Customer Systems Analyst

CUSTOMER SYSTEMS ANALYST

JOB SUMMARY

The Customer Systems Analyst is responsible for analyzing business processes, supporting enterprise applications, developing reports and dashboards, administering user access, triaging core business application issues, and helping implement technology solutions that improve operational efficiency, service delivery, and decision-making across the Company.

Under the supervision of the Customer Systems Manager, the Customer Systems Analyst works independently and collaboratively to evaluate business needs, support core utility systems, and translate operational requirements into practical business and technical solutions. The incumbent must maintain a professional image of the Company, prepare clear and accurate documentation, protect confidential information, and be available to work overtime when needed for emergencies, system issues, implementations, or planned assignments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Customer Systems Analyst performs a variety of technical, analytical, and operational support functions, including but not limited to the following:

Customer Information System Administration

• Serve as the primary system Coordinator over licensing and profiles for the Company’s core business applications, including UMAX, Service Link, CCaaS, Sensus, Paymentus Cashiering, InfoSend Outsourcing, and integrated payment processing platforms.
• Develop, maintain, and distribute recurring and ad hoc reports, dashboards, and data visualizations using Power BI, Power BI Report Builder, SQL, and other reporting tools.
• Manage upgrades, enhancements and functionality of the Sensus Meter Reading software programs. 
• Coordinate with departments, management, and third-party vendors during testing, upgrades, implementations, and issue resolution activities.
• Clarify business requirements for system enhancements, reports, and process changes.
• Support user account setup, role assignments, and security access within assigned systems in accordance with Company procedures and internal controls.
• Analyze business processes, identifies workflow inefficiencies, and recommends system or process improvements to increase accuracy, consistency, and productivity.
• Writes SQL queries to extract, validate, and analyze data needed by departments across the Company.
• Manage the Company’s CIS reporting platform
• Monitors data quality, research discrepancies, and works with internal users or vendors to resolve issues affecting reporting or system performance.
• Creates and maintains process documentation, user procedures, reference materials, and training content for Customer Systems and workflows.
• Coordinate and support platform releases, upgrades, testing activities, and configuration migrations across development, testing, and production environments (DEV → TEST → PROD).
• Participates in system testing, validates results, and documents outcomes before implementation of changes or enhancements.
• Prioritizes multiple assignments, exercises independent judgment, and completes work with minimal supervision.

Additional Duties

• Provides user support and troubleshooting assistance related to assigned software applications, reporting tools, and operational processes for CIS issues reported in the Company’s trouble ticket system.
• Performs other duties as assigned or directed by management

EXPERIENCE, SKILLS, KNOWLEDGE AND PHYSICAL REQUIREMENTS

Required

• High school diploma or equivalent, 10+ years experience in data analytics and customer information systems or a degree in business, information systems, computer science, data analytics, or a related field.
• Experience working with enterprise applications, customer information systems, billing systems, meter reading systems, or payment processing platforms is preferred.
• Progressively responsible experience in business analysis, Customer Systems support, utility operations support, reporting, process documentation, or a closely related field.
• Working knowledge of SQL and experience creating reports, dashboards, or data visualizations using Power BI, Power BI Report Builder or similar tools.
• Knowledge of business process mapping, requirements gathering, testing, troubleshooting, and end-user support practices.
• Ability to prepare clear written procedures, technical documentation, and business correspondence.
• Strong analytical, organizational, and problem-solving skills with close attention to detail and accuracy.
• Ability to communicate effectively and maintain productive working relationships with all levels of employees, management, vendors, and external stakeholders.
• Strong written and verbal communication skills, sound judgment, attention to detail, and the ability to work effectively with employees, managers, vendors, and the public.
• Must possess and maintain a valid, appropriate Arizona driver’s license with an acceptable driving record.

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met to successfully perform the essential functions of this position:

• Ability to sit for extended periods while working at a computer workstation.
• Ability to frequently use hands and fingers for keyboarding and operation of office equipment.
• Ability to communicate effectively in person, virtually, and by telephone.
• Ability to occasionally lift and carry office materials weighing up to 15 pounds.
• Ability to perform routine office-related physical activities, including walking, standing, bending, reaching, and stooping as needed.