Transaction Support Analyst 1

Johnson Service Group, Inc.; Atlanta, Mountain Brook (GA, AL); Hybrid; USD 55,000 - 83,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Weekly pay

Job summary

Johnson Service Group, Inc. in Atlanta, GA seeks a Transaction Support Analyst for a contract role. The SME will manage billing and customer communications for Expanded Markets, lead UAT for system enhancements, and collaborate with Regulatory, Legal, IT Support and Marketing to ensure clear impacts before release.

The role requires strong SQL analytics, pricing verification, and process improvement recommendations. A proactive learner with interest in AI tools to boost efficiency is essential.

Qualifications

• Bachelor’s degree or 5+ years of applicable experience in consumer services, billing, system operations, or B2C.
• Strong communication skills and ability to work with multiple teams.
• Proven ability to analyze data, identify root causes, and implement improvements.

Responsibilities

• Owns UAT testing for Expanded Markets billing system and related pricing changes.
• Identifies issues in billing, pricing or letters by running SQL queries and tracing root causes.
• Supports monthly pricing processes and verifies correct implementation of pricing/promotions.
• Acts as SME for regulatory, legal and marketing requirements across Expanded Market letters.

Skills

SQL queries

Billing analysis

UAT testing

Pricing knowledge

Communication skills

Project management

Education

Bachelor’s degree

Tools

SQL Server

Copilot

Teams

Excel

Job description

Johnson Service Group (JSG) is a nationally recognized professional staffing and recruiting firm that is currently looking for a degreed and/or experienced Transaction Support Analyst to fill a contract position in Atlanta, GA.

Job Summary

The primary objective of this role is to serve as a Subject Matter Expert (SME) in daily operations for assigned retail natural gas markets across multiple states. Responsibilities include mastering standard operating procedures, system processes, and regulatory requirements for each market. The incumbent will lead efforts to monitor, identify, and resolve billing and customer communication exceptions, ensuring compliance and timely correction of system issues. This position acts as the owner of User Acceptance Testing for system enhancements and defects, collaborating closely with Regulatory, Legal, Customer Operations, IT Support, and Marketing teams to ensure shared understanding of system changes and their impacts prior to release. Additional duties include supporting monthly pricing processes, verifying accurate implementation of pricing and promotion codes, and recommending process improvements. The role requires the ability to analyze system concerns using SQL queries, quantify issues, and propose system enhancements. A strong aptitude for learning and recommending AI tools to improve operational efficiency is essential.

Job Responsibilities

Functional Expertise:

Aligns closely with Regulatory, Legal and Marketing to support all Expanded Market letter requirements while also performing a quarterly audit that ensures all letter content, setup and state requirements are met. Monitors billing and error handling for the Expanded Markets; proactively resolving any billing or error issues by running SQL queries and determining the extent of the issue. Supports UAT Testing efforts for the Expanded Markets billing system. Supports all pricing and promo code set up in the Expanded Markets while also ensuring that any issues with pricing or promo codes are actively researched and corrected as soon as possible. Performs a letter audit to ensure that content, layout, mailing timelines as well as all state regulations are being met. Reviews daily system generated reports to ensure that all applicable IT functions are working as designed. Participates as a SME in Expanded Markets projects by working with the Project Managers in requirements gathering, design, testing and implementation of system enhancement projects. Supports the Consumer Relations and Customer Care teams by investigating any billing or letter concerns. Serves as reporting liaison for the Expanded Markets System reporting and data requests.

Business Acumen

Ensures that all SOP (Standard Operating Procedures) are kept up to date by continuously reviewing content and making updates based on system enhancements and project implementations. Identifies root causes for billing errors and exceptions. Manages the print vendor relationships for Customer Operations.

Engagement

Liaises with the Marketing Team to coordinate rate updates, monthly billing, promo code updates and any pricing update requests. Works with subsidiary company personnel to develop and launch new customer operations processes and process improvements. Liaises with Vendor and LDC personnel and subsidiary company business owners to gather and document requirements for operational changes in the Expanded Markets. Liaises with subsidiary company business owners to gather and document requirements for deploying system enhancements in the Expanded Markets. Works with subsidiary company personnel to develop and launch new customer operations processes and process improvements. Liaises with marketing team to ensure all promotion codes are set up in applicable systems timely and accurately. Supports the subsidiary company Customer Service Support rewards and recognition program.

Driving Results

Gathers and analyzes data from multiple sources to identify and implement new processes and process improvements in billing and Customer Service Support operations for the Expanded Markets. Creates project plans with controls, milestones and checkpoints for system implementation projects.

Qualifications

Education, Certifications/Licenses: Required: Bachelor’s degree or 5+ years of applicable experience Related Work Experience: Required: 5+ years of experience in consumer services, billing, system operations, or business to consumer (B2C) Preferred: Retail utility experience Natural Gas Marketer/Supplier experience Specific Skills & Knowledge: Required: Ability to work independently under moderate supervision; ability to also operate effectively as a team player, even if located remotely Exceptional verbal and written communication skills; ability to communicate positively and professionally with customers, coworkers and vendors Strong relationship management skills Strong organizational and problem resolution skills Strong project management skills Ability to coordinate and manage multiple tasks with sensitive timelines Ability to perform metrics creation, implementation, tracking and reporting for operational departments Ability to conduct trending and analysis to identify root causes and possible solutions Computer literate; strong knowledge of Microsoft Office, Outlook, Word, Excel, PowerPoint, SQL Preferred: Strong knowledge of Teams and Copilot Advanced database knowledge (e.g. developing and executing SQL statements, importing data, etc.)

Working Conditions/Physical Requirements

The incumbent works in an office environment, with a hybrid schedule, on-site 4 days per week and subject to change per business needs. This position may require some bending, lifting, climbing, prolonged sitting, prolonged walking, walking on gravel or crawling when necessary.

JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

D#650 #L1-LM1