Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.
Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.
We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.
Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.
Are you looking for a fantastic career at People's Natural Gas? We have an outstanding opportunity for a Business Analyst II based on the North Shore in Pittsburgh, PA!
The Business Analyst position is responsible for identifying, designing and implementing strategic, regulatory & revenue reporting for Customer Operations & Customer Relations, including identifying requirements for each area.
PRIMARY DUTIES & RESPONSIBILITIES - Customer Operations Analytics:
- Maintains, enhances, and administers reporting capabilities that provide actionable insights for Customer Operations and Customer Programs, including SAP knowledge, Business Warehouse reporting, system scorecards, key performance indicators, and other performance management tools.
- Serves as the analytics and reporting subject matter expert for Peoples Customer Operations and Peoples Customer Programs department. Provides consultation and support for projects, data requests, reporting enhancements, and leadership presentations.
- Collaborates with the Customer Leadership Teams and cross-functional stakeholders to communicate insights, promote best practices, and support consistent, data-informed decision-making.
- Provides functional expertise in data management, data collection, analysis, visualization, distribution, key performance indicator development, departmental goals, regulatory metric and performance metric creation.
- Forecasts and analyzes trends associated with billing revenue, operational performance, and general business activity. Creates, updates, and maintains departmental databases and related applications, including outline additions and deletions and validation of data synchronization with SAP and Business Warehouse.
- Collects and analyzes financial information; monitors progress against regulatory, corporate, and departmental goals; and identifies and escalates issues to management as appropriate.
- Coordinates the preparation and consolidation of annual budget reports, including Capital, Labor, and O&M budgets, as well as the strategic five-year budget plan.
- Serves as a liaison among Customer Operations and Customer Programs Management teams, and Information Technology to address anomalies or issues in system processing.
- Prepares assigned exhibits and schedules for subsidiary board meetings related to Customer Operations activities and performance.
- Performs other duties and responsibilities as assigned.
OTHER DUTIES:
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and responsibilities may change at any time with or without notice.
QUALIFICATIONS:
- Bachelor’s Degree Required
- Minimum of 7 years experience
- Experience in analytics/reporting and forecasting, scheduling and real-time management in a contact center environment with a demonstrated ability to understand and contribute to business strategies, processes, and operations at a leadership level.
- Practical experience of workforce management systems preferred.
KNOWLEDGE, SKILLS & ABILITIES:
- Must be advanced in Microsoft Office (Email, Word, Excel, PowerPoint).
- Creative problem-solving skills, strong organizational skills, ability to prioritize and resolve issues in a fast-paced environment preferred.
- Excellent oral and written communication and presentation skills.
- Ability to think analytically and logically with strong attention to detail for departmental, company and regulatory reporting.
- Build easily digestible data visualizations, dashboards, and reports for Executives, C-suite, and Board of Directors with the ability to communicate findings.
OVERALL PHYSICAL REQUIREMENTS:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
WORKING CONDITIONS:
- Performs office/sedentary work. Occasionally lifts and carries up to 20 pounds. Physical demands include visual acuity‚ hearing and communicating.
- Occasional travel required.
Essential Utilities, Inc., is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.
Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).
To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:
- Family members cannot result in a supervisor/subordinate reporting relationship
- Family members cannot work in the same department.
Skills Required
- Bachelor's degree
- Minimum of 7 years of experience
- Experience in analytics, reporting, forecasting, scheduling, and real-time management in a contact center environment
- Ability to understand and contribute to business strategies, processes, and operations at a leadership level
- Advanced proficiency in Microsoft Office, including Email, Word, Excel, and PowerPoint
- Strong analytical, logical, organizational, problem-solving, communication, presentation, and attention-to-detail skills
- Ability to create data visualizations, dashboards, and reports for executives, C-suite, and boards and communicate findings
- Practical experience with workforce management systems
What We Do
Essential provides natural resources for life. Essential represents an infrastructure company uniquely positioned to have a powerful impact on improving reliability, quality of life and economic prosperity for the communities it serves. We are committed to excellence in proactive infrastructure investment, regulatory expertise, operational efficiency and environmental stewardship. As utility infrastructure experts, we are passionate about responsibly making improvements that strengthen reliability and safety. Integrity, respect, and excellence are the core values that guide us. We put customers at the center of all we do, while creating a culture of trust and safety for employees. We are grounded in a deep-rooted purpose that empowers people to live better lives. Our mission of sustaining life and improving economic prosperity by safely and reliably delivering Earth’s most essential resources to our customers and communities, is one we focus on each and every day
