Business Analyst II

Essential Utilities, Inc.•PA NORTH SHORE - 375, PA

3d•Onsite

About The Position

Essential Utilities, Inc. provides water, wastewater, and natural gas services through its Aqua, Peoples, and Delta brands. The company serves approximately 5.5 million people across 10 states and emphasizes sustainable growth, operational excellence, customer experience, and career development. This Business Analyst II opportunity is based on the North Shore in Pittsburgh, Pennsylvania, at Peoples Natural Gas. The role identifies, designs, and implements strategic, regulatory, and revenue reporting for Customer Operations and Customer Relations, including defining reporting requirements. It maintains and enhances analytics and reporting capabilities, supports data-informed decisions, and provides analysis and reporting expertise to Customer Operations and Customer Programs. The position also analyzes financial and operational trends, supports budgets and regulatory performance tracking, and coordinates with management, business teams, and Information Technology. The position performs office/sedentary work and requires occasional travel. It occasionally involves lifting and carrying up to 20 pounds, along with visual acuity, hearing, and communication demands.

Requirements

Bachelor’s degree required.
Minimum of 7 years of experience.
Experience in analytics/reporting and forecasting, scheduling, and real-time management in a contact center environment.
Demonstrated ability to understand and contribute to business strategies, processes, and operations at a leadership level.
Advanced proficiency in Microsoft Office, including Email, Word, Excel, and PowerPoint.
Excellent oral and written communication and presentation skills.
Ability to think analytically and logically, with strong attention to detail for departmental, company, and regulatory reporting.
Ability to build digestible data visualizations, dashboards, and reports for executives, C-suite leaders, and the Board of Directors, and communicate findings.

Nice To Haves

Practical experience with workforce management systems.
Creative problem-solving skills, strong organizational skills, and ability to prioritize and resolve issues in a fast-paced environment.

Responsibilities

Maintain, enhance, and administer reporting capabilities for Customer Operations and Customer Programs, including SAP, Business Warehouse reporting, system scorecards, key performance indicators, and performance management tools.
Serve as the analytics and reporting subject matter expert for Peoples Customer Operations and Customer Programs; consult on projects, data requests, reporting enhancements, and leadership presentations.
Collaborate with Customer Leadership Teams and cross-functional stakeholders to communicate insights, promote best practices, and support consistent, data-informed decision-making.
Provide functional expertise in data management, data collection, analysis, visualization, distribution, KPI development, departmental goals, and regulatory and performance metrics.
Forecast and analyze trends in billing revenue, operational performance, and general business activity.
Create, update, and maintain departmental databases and related applications, including outline additions and deletions and validation of data synchronization with SAP and Business Warehouse.
Collect and analyze financial information, monitor progress against regulatory, corporate, and departmental goals, and identify and escalate issues to management as appropriate.
Coordinate preparation and consolidation of annual Capital, Labor, and O&M budget reports and the strategic five-year budget plan.
Liaise between Customer Operations and Customer Programs Management teams and Information Technology to address system-processing anomalies or issues.
Prepare assigned exhibits and schedules for subsidiary board meetings related to Customer Operations activities and performance.
Perform other duties and responsibilities as assigned.