Customer Systems Analyst

ARIZONA WATER COMPANY•Phoenix, AZ

2d•Onsite

About The Position

The Customer Systems Analyst analyzes business processes, supports enterprise applications, develops reports and dashboards, administers user access, triages core business application issues, and helps implement technology solutions that improve operational efficiency, service delivery, and decision-making across the Company. Under the supervision of the Customer Systems Manager, the analyst works independently and collaboratively to evaluate business needs, support core utility systems, and translate operational requirements into practical business and technical solutions. The role requires maintaining a professional image of the Company, preparing clear and accurate documentation, protecting confidential information, and being available to work overtime when needed for emergencies, system issues, implementations, or planned assignments. The analyst administers customer information systems and related platforms, including licensing and profiles for core business applications; develops and distributes recurring and ad hoc reports, dashboards, and data visualizations; supports software upgrades and enhancements; and coordinates with departments, management, and vendors during testing, implementations, and issue resolution. The role also supports account setup and security access, analyzes workflows and data quality, writes SQL queries, maintains process documentation and training materials, and supports releases and migrations across development, testing, and production environments. The analyst provides user support and troubleshooting for assigned applications, reporting tools, and operational processes, and performs other duties as assigned.

Requirements

High school diploma or equivalent, with 10 or more years of experience in data analytics and customer information systems; alternatively, a degree in business, information systems, computer science, data analytics, or a related field.
Progressively responsible experience in business analysis, Customer Systems support, utility operations support, reporting, process documentation, or a closely related field.
Working knowledge of SQL and experience creating reports, dashboards, or data visualizations using Power BI, Power BI Report Builder, or similar tools.
Knowledge of business process mapping, requirements gathering, testing, troubleshooting, and end-user support practices.
Ability to prepare clear written procedures, technical documentation, and business correspondence.
Strong analytical, organizational, and problem-solving skills, with close attention to detail and accuracy.
Ability to communicate effectively and maintain productive working relationships with employees, management, vendors, external stakeholders, and the public.
Sound judgment and strong written and verbal communication skills.
Must possess and maintain a valid, appropriate Arizona driver’s license with an acceptable driving record.
Ability to sit for extended periods while working at a computer workstation.
Ability to frequently use hands and fingers for keyboarding and operating office equipment.
Ability to communicate effectively in person, virtually, and by telephone.
Ability to occasionally lift and carry office materials weighing up to 15 pounds.
Ability to perform routine office-related physical activities, including walking, standing, bending, reaching, and stooping as needed.

Nice To Haves

Experience with enterprise applications, customer information systems, billing systems, meter reading systems, or payment processing platforms.

Responsibilities

Administer licensing and user profiles for 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 Sensus Meter Reading software programs.
Coordinate with departments, management, and third-party vendors during testing, upgrades, implementations, and issue resolution.
Clarify business requirements for system enhancements, reports, and process changes.
Support user account setup, role assignments, and security access in accordance with Company procedures and internal controls.
Analyze business processes, identify workflow inefficiencies, and recommend system or process improvements.
Write SQL queries to extract, validate, and analyze data for departments across the Company.
Manage the Company’s CIS reporting platform.
Monitor data quality, research discrepancies, and work with internal users or vendors to resolve reporting or system performance issues.
Create and maintain process documentation, user procedures, reference materials, and training content for Customer Systems and workflows.
Coordinate and support platform releases, upgrades, testing, and configuration migrations across development, testing, and production environments.
Participate in system testing, validate results, and document outcomes before implementing changes or enhancements.
Prioritize multiple assignments, exercise independent judgment, and complete work with minimal supervision.
Provide user support and troubleshooting for assigned software applications, reporting tools, operational processes, and CIS issues reported through the Company’s trouble ticket system.
Perform other duties as assigned or directed by management.
Work overtime when needed for emergencies, system issues, implementations, or planned assignments.