Experienced Customer Systems Analyst

Madison Gas and Electric Company • Madison, WI

44d • Hybrid

About The Position

Provides advanced business systems analysis, operational analytics, and data insights to improve customer experience and back-office performance. Serves as a liaison between business end users and technical resources, translating business needs and operational requirements into clear functional and technical direction. Works with significant independence on complex analysis, reporting, system support, enhancement activities, and full lifecycle project delivery.

Requirements

• Bachelor’s degree in Business, Information Technology, Economics, Mathematics, Statistics, or a related field, or an equivalent combination of education and experience.
• 5+ years of experience in business systems analysis, operations analytics, customer operations support, or a related field.
• Advanced experience using SQL platforms such as Microsoft SQL Server or Oracle SQL Developer.
• Experience serving as a subject-matter resource for customer-facing systems and operational reporting.
• Experience leading small to moderately complex projects or cross-functional workstreams through requirements, planning, testing, implementation, communication, and post-deployment support.
• Experience developing functional requirements, translating business needs for technical resources, and drafting technical specifications.
• Experience using artificial intelligence or automation tools to improve analysis, reporting, or process efficiency.
• Advanced SQL skills.
• Advanced Data Analysis skills.
• Advanced Data Visualization skills.
• Advanced Reporting skills.
• Advanced Business Analysis skills.
• Advanced Requirements Gathering skills.
• Advanced Application Testing skills.
• Advanced Technical Documentation skills.
• Advanced Process Improvement skills.

Nice To Haves

• Experience working in a regulated or complex business environment preferred.

Responsibilities

• Lead complex analysis of operational and customer data to identify trends, issues, root causes, risks, and improvement opportunities with impact beyond the immediate team.
• Design, develop, maintain, and validate advanced SQL queries, data analysis, dashboards, and reports that translate raw information into actionable insights, critical monitoring areas, and leadership decision support.
• Serve as a subject-matter resource for customer-facing digital service platforms and back-office platforms, supporting business users by analyzing complex operational or system issues and coordinating effective resolution.
• Serve as a liaison between customer service, billing, finance, metering, customer experience, and technical resources by gathering and analyzing business needs and translating them into clear functional requirements and draft technical specifications.
• Own the full lifecycle for assigned system enhancements, reporting needs, integrations, and operational changes, including requirements, solution alignment, testing, deployment readiness, defect resolution, validation, and post-deployment support.
• Apply data insights, artificial intelligence, and automation tools to streamline analysis, improve reporting quality and efficiency, and reduce manual effort.
• Lead small to moderately complex projects and cross-functional workstreams, coordinating planning, requirements, resources, risks, testing, implementation, communication, and post-deployment support.
• Establish and improve procedures, analytical methods, user guides, training materials, controls, and technical documentation for customer systems and operational processes.
• Communicate complex findings, risks, recommendations, requirements, and implementation impacts clearly to business, technical, vendor, and leadership stakeholders, and influence decisions across departments.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level