Business Analyst II/Customer Technology

Southwest Gas Corporation•Enterprise, NV

13h

About The Position

The Business Analyst II/Customer Technology is an individual contributor within the Customer Technology Support (CTS) department of Southwest Gas Corporation (SWG). This functional role encompasses responsibilities across customer technology operations and serves as a business insights coordinator and translator between business units, technology teams, and external vendors. This role is responsible for analysis of data and processes involving cash receipting, credit and collections, billing, self-service channels, state and federal regulatory compliance, testing, and vendor management and ensuring the seamless operation, optimization and continuous improvement of customer-facing and back-end systems. This role leads requirements gathering, process analysis, and testing efforts for business systems and operations. This role collaborates and communicates effectively, successfully navigates complexity and ambiguity, drives opportunities for improvement, ensuring the seamless operation, optimization and continuous improvement of customer-facing and back-end systems. This position collaborates with departments such as Customer Experience, Information Services, Treasury, Regulation, Accounting, Internal Audit, and external vendors to ensure system integrity, compliance, and customer satisfaction. POSITION DIMENSIONS This position does not have direct accountability for people or budgets but may contribute to budget preparation, analyzing, planning and forecasting and lead projects and initiatives. The incumbent frequently interacts with personnel across departments, management, and external vendors.

Requirements

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This includes developing and executing detailed test cases and scripts, identifying and documenting defects, and collaborating with development teams to resolve issues.
A bachelor’s degree in Accounting, Business Administration, Computer Science, Finance, Information Technology, or related field, or equivalent experience.
This position requires four to six years of relevant work experience such as business analysis, software testing, or customer technology support.
Leadership skills that include experience in managing, facilitating, developing, planning, directing, controlling and organizing projects and people.
Organize and manage time effectively while handling multiple priorities.
Proficient in Software Testing Life Cycle and testing tools.
Hands-on experience with functional and user acceptance testing.
Strong communication and stakeholder engagement skills.
Proficiency with process improvement, quality assurance, and business process mapping.
Proficiency with Microsoft Office products including Teams, Word, PowerPoint, PowerBI, and Excel.
Solid analytical, research, and problem-solving capabilities.
Working knowledge of company business processes, tariffs, and regulations.
Experience with incident, problem, and change management.
Ability to perform business process mapping and recommend improvements.
Analytical and results-oriented with ability to work within a fast paced, flexible environment
Ability to handle multiple diverse tasks and deliverables simultaneously while maintaining flexibility within stressful environments.

Nice To Haves

Experience with SAP CX suite modules, including: MyCustomer (S4), MyCustomer2 (C4C), CIC, as well as Signavio, MiBob (BPEM exception management), SAP Analytics Cloud (SAC), Power BI, MyAccount (self-service portals), Bill Print and Electronic Presentment, or similar digital applications is preferred.
Certified Revenue Integrity Professional (CRIP)
Project Management Professional (PMP)
ASQ Quality Certification
Certified Business Analysis Professional (CBAP)
International Software Testing Qualifications Board (ISTQB) Certified Tester
Certified Software Test Professional (CSTP)
Certified Software Tester (CSTE)
Certified Software Quality Analyst (CSQA)
SAP application certifications

Responsibilities

Assume all responsibilities of Business Analyst I/Customer Technology.
Mentor other analysts and support their development.
Establish and maintain liaison relationships with business partners, IS organization, developers, and third-party vendors.
Understand the Company’s core business functions related to customer-facing and back-office applications.
Maintain communication with end-users to keep them informed of system updates and enhancements.
Monitor and report on productivity tools and key performance indicators across delivery methods.
Conduct data gathering and analysis to understand business strategy and objectives.
Identify key stakeholders and coordinate subject matter experts for assigned activities.
Obtain and organize business objectives through internal investigation and stakeholder engagement.
Assess business needs using a structured requirements process (gather, analyze, document, and manage changes).
Evaluate current business processes to identify inefficiencies and recommend improvements.
Analyze business processes to identify training, process, or technology enhancements.
Develop, write, and communicate business requirements and functional specifications.
Establish functional requirements using workflow charts, diagrams, and documentation.
Develop business cases and vendor-facing documentation (RFI, RFP, RFQ) in collaboration with stakeholders.
Ensure Company standard practices (SP) and regulatory compliance are incorporated into development plans.
Recommend system controls and best practices for application development.
Develop, maintain, and modify work plans for requirements development.
Maintain associated documentation for all change requests and archive future-phase requirements.
Provide reference materials and documentation for users of supported applications.
Maintain project management protocols and procedures, including responsibility support matrices.
Coordinate and facilitate assigned project tasks to ensure requirements remain in scope and are completed on time and within budget.
Monitor and manage factors identified during requirements analysis and report progress.
Work collaboratively to stay informed of business changes, escalate issues, and ensure stakeholder satisfaction.
Assess and request assistance to resolve technical, business, or operational issues.
Transition application requirements to development and support teams.
Facilitate business process change management as needed.
Obtain stakeholder agreement that all requirements and expectations have been delivered.
Coordinate testing cycles, document defects and resolutions, and support functional testing.
Participate in lessons learned and root cause analysis sessions and incorporate improvements into future projects.
Direct the project team regarding documentation retention in accordance with Company standards.
Provide functional support for daily operations of customer-facing technology and advanced troubleshooting.
Perform related duties and responsibilities as assigned.
Regular and predictable attendance is a condition of employment.