Job Description

Job Description

General Definition of Work

This position is responsible for analyzing automated systems, including their functionality, performance, and integration with related platforms and core business systems. The incumbent identifies system improvement opportunities to maximize system utilization, enhance functionality, track and resolve issues, and coordinate upgrades and platform migrations to improve the overall customer experience. The position requires a strong aptitude for technology and problem-solving, serving as the subject matter expert and primary resource for employees regarding system processes and performance.

The Business Systems Analyst develops and delivers a full range of professional and technical duties to support business planning, workflow efficiency, and quality improvement initiatives for the assigned department. The role collaborates closely with vendors and end users in other departments to ensure system accuracy, optimization, and alignment with organizational goals. This position operates under minimal supervision, exercising independent judgment and initiative in achieving the departmental and organizational objectives. This position may also perform other duties as assigned. 

• Coordinates assigned projects to support the accurate, efficient, effective, and timely completion of all internal operation workflows for Customer Service and other departments.
• Ensures platform performance as designed for input or interface with various systems, including but not limited to: workflow systems, asset management platforms, AMI, MDMS, CIS, meter reading data uploads, phone system, Customer Portal, GIS, and other systems where applicable.
• Works closely with multiple departments to ensure optimal system performance and data accuracy.
• Acts as the primary vendor liaison. Owns and manages all operational issues through completion with the vendor, while maintaining open communication with affected department(s). 
• Troubleshoots system issues and performs preliminary analysis prior to up-channeling to next-level support or vendor referral. 
• Leads user acceptance testing (UAT) to ensure accuracy and completeness of system updates.
• Coordinates and tracks testing performed by others, ensuring all required testing is completed timely and appropriate.
• Validates and documents system fixes.
• Develops and maintains reports and dashboards on key metrics by collecting, analyzing, and summarizing information and trends for the department. 
• Maintains end-user confidence by addressing concerns related to data integrity, system functionality, and process accuracy. 
• Monitors project progress by tracking activity, resolving problems, publishing progress reports, and recommending corrective actions when needed.
• Provides cost and budgeting inputs for system licensing and maintenance, coordinates statements of work, change orders, and associated project documents.
• Improves system utilization by reviewing current practices, identifying gaps, and recommending enhancements or process modifications.
• Identifies opportunities with end users to improve operations through multiple systems, managing these initiatives from concept through implementation.
• Ensures through proactive communication that project outcomes meet operational needs and organizational goals. 
• Provides training, documentation, and ongoing support to internal staff on new systems, features, procedures, and processes.
• Partners closely with all departments to maintain and regularly update policies, procedures, and system processes, ensuring accuracy and alignment with organizational standards. 
• Develops solutions to enhance or expand efficiency via multiple internal platforms.
• Provides technical advice, coaching, and guidance to facilitate maximum system utilization.
• Conducts related end-user training and briefings across multiple departments on new systems and features, along with documenting new procedures as needed per the department. 

• Thorough knowledge and understanding of internal systems utilized by multiple departments.
• Must have a strong aptitude for learning and utilizing technological platforms, along with analytical and problem-solving skills.
• Must be able to work well with end users, employees, and managers at all levels.
• Must be able to effectively communicate orally and in writing.
• Must have strong organizational skills with the ability to effectively manage and oversee multiple complex technical projects.
• Prefer ability to query, execute, and develop scripts and data extracts in MS SQL, strong knowledge of MS Server, virtual machine environments, patching update protocols, and a foundational knowledge in cybersecurity.
• A working knowledge of database management, API integration, and system interconnectivity across multiple platforms is needed.
• Advanced working knowledge of Microsoft Suite products.
• Knowledge of accounting, computer desktop/network, and applying technology principles in a business environment is a must.

• Bachelor’s degree from an accredited college or university in Business Administration, Information Technology or a closely related field.
• Demonstrated project management skills are needed. Microsoft SQL database experience required.
• Prefer at least 3 years of experience in the electric utility business, including specific experience with Advanced Utility Software-Infinity (Customer Information System) or the ServiceLink platform.
• Experience with KUA or electric utility billing preferred.

SPECIAL REQUIREMENT:

Must possess a valid Florida Class E State driver’s license at time of appointment.

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