Business Systems Analyst II – Customer Operations

The business systems analyst II – customer operations is responsible for facilitating, building and supporting the customer facing communications utilizing digital tools to effectively target appropriate customers via email and/or SMS. Conduct analysis of customer data for outreach through research, gathering and interpretation of data, development of alternatives and recommendations. Present technical analysis and recommendations to management and may recommend alternatives. Works with business unit and IT to support systems implementations, upgrades, and problem resolution.

Promote a customer first culture and commit to delivering outstanding results for customers.

Formulate and define systems scope and objectives through research and analysis using understanding of applicable business systems and industry requirements.

Provide systems administration and process execution of management and maintenance systems.

Develop or modify moderately complex information systems to meet business needs.

Lead for design and build of programs, facilitate campaigns, create and update HTML, build SQL, create filters, set data targeting parameters, etc. as requested to accurately target customers within and utilizing Oracle Responsys.

Document user and system requirements and revise existing system logic difficulties as necessary.

Coordinate and ensure quality and integrity of input data into operational and forecast systems.

Create tools to automate processes involving input and extraction of data and both regular and ad hoc reports.

Analyze output data and reports and provide interpretation and concise recommendations to target customers for personalized communication outreach.

Collaborate with business teams and peers across departments and organizations to support product utilization and efficiency.

Bachelor's degree in business or computer science, IT, or equivalent related work experience. (Typically, six years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.).

Minimum of three years’ experience providing data analysis.

Experience creating and updating HTML email communications.

Experience building SQL and modifying data queries.

Experience creating automated programs to deploy complex email campaigns.

Knowledge of data gathering, forecasting, and modeling techniques.

Ability to work as a team member, maintain project timelines, and deliver on commitments and specifications.

Advanced communication and interpersonal skills to interface with team members and customers to promote positive customer outcomes.

Proficient with the use of personal computers including spreadsheet, database, word processing, and presentation applications to gather, analyze, and model information.

Excellent oral and written communication skills.

Ability to prioritize and handle multiple tasks and projects concurrently.

Proficient using Oracle Responsys, Eloqua and/or similar communication tool, preferred.

Understanding of CAN SPAM Act, preferred.

Experience in energy or public utility business, preferred.

Experience with MS Visual Studio, Office, Cognos reporting system, Power BI and VBA, preferred.

Employees must be able to perform the essential functions of the position, with or without an accommodation.

All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.