Billing & CRM Expert

Job Title Billing & CRM Expert
Sector Operation
Division IT
Department Application Management
Section Revenue System
Unit Billing & CRM
Report To Billing & CRM Manager
Main Job Purpose:
The primary objective of this role is to drive the efficiency, reliability, and advancement of BS Systems (BSS).
This role analyzes operations, resolves technical issues, and enables seamless service delivery. Additionally,
the BSS Expert contributes to strategic initiatives, leads product launch readiness, and provides expert
guidance to align with business goals.
Duties & Responsibilities:
1. Analyze complex customer-facing operations across CRM, billing, order management, and service
platforms to identify performance gaps and improvement opportunities.
2. Diagnose and resolve technical issues within BSS systems to ensure seamless service delivery and
minimal disruption to business operations.
3. Evaluate billing processes and outputs, including invoice generation, bill runs, and receivables, to
ensure accuracy, compliance, and alignment with revenue recognition standards.
4. Create and implement advanced configurations and integrations across BSS platforms, enabling new
features, upgrades, and cross-system interoperability.
5. Develop and present analytical reports and dashboards that provide actionable insights into billing,
activation, and system performance for internal stakeholders.
6. Lead system readiness activities for new product launches, including feasibility assessments,
configuration validation, and cross-functional coordination.

7. Influence planning and execution of strategic initiatives related to BSS architecture, contributing to
long-term system evolution and business alignment.
8. Collaborate with internal teams, vendors, and stakeholders to ensure alignment on system
requirements, issue resolution, and continuous improvement.
9. Collaborate with internal teams and external stakeholders to align on BSS system requirements,
resolve complex issues, and influence planning and execution of business-critical initiatives.
10. Document system configurations, processes, and updates to maintain accurate technical records
and support compliance and audit requirements.
11. Mentor junior team members and provide expert guidance on BSS systems, processes, and best
practices.
Behavioral Competencies:
1. Communication: Clearly and confidently conveys complex ideas to diverse audiences, ensuring
alignment and shared understanding across teams and stakeholders.
2. Collaboration: Builds strong cross-functional relationships, promotes teamwork, and aligns efforts
to achieve shared organizational goals.
3. Complex Problem Solving: Applies expertise and structured analysis to diagnose complex technical
issues, identify root causes, and deliver effective, innovative solutions.
4. Decision Making: Analyzes complex information and risks to make timely, high-impact decisions,
assumes accountability for outcomes, and adapts choices as conditions change.
5. Result Orientation: Focuses on achieving goals and delivering high-quality outcomes and
continuously seeks ways to improve results.
6. Proactivity & Initiative Taking: Anticipates potential challenges or opportunities and takes action
ahead of time. Acts independently to begin tasks or projects without being prompted, showing
ownership and drive.
Technical Competencies:
1. BS Systems Architecture & Integration: Proficient in managing, configuring, and integrating BSS
components such as CRM, billing, invoicing, and order management, with an understanding of
traditional (eTOM) and modern (NGOSS) frameworks.
2. Data Analysis & Visualization: Skilled in analyzing and presenting complex datasets using tools like
Excel, SQL, Tableau, Power BI, or Python, including data mapping and transformation to support
performance optimization.
3. Telecom Environment & Billing Knowledge: Understanding of telecom network fundamentals and
billing systems, including mediation, rating, and CDR analysis.
4. Cloud-Native Technologies: Knowledge of cloud-native architectures and deployment models
relevant to modern BSS environments.
5. Database Management: Proficient in managing and manipulating data within relational and non-
relational databases used in BSS platforms.

6. Project Management Tools: Familiar with tools for planning, tracking, and reporting on system-
related projects, aligned with ITIL and TM Forum service management standards.
7. Documentation & Reporting: Able to create and maintain technical documentation and
performance reports to support compliance, audit readiness, and operational transparency.
Qualifications:
Education A bachelor’s degree in computer science, software engineering, Telecommunications, or a
related field.
Experience 6-8 years of experience specializing in Operations and Support within a Business Support
System (BSS) for a telecommunications company
Certificates
Relevant certifications, such as Microsoft Dynamics 365 (MB910, MB920, PL900)| ITIL
V4| CBAP or equivalent Business Analysis certifications| Power BI or other data analytics
tools| and RedHat Certified Engineer (RHCE) are preferred.
Language Fluency in English (written & spoken).