CE Business Solutions Specialist I

Job Title: CE Business Solutions Specialist
Location: Tampa, FL
Duration: 6 Months (with potential for permanent placement)
Shift: M-F 8-5 w/ rotation of 7 AM & 6 PM
 
Position Summary:

• The CE Business Solutions Specialist supports customer service operations through the effective use of technology solutions.
• The role involves incident triage, testing, requirements gathering, production support, and enhancement delivery.
• Depending on level (Specialist I or II), the position ranges from entry-level with close supervision to more independent responsibility for managing incidents, requests, and solution enhancements.

 
Key Responsibilities:
Incident and Request Management

• Perform triage, assessment, and prioritization of incidents and requests.
• Liaise with business users and technology support teams to drive resolution.
• Ensure ServiceNow (or Service One) incidents and requests are reviewed, updated, and closed.
• Support business area ownership of diagnostic and resolution processes.

Solution Development and Testing

• Participate in requirements gathering, test case creation, and user acceptance testing (UAT).
• Support testing and delivery of system enhancements.
• Develop, maintain, and review documentation (process flows, interfaces, test plans, test results).

Business and System Knowledge

• Build knowledge of assigned functional areas and demonstrate understanding of solution integration across CRB and related systems.
• Participate in impact assessments of modifications, upgrades, and enhancements.
• Develop understanding of business and technical master data models and data governance reporting.

Business Partnership

• Engage with business stakeholders to support process understanding and adoption.
• Evaluate outcomes and identify opportunities for process improvement.
• Support alignment with business operations, policies, and regulatory guidelines.

Project & Delivery Support

• Contribute to solution roadmaps and strategy discussions.
• Support project coordination, forecasting, and delivery under Agile and Waterfall methodologies.
• Provide production support in a fast-paced environment with multiple stakeholders.

 
Qualification Education:

• Required (Specialist I): High School diploma or equivalent.
• Preferred (Specialist I): Associate’s or Bachelor’s degree in Business Management or related field (Accounting, Communications, Mathematics, Computer Information Systems, Engineering, etc.).
• Required (Specialist II): Associate’s degree in Business Management or related field.
• Preferred (Specialist II): Bachelor’s degree in Business Management or related field.

 
Experience

• Required:
  • Minimum of 2 years direct work experience supporting customer service operations through technology solutions.
  • Experience with requirements gathering, UAT test case creation, and SDLC delivery.
• Preferred:
  • Experience with SAP CRMB/IS-U solution (customer service, billing and rates, finance and credit, or device management).
  • Familiarity with ServiceNow (Service One), Smartsheet, and SAP billing functions.
  • Project coordination or project management in a technology-enabled customer service environment.
  • Production support experience in a fast-paced, multi-stakeholder environment.

 
Knowledge, Skills & Abilities (KSA)

• Conceptual knowledge of defined business processes.
• Strong verbal, written, organizational, analytical, and interpersonal skills.
• Ability to work collaboratively in a dynamic, team-oriented environment.
• Competency for continual knowledge development.
• Proficiency with MS Office Suite.
• Familiarity with Agile and Waterfall methodologies.