Systems Analyst II

Essential Utilities, Inc.

About The Position

Essential Utilities, Inc. is seeking an experienced IT Systems Analyst II – Customer Applications to support and enhance customer‑facing systems within an SAP IS‑U environment. This role is heavily focused on customer applications, including the Customer Portal, and works closely with business partners to ensure reliable, high‑quality support for customer service and billing operations. The ideal candidate has strong experience supporting SAP Customer Relationship and Billing systems, enjoys working directly with business users, and is comfortable providing off‑hours support for critical nightly processes.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
5+ years of experience supporting, implementing, or designing enterprise applications.
Experience with SAP IS‑U, SAP Billing, and/or SAP CRM in a customer service or utility environment.
Strong understanding of customer service, call center, and customer self‑service applications.
Proven experience troubleshooting and supporting production systems.
Excellent communication, problem‑solving, and organizational skills.
Ability to work independently and collaboratively in a cross‑functional environment.

Responsibilities

Support, configure, and enhance customer‑facing applications used for Customer Service and Call Center operations.
Provide primary support for the Customer Portal and related interfaces.
Collaborate closely with business partners, including Shani Love, to understand customer needs and deliver effective solutions.
Support nightly badge processing, including required off‑hours coverage.
Monitor system health, troubleshoot complex issues, and resolve production incidents.
Gather and document business requirements; create functional design specifications.
Configure, test, and document system changes in alignment with IT change management processes.
Partner with internal development teams and external vendors as needed.
Participate in projects, system enhancements, and application road‑mapping activities.
Mentor and support less‑experienced team members as needed.