Position Overview - Billing Process Analyst

Position: Billing Process Analyst
Location: Melbourne CBD, VIC
Industry: Energy & Utilities
Employment Type: Full-Time

About the Organisation

Our client is a leading national organisation within the Energy & Utilities sector, delivering essential services to customers across Australia. With a strong focus on operational excellence, customer experience and continuous improvement, the organisation is undergoing ongoing transformation across its business and technology environments.

An exciting opportunity has become available for an experienced Billing Business Process Analyst to join the team in Melbourne CBD and play a key role in improving billing processes, systems and customer outcomes.

The Opportunity

The Billing Business Process Analyst will be responsible for analysing, documenting and optimising end-to-end billing processes across the organisation. Working closely with business stakeholders, technology teams and operational functions, you will identify process improvements, translate business requirements into practical solutions and support the successful delivery of billing-related initiatives.

This role would suit an experienced Business Process Analyst with strong knowledge of billing operations, ideally gained within the Energy & Utilities, telecommunications, financial services or another complex, high-volume transactional environment.

Key Responsibilities

• Analyse and map current-state and future-state billing processes, identifying opportunities for improvement, automation and efficiency.
• Work closely with business stakeholders to understand billing requirements, pain points and operational challenges.
• Gather, document and translate complex business requirements into clear functional requirements and process specifications.
• Develop detailed process maps, workflows, business requirements and supporting documentation.
• Identify process gaps, inefficiencies, risks and opportunities for continuous improvement across the billing lifecycle.
• Partner with technology and project teams to support the design and implementation of billing system enhancements and process changes.
• Assist with the delivery of business transformation, process improvement and system implementation projects.
• Support the development of business cases and recommendations for process and system improvements.
• Facilitate workshops with stakeholders to define requirements, validate processes and identify opportunities for optimisation.
• Work with business and technology teams to investigate and resolve billing-related issues and process defects.
• Support user acceptance testing (UAT), including test planning, scenario development, execution and defect management.
• Analyse billing data and operational performance to identify trends, root causes and opportunities for improvement.
• Ensure process changes are appropriately documented and communicated to relevant stakeholders.
• Develop and maintain process documentation, standard operating procedures and business requirements.
• Support change management activities and assist stakeholders in adopting new processes and systems.
• Contribute to continuous improvement initiatives that enhance billing accuracy, efficiency and customer outcomes.

About You

To be successful in this role, you will have:

• Proven experience as a Business Process Analyst, Business Analyst or Process Improvement Analyst within a complex operational environment.
• Strong experience working with billing processes and systems, ideally within Energy & Utilities or a similarly regulated, high-volume industry.
• Demonstrated experience analysing and documenting complex end-to-end business processes.
• Strong business requirements gathering and stakeholder management skills.
• Experience translating business needs into clear functional requirements and practical solutions.
• Strong understanding of process mapping and modelling methodologies.
• Experience working across business and technology teams in project or transformation environments.
• Experience with UAT, system testing and implementation of process or system changes.
• Strong analytical and problem-solving capabilities, with the ability to identify root causes and recommend effective solutions.
• Excellent written and verbal communication skills, with the ability to engage stakeholders at all levels.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• A proactive and collaborative approach, with a genuine focus on continuous improvement.

Desirable Experience

• Experience within the Energy & Utilities industry, particularly electricity, gas, water or energy retail.
• Experience working with billing platforms, customer information systems (CIS), CRM or ERP systems.
• Exposure to regulatory, compliance and industry requirements relevant to energy billing.
• Experience with billing transformation, system implementation, migration or integration projects.
• Knowledge of Agile, Waterfall or hybrid project delivery methodologies.