IS Business Analyst - CSB (SFPUC) - 1052

City and County of San Francisco•San Francisco, CA

2d•Onsite

About The Position

The 1052 Power Business and Systems Support Analyst serves as a key business and technology partner supporting the Oracle Customer to Meter (C2M) platform and Retail Electric Customer Service operations. This role is responsible for analyzing business processes, supporting system enhancements, ensuring data integrity, developing reports and analytics, coordinating with vendors and stakeholders, and driving continuous process improvement across utility billing and Retail Electric customer service functions. As a Subject Matter Expert (SME) for Oracle C2M and related meter-to-cash processes, the analyst collaborates with business users, technical teams, vendors, and leadership to ensure reliable system performance, regulatory compliance, operational efficiency, and informed decision-making.

Requirements

An associate degree in business administration, public administration, information systems, economics, finance, computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in one of the fields above or a closely-related field].
One (1) year in the information systems field, including technical support, content management, administration of network applications or system analysis.
Substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in one of the fields above or a closely related field.
Completion of the 1010 Information Systems Trainee Program may be substituted for the required degree.

Nice To Haves

Experience supporting utility billing, customer service, financial operations, or customer information systems.
Experience supporting enterprise software vendors and managing system enhancement requests.
Knowledge of utility industry operations, regulatory compliance requirements, and meter-to-cash processes.
Proficiency in SQL, including query development, optimization, troubleshooting, and data analysis.
Experience with Oracle C2M, Customer Information Systems (CIS), ERP platforms, or comparable enterprise applications.
Experience with business intelligence and reporting tools such as IBM Cognos Analytics, Tableau, Power BI, SAS, or similar platforms.
Experience with system testing, defect management, and User Acceptance Testing (UAT).

Responsibilities

Analyze Oracle C2M data, functionality, integrations, and business processes to support operational objectives and ensure regulatory compliance.
Gather, document, and validate business requirements from stakeholders and end users.
Develop business requirements, use cases, user stories, process flows, and functional specifications for system enhancements and projects.
Evaluate proposed system and process changes and provide recommendations based on business impact, risk, and operational needs.
Identify opportunities for process improvement, automation, and operational efficiencies.
Support the ongoing operation, maintenance, and enhancement of the Oracle C2M Customer Information System and related utility billing applications.
Monitor system performance, data quality, and integrations to ensure system reliability and accuracy.
Investigate, troubleshoot, and resolve application, data, and process issues.
Coordinate with vendors, technical support teams, and internal stakeholders to resolve incidents, outages, and service requests.
Escalate issues appropriately and facilitate timely resolution of complex system problems.
Develop, maintain, and enhance operational, financial, and executive reports and dashboards.
Perform data analysis to identify trends, operational issues, and opportunities for improvement.
Create and execute SQL queries to support reporting, reconciliation, auditing, and ad hoc business requests.
Support billing, payment processing, financial balancing, and decision-making through accurate and timely reporting.
Analyze impacts of system and process changes on financial and operational reporting.
Develop and maintain business process documentation, procedures, system configurations, training materials, and technical documentation.
Ensure documentation remains current and supports operational consistency, compliance, and audit requirements.
Deliver training and knowledge transfer to end users and stakeholders on C2M processes, reporting tools, and system functionality.
Serve as a liaison between CSB, Enterprise Systems and Controls (ESC), vendors, and other business units.
Facilitate meetings, workshops, testing sessions, and requirements-gathering activities.
Collaborate with stakeholders to prioritize enhancements, evaluate solutions, and ensure successful implementation of system changes.
Promote effective communication among management, users, technical teams, consultants, and vendors.
Develop and execute User Acceptance Testing (UAT) plans, test cases, and validation procedures.
Coordinate testing activities for system upgrades, enhancements, and defect resolution.
Verify that implemented solutions meet business requirements and operational expectations.