Business Analyst

The CABS – Cloud Account Billing Support role requires a well-organized, action-oriented team player with exceptional time management and strong written and oral communication skills to drive customer facing support issues in a fast-paced environment.  The role is challenged with solving complex customer billing/account related Issues.  Requires excellent collaboration with team members, Q2C, Sales, AR, key stakeholders and Business Partners to meet the needs of the business as well as that of the customers.
Primary responsibilities include assisting IBM Cloud Clients through the Cases, Phones, and Live Chat Support.  This role encompasses daily client facing interactions related to Account Management and Invoicing inquiries.
Responsibilities:Registration, Activation, Login, and ID
Suspension and Cancellation of Services
User Management, Ownership Changes
General Cloud issues
Cases (IMS/Service Now), Phones, Live Chats
Contract Modification/Support
Account Cancellations
Billing Questions and Disputes (AR, Revenue Services)
Reconciliations/Credits-Refunds
Order Processing
Discounts/Pricing Adjustments
Fraud and Malicious Activity
System Outages (Login and ID)
Tooling and Automation (IMS, Service Now, SAP, BSS Dashboard, CyberSource, CFTS)
Preferred Skills: 
5+ years' experience in Customer Service, Collections or Accounts Receivable
Advanced account reconciliations