registration, Activation, Login, and ID
  • Suspension and Cancellation of Services
  • User Management, Ownership Changes
  • General Cloud issues
  • Cases (IMS/Service Now), Phones, Live Chats
  • Contract Modification/Support
  • Account Cancellations
  • Billing Questions and Disputes (AR, Revenue Services)
  • Reconciliations/Credits-Refunds
  • Order Processing
  • Discounts/Pricing Adjustments
  • Fraud and Malicious Activity
  • System Outages (Login and ID)
  • Tooling and Automation (IMS, Service Now, SAP, BSS Dashboard, CyberSource, CFTS)

FAQs

What is the primary focus of the Business Analyst role at IBM?

The primary focus of the Business Analyst role is to assist IBM Cloud Clients with customer-facing support issues related to billing and account management, while collaborating with various teams to ensure client satisfaction and effective problem resolution.

What are the key responsibilities of this role?

Key responsibilities include managing registration and account issues, handling billing questions and disputes, providing contract support, processing orders, managing user accounts, and addressing system outages, among other tasks.

What qualifications are required for this position?

Candidates must have at least 3 years of experience in Customer Service, Collections, or Accounts Receivable, possess strong communication skills, and be client-focused with good problem-solving abilities. Some college education is preferred.

How important is collaboration in this role?

Collaboration is essential in this role as it requires working closely with team members, Sales, Accounts Receivable, key stakeholders, and Business Partners to address customer needs effectively.

What tools and systems will I need to be familiar with?

Familiarity with tools such as IMS, Service Now, SAP, and CyberSource, as well as proficiency in the Microsoft Suite, is important.

Are there flexible work schedules available for this position?

Yes, the position requires the ability to work a flexible schedule, including weekends and holidays, as it operates 24/7.

What skills are preferred for a candidate applying for this role?

Preferred skills include over 5 years of experience in customer service or accounts receivable and advanced account reconciliation capabilities.

Will I need to handle complex issues in this role?

Yes, the role involves solving complex customer billing and account-related issues, requiring strong analytical and problem-solving skills.

What does IBM value in its employees?

IBM values innovation, client success, trust, personal responsibility, and a team-focused approach, encouraging employees to engage in continuous learning and growth.

Is there any specific experience required related to cloud services?

While specific experience with cloud services is not explicitly stated, experience related to billing and account management in a cloud environment would be an advantage.

Technology
Industry
10,001+
Employees
1911
Founded Year

Mission & Purpose

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