Systems Business Analyst

Job Summary:
Seeking a Subject Matter Expert (SME) to support daily operations for retail natural gas markets across multiple states. Responsible for billing operations, system processes, regulatory compliance, UAT, SQL analysis, pricing/promo codes, reporting, troubleshooting, and process improvements. Partners with Regulatory, Legal, Marketing, IT, Customer Operations, vendors, and project teams to implement system enhancements and resolve operational issues.

Key Responsibilities:

• Serve as SME for retail natural gas / Expanded Markets operations, billing, and system processes.
• Monitor and resolve billing errors, system exceptions, customer letters, and communication issues using SQL queries and root-cause analysis.
• Own/support User Acceptance Testing (UAT) for system enhancements, defects, and implementations.
• Manage and validate pricing, rate, and promotion code setup and monthly pricing processes.
• Ensure regulatory compliance for customer letters, content, layouts, state requirements, and mailing timelines.
• Review daily system reports and identify operational/system issues.
• Partner with Regulatory, Legal, Marketing, IT, Customer Care, vendors, LDCs, and Project Managers on requirements, testing, and system implementations.
• Gather, analyze, and report data from multiple sources; serve as reporting/data liaison.
• Maintain SOPs, identify root causes, and implement process improvements.
• Develop project plans with milestones, controls, and checkpoints.
• Manage print vendor relationships and support customer operations programs.
• Evaluate and recommend AI tools to improve operational efficiency.

Required Qualifications & Skills:

• 5+ years experience in consumer services, billing, system operations, or B2C.
• Bachelor’s degree or equivalent applicable experience.
• Strong SQL / database, data analysis, reporting, and troubleshooting skills.
• Experience with UAT, system testing, requirements gathering, and system enhancements.
• Strong project management, process improvement, metrics, trending, and root-cause analysis skills.
• Advanced Microsoft Office skills: Word, Excel, PowerPoint.
• Excellent communication, organization, relationship management, and problem-solving skills.
• Ability to work independently and manage multiple priorities with sensitive deadlines.

Preferred:

• Retail utility / natural gas marketer or supplier experience.
• Microsoft Project, Visio, Access.
• Advanced SQL/database experience, including data imports and SQL statement development.