Business Analyst

Employment Type: Contract-to-Hire (6-Month Possible Permanent Opportunity)

Methodologies: Agile & Waterfall

Tools & Technologies: SAP IS-U, SAP CRM, SAP Billing, ServiceNow, Power BI, Tableau, Qlik, SharePoint, SAP BusinessObjects, Smartsheet

Position Summary

We are seeking a highly analytical and detail-oriented Business Systems Analyst to support Customer Experience (CE) Business Solutions initiatives within a utility services environment. This role serves as a key liaison between business operations and IT teams, supporting SAP CRM/IS-U and Billing solutions through incident management, requirements gathering, testing coordination, and continuous process improvement.

The ideal candidate will possess strong SDLC experience, proven project coordination skills, and hands-on expertise in production support, ServiceNow incident management, UAT testing, and SAP utility applications.

Key Requirements

Incident & Request Management

• Conduct incident triage, assessment, prioritization, and resolution coordination for ServiceNow incidents and requests.
• Partner with business stakeholders and technology teams to ensure timely incident resolution and request lifecycle completion.
• Analyze SAP IS-U and CRM Device Management incidents through root cause analysis, data validation, and cross-functional coordination.
• Support production operations by identifying recurring system issues and implementing process improvements to reduce incident recurrence and improve resolution timelines.

Requirements Gathering & Solution Delivery

• Facilitate workshops and requirement-gathering sessions with business stakeholders to document current-state processes, identify gaps, and define future-state solutions.
• Prepare and maintain Business Requirements Documents (BRDs), Functional Requirements Documents (FRDs), user stories, functional specifications, and process flows.
• Collaborate with technical teams to translate business requirements into system enhancements and technical solutions.
• Participate in SDLC activities across Agile and Waterfall methodologies.

Testing & Quality Assurance

• Develop UAT strategies, test plans, test cases, and testing documentation for SAP CRM, Billing, and Device Management enhancements.
• Coordinate and support system integration testing, user acceptance testing, and defect resolution activities.
• Maintain testing artifacts, version control, and documentation repositories using SharePoint and Smartsheet.

Data Analysis & Reporting

• Design and maintain KPI dashboards using Power BI, Tableau, and Qlik to monitor billing performance, outage metrics, incident trends, and operational efficiency.
• Perform data analysis using SAP BusinessObjects and ServiceNow Performance Analytics to identify trends and recommend operational improvements.
• Support outage and reliability reporting initiatives, including metrics such as SAIFI and CMI.

Business & Process Improvement

• Support strategic planning initiatives including SWOT analysis sessions and business process evaluations.
• Collaborate with cross-functional stakeholders to improve operational processes, reporting accuracy, and customer experience outcomes.
• Develop understanding of business operations, regulatory guidelines, master data models, and governance processes within the utility environment.

Required Years and Degree

• Associate’s degree in Business Management, Information Systems, Engineering, Accounting, Communications, Mathematics, or related field.
• Minimum 4 years of experience supporting customer service operational technology solutions.
• Minimum 1 year of experience supporting SAP CRM/IS-U solutions in areas such as customer service, billing, finance, credit, or device management.
• Experience with:
• Requirements gathering and documentation
• UAT test case creation and testing support
• Incident triage and production support
• SDLC delivery methodologies
• ServiceNow incident management
• SAP CRM, IS-U, Billing, and Device Management modules
• Bachelor’s degree in a related field.
• Utility industry experience.
• Experience with Power BI, Tableau, Qlik, and SAP BusinessObjects.
• Familiarity with outage/reliability reporting metrics and regulatory reporting standards.
• Experience working in fast-paced environments with multiple stakeholders and competing priorities.

Key Skills & Competencies

• Strong analytical and problem-solving skills
• Excellent stakeholder communication and collaboration
• Ability to manage multiple assignments simultaneously
• Knowledge of business process analysis and system integrations
• Strong documentation and organizational skills
• Understanding of customer service and billing operations within utility environments

What Success Looks Like

• Effective coordination and resolution of incidents and production issues
• Accurate and complete business and functional requirements documentation
• Successful execution of testing activities and enhancement deployments
• Improved operational visibility through KPI dashboards and reporting
• Strong collaboration between business and IT teams to support customer experience initiatives

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