Sr Business Systems Analyst, Customer Service Support(Tulsa, El Paso, Oklahoma City, or Topeka)

Job ID: 6247

Functional Area: Customer Service

Position Type: Full-Time Regular

Relocation Provided: No

Internal / External: Internal and External

Experience Required: 3 - 5 Years

Position Description:

PLEASE NOTE: This position can be based in Tulsa, El Paso, Oklahoma City, or Topeka. This will be a hybrid position consisting of two days in office per week(subject to change). This posting will be closed on April 11th.

As the Senior Business Systems Analyst for Customer Service Support, you will play a pivotal role within a dynamic and collaborative team, ensuring the seamless maintenance and optimization of Verint Speech Analytics, Performance Management, and Quality Assurance contact center technologies. Your exceptional analytical skills, meticulous attention to detail, and strong technical aptitude will drive success and deliver impactful solutions in this role.

Are you being referred by a ONE Gas employee? If so, reach out to that connection and ask about the employee referral program. They can send you a link to apply directly so they can receive credit!

What You Will Do

Lead all aspects of work related to documenting business needs, system documentation, tracking and resolving user issues, testing, and training for systems applicable to business unit supported.

Lead medium to complex efforts to define, document, and maintain system specifications including business processes, functional requirements, and functional designs.

Troubleshoots high-priority and/or complex production support tickets and end-user questions that may require collaboration with multiple business or technical teams to identify root causes and appropriate solutions.

Ensure issues are resolved in a timely manner to minimize the impact on the business.

Invest time with business to continually develop an advanced level of business knowledge of the business unit(s) supported.

Lead medium to complex reviews of business requests for IT projects and services, and collaborates with business requestor to create business case document that clearly articulates the scope and business value of the request.

Plan, design, develop and maintain end-user training materials and job aides.

Plan, coordinate, and deliver end-user training.

Design testing procedures to measure efficiency and integrity of processes.

Lead all aspects of software testing efforts.

Document and execute moderate to complex software test cases.

Develop software test plans and software test standards.

Introduce enhancements and procedure changes for supported systems.

Create and maintain complex data queries and reports to provide data analysis tools to system users and stakeholders.

Lead and perform business analysis tasks as a member of a project team.

Regular and reliable attendance is required in performance of job.

Employee may be required to perform additional duties as assigned.

What You Will Need

Preferred Bachelor's Degree in accounting, finance, business administration, computer science, MIS, or other related fields, and previous experience in systems analysis, or an equivalent combination of formal education

Experience and/or training related to Enterprise applications.

Experience with the application of arithmetic and algebraic formulas used in computer applications.

Experience configuring applicable systems software.

Experience and training relative to:

Experience identifying, researching, and analyzing systems software problems and performing systems evaluation.

Experience reviewing and interpreting manuals, journals, computer printouts, dumps, and correspondence.

Experience researching, preparing, and composing systems operating procedures and documentation, reports, and correspondence.

Experience interacting, advising, guiding, training, and communicating effectively.

Experience leading and facilitating discussion groups and workshops to achieve a specific objective.

Experience in organizing, coordinating, and tracking the work of others.

Experience developing and presenting information to individuals and groups.

Read and write fluently in English.

Mobility to travel in and around office facilities system-wide.

Communicate and/or exchange information or instructions and conduct oral presentations.

Visual ability sufficient to perform job duties.

Diversity at ONE Gas

Inclusion & Diversity is so important to us that we made it one of our core values, values that guide and direct our actions as we go about our daily business. We know that every employee makes a difference and contributes to our success through their unique talents and abilities. We also acknowledge that we can accomplish great things by listening and learning from each other.

ONE Gas has great benefits! Here are just a few:

Position Requirements:

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of One Gas. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

ONE Gas, Inc., and its divisions will provide equal employment opportunity for qualified persons without regard to sex, race, religion, color, national origin, ethnicity, age, sexual orientation, gender identity or expression, disability, military status or genetic information.