at Illinois Department of Innovation & Technology in Springfield, Illinois, United States
Job Description
40% Under general direction, serves as the Billing & Performance Reports Analyst for the Department of Innovation & Technology (DoIT):
- Manages data and processes of the network services customer database ensuring accurate and up to date data.
- Performs regular and periodic audits of the data.
- Produces training for new methods and procedures documents for staff using Expense Management System (EMS11) and ServiceNow.
- Serves as the business unit leader working with developers to implement new software and enhancements to existing systems.
- Develops and implements training to staff on how to use customer databases.
- Tests new EMS11 and ServiceNow releases and assists in the rewriting of database release changes.
- Facilitates EMS11 and ServiceNow service requests.
20% Develops, implements, and manages billing processes for network services:
- Tracks billing and performs audits to ensure accuracy.
- Manages E-rate system, documentation, and data including Funding Request Numbers (FRNs), services provided, and the E-Rate annual calendar.
- Processes invoices and initiates and supports customer billing.
- Facilitates and documents credits.
- Secures necessary billing codes for new services and customers.
- Produces billing reports of sales of service of the network.
- Develops reports based on Key Performance Indicators (KPIs) and provides KPI data to leadership.
20% Manages quality assurance functions for network services:
- Develops reports to collect data, performs complex data analysis, researches anomalies, and develops recommendations for improving operations and service to the customer.
- Develops legislative reports, billing reports, and reports on data and statistics of various programs used in support of the network.
- Performs audits on ticket assignments and provides reports to managers and supervisors.
10% Assists network services managers in establishing and implementing long and short-term strategic plans to ensure alignment with Agency strategic initiatives:
- Develops internal workflows and processes.
- Conducts statistical research and prepares reports for management.
- Serves on and coordinates with project teams.
- Provides leadership and coordination of projects and initiatives dealing with customer and network records and related programs.
- Performs complex data analysis and manages work based on approved projects and priorities in support of business strategies to ensure operational goals are consistently being met in an effective and efficient manner.
- Assist in managing content in the knowledge management system
5% Collaborates with other Agency teams and various levels of management and staff in the analysis of systems and processes:
- Works closely with product teams to launch new products and improve existing ones.
5% Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.
