Business Process & Solutions Analyst - Customer Service

Location: Indianapolis

** Fortune 500 company
** that's leading the charge in the global energy revolution. With operations spanning
** 14 countries**, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the
** Top Ten Best Workplaces for Innovators
** by Fast Company in 2022. And with our certification as a
** Great Place to Work**, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly
** ranked #1 globally
** in renewable energy sales to corporations, and with **$12.7B in revenues in 2023**, we have the resources and expertise to make a significant impact as we provide electricity to
** 25 million customers worldwide.
** As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as
** 24/7 carbon-free energy
** for data centers, are setting the pace for rapid, global decarbonization.

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.
** JOB DESCRIPTION SUMMARY
** As AES strives to become the customer first, digital focused, clean energy provider of the future, the success of our customer experience platforms, applications, and programs become critical to our strategic success. The successful business process & solutions analyst will play a pivotal role in owning the Customer Service Management (CSM) processes for AES Ohio or AES Indiana and leading the execution and deployment of customer system changes by partnering directly with our local and global digital teams, business stakeholders, and strategic partners to ensure our vision is translated to customer outcomes.
** POSITION SCOPE:
** In this role, you will be responsible for coordinating with business stakeholders and subject matter experts from meter-to-cash operations as a business process and solutions analyst for CSM within the AES Ohio or AES Indiana Customer Systems team. The Customer Systems team is responsible for implementing strategic and regulatory initiatives in coordination with the digital product owners, collaborating with leadership and other stakeholders to develop the business’ prioritization roadmap for utility transformation initiatives, managing and seeking improvements to business processes across all key functional areas, and engaging the business to ensure adoption or awareness of changes.

You will have an important role by acting as a liaison between business end users and the digital support team in defining the business requirements and specifications of the SAP solution through functional design and end-to-end testing.  You will be responsible for ensuring production support incidents and change requests are triaged and prioritized appropriately, delivered on time and tested effectively to ensure all business requirements have been met before deployment.

*
* PRIMARY RESPONSIBILITIES:

*** Identify, define, and manage high-level business requirements for system changes, detailed system change specifications, business process designs and procedures
* Maintain focus on business outcomes and define the business solutions and structures needed to realize these opportunities
* Analyze laws, regulations, tariffs and changing business strategies to find practical solutions to functional Customer Information System (CIS) and Customer Relationship Management (CRM) system designs and integrations, focusing on aligning processes across US utilities and using industry standard configuration
* Serve as the primary contact to the business community to ensure that its needs are fully understood
* Assist with the design of SAP or other product configurations and customizations
* Use the business process requirements to drive out application requirements and metrics
* Validate the design with all stakeholders to ensure that the design satisfies business requirements
* Identify operational impacts of system or process changes, update process flows and prepare communications
* Collaborate with other business process & solutions analysts and digital product owners to ensure delivery of a complete end-to-end solution
* Provide daily support for business operations including first line of triage for end user issues, service desk incident prioritization and change request backlog maintenance
* Perform user acceptance testing for incident resolutions and deployment of change requests
* Troubleshoot system problems, identify operational impacts of problems, and recommend risk-adverse and cost-effective solutions
* Assist in developing training to educate trainers and end users on performing CIS transactions
* Ensure system processes are compliant with laws, regulations, and tariffs
* Gather requirements for ad hoc and…