Data Ops Support Analyst — Billing & CRM Specialist (Hybrid)

Energy Services Group, LLC.; Chorley; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Energy Services Group, LLC. in Chorley is seeking a Data Ops Application Support Analyst to provide second line functional support for the billing/CRM platform while working within a hybrid office/home model.

You will investigate billing issues, perform data fixes with SQL, and collaborate with operations and engineering to resolve incidents efficiently. Strong communication and problem-solving skills are essential.

Qualifications

• Knowledge and experience in application support & functional support.
• Knowledge and experience of working with complex energy billing platforms, billing data and operational processes.
• Knowledge and experience of Customer Support.
• Knowledge and experience of SQL Databases.
• Strong attention to detail.
• Strong problem solving and analytical skills.
• Excellent written and oral communications.
• Excellent Customer Service skills including Customer-Facing activity.
• Experience working with ticketing or incident management tools.

Responsibilities

• Provide second line support for CRM / Billing system incidents and queries.
• Investigate and resolve a wide range of issues including billing issues/errors, pricing, tariffs and contracts.
• Perform complex data fixes using SQL and internal tools; take ownership of issues.
• Determine root cause by distinguishing between process, data, configuration and system defects.
• Escalate defects to Product Owners and engineering using JIRA with clear impact and steps.
• Identify recurring issues and contribute to problem management activities.
• Support in ticket review and analysis, helping 1st line resolution of repeatable fixes.
• Transfer knowledge and understanding of problems across teams.
• Act as a key contact for operations, engineering and client-facing teams.
• Explain billing outcomes and system behavior to non-technical stakeholders.
• Support complex client queries requiring in-depth system or process understanding.
• Take ownership of incidents through to resolution with clear client updates.
• Document problems and resolutions for future reference.
• Understand change control processes and quality assurance responsibilities.
• Support continuous improvement of billing processes and system usage.
• Broader application support activities as needed.

Skills

SQL databases

Customer service

Incident management

Attention to detail

Problem solving

Communication

Ticketing systems

Tools

PowerShell

AWS

Argo

MySQL

Grafana

JIRA

Job description

Energy Services Group, LLC. in Chorley is seeking a Data Ops Application Support Analyst to provide second line functional support for the billing/CRM platform while working within a hybrid office/home model.

You will investigate billing issues, perform data fixes with SQL, and collaborate with operations and engineering to resolve incidents efficiently. Strong communication and problem-solving skills are essential.