The E-Billing Support Analyst will provide support to the In-Market and Center based Q2C teams in ensuring that eBilling rejections and issues are being identified and addressed on a timely basis.


  • Monitor centralized mailboxes, eBilling status reports and other sources to identify, troubleshoot and route invoice rejections for resolution (if required)
  • Record invoice rejections in ServiceNow to route invoice rejections to the responsible party
  • Update matter maintenance to the client's eBilling vendor systems as required
  • Escalate deviations from standard processes to management to ensure resolution on a timely basis
  • Prepare status reports and reconcile between different data sources where required
  • Evaluate complex situations using experience and multiple sources of information to arrive at the best possible resolution or recommendation
  • Work independently to complete assigned tasks and responsibilities to meet agreed objectives and SLAs
  • Communicate effectively with different audiences (including peers and Center management, in-market business partners and others) in a way that is sensitive to the audience
  • Perform other duties as may be assigned

Skills and Experience:

  • Bachelor's degree preferred in business administration, commerce, finance or related courses
  • Strong prior experience in an eBilling role
  • Sound understanding of commonly used Legal eBilling Vendors
  • Keen attention to details and effective organizational skills
  • Ability to prioritize and handle multiple tasks to meet deadlines
  • Ability to perform at high levels in a fast paced ever-changing work environment and successfully adapt to changing priorities and work demands
  • Strong problem solving and analytical skills
  • Ability to anticipate work needs and follow through with minimum direction, follow up on own initiative
  • Exercise required degree of tact and diplomacy when dealing with others and in handling sensitive issues
  • Flexibility to work a reasonable shifting schedule is required