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