SAP Analyst - Triage and Rectification

At Thames Water, we deliver 2.6 billion litres of water every day to 16 million customers across a 32,000 km network, ensuring reliable access to essential services. As the UK’s largest water company, we are committed to tackling today’s challenges while building resilience for the future.

We are seeking a SAP Analyst – Triage and Rectification, where you will play a pivotal role to the success of our meter-to-cash processes. Success relies on strong motivation, analytical ability, curiosity, and excellent communication skills. This position requires a subject matter expert capable of delivering process improvements and effectively engaging with stakeholders at all levels.

What you will be doing as a SAP Analyst - Triage and Rectification

The Triage Analyst is responsible for managing incident triage, resolving account issues, and identifying training and coaching needs within key processes. You will provide daily support to our Retail Business teams and help ensure that process knowledge is effectively transferred, with up-to-date documentation rolled out across the business.

This role requires curiosity, strong problem-solving skills, and the ability to identify opportunities for process improvement. You will work closely with the Bill-to-Cash Product team and key stakeholders across Retail Customer Services, Income, and Collections to ensure processes are efficient, accurate, and proactive in addressing customer account issues.

Key responsibilities: 

Define and Run Controls for Payments and Billing

• Collaborate with the Platform Capability team to identify and implement process controls for payments, making account corrections and troubleshooting issues as needed.
• Analyse control data to identify trends and improvement opportunities.
• Work with the Risk and Controls team to ensure the Risk and Control Matrix remains up to date.

Incident Triage

• Review and assess incidents routed from digital support teams to the business triage queue.
• Perform account corrections and identify when system or process changes, or agent coaching and training, are required.

Reporting and Account Management for Overdue and Unbilled Properties

• Support the management of overdue and unbilled properties, both metered and unmeasured, to maintain volumes that meet financial targets.
• Correct accounts and ensure any mass account updates are implemented with appropriate business readiness.
• Identify opportunities for system or process changes, or agent training, where necessary.

Management of Incoming Business Support Queries

• Manage the Business Support email inbox, tracking queries and resolving issues efficiently.
• Identify when system or process improvements, or coaching and training for agents, are required.

Material Updates (MyGuide, Training, and How-To)

• Assist in the timely update of process materials, including MyGuide guidance and training documentation.

What you should bring to the role:

To thrive in this role, the essential criteria you’ll need are:

• Proficient in Microsoft 365 tools, including Excel, Outlook, PowerPoint, and Word.
• Excellent understanding of end-to-end metering, billing and Finance processes.
• Exposure to SAP Utilities.
• Proven experience in a comparable role, demonstrating relevant skills and responsibilities.
• Strong collaboration and communication abilities, with confidence engaging stakeholders at all levels, including senior leadership.
• Exceptional attention to detail, paired with effective organisational and prioritisation skills to manage competing demands.
• Personable and approachable, with excellent interpersonal skills and the ability to build strong relationships across all areas of the business.
• Capable of analysing and interpreting large, complex data sets.

Location: Hybrid - Walnut Court - SN2 8BN.

Hours: 36 hours per week, Monday to Friday.

What’s in it for you?

• Offering a salary from £30,585 - £38,230 per annum, depending on skills and experience.
• Annual leave: 26 days holiday per year increasing to 30 with the length of service. (plus bank holidays)
• Performance-related pay plan directly linked to both company and individual performance measures and targets.
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.