Business Analyst, II

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.


Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.


VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.


Overview of Role/Job Purpose:
Must be in the PST or MT Time Zone

The Business Analyst II is a mid-level role responsible for supporting data-driven decision-making across the organization. This role partners with cross-functional teams—including Product, Customer Success, and Engineering. The Business Analyst II gathers and analyzes business data, optimize processes, and support data-driven decision-making. The ideal candidate has a strong analytical mindset, experience in SaaS metrics, and the ability to translate complex data into clear business recommendations.

Essential Duties:

• Collect, clean, and analyze data from internal systems (e.g., CRM, product usage, billing platforms).
• Perform intermediate to complex data analysis
• Troubleshoot software issues and perform root cause analysis. Analyze and document workarounds to software issues.
• Attend meetings for new product features, client meetings, and working sessions.
• Assists Level III analysts
• Support Level I analysts including mentoring and training
• Create product documentation with little to no direction from level III analyst
• Recreate reported issues in test environment and document
• Provide updates to Client including summary of issue and resolution
• Apply technical knowledge to come up with business solutions.
• Conduct an impact analysis before implementing a solution
• Work cooperatively in a team environment to meet the goals of the department and of the company.
• Organize and prioritize assigned tasks using VertexOne’s ticketing system.
• Subject Matter Acquaintance(SMA)
• Conducts client working sessions as SMA
• Assist in ad hoc analysis and reporting requests from clients or internal requests..
• Gather and document requirements
• Document business processes and workflows to support process improvement initiatives.
• Work with third party vendors during requirements, design and testing phases.
• Escalate and communicate issues to VertexOne Management or Clients as needed.

Qualifications:
• 3-5 years experience in a business analyst, data analyst, or similar role (internships included)
• Familiarity with SaaS business models and key performance indicators.
• Proficient in common desktop applications (Microsoft Office, Microsoft Visio, etc.)
• Proficient knowledge of business analysis tools and techniques
• Strong understanding of business processes
• Strong understanding of system database
• Intermediate SQL skills
• Strong analytical and problem-solving skills
• Ability to develop client relationships.
• Advanced organizational skills
• Strong communication skills(written, reading comprehension, listening, verbal)
• Ability to promote and maintain a positive and inclusive work environment with project team members, co-workers, management, and vendors by behaving, collaborating, and communicating in a manner consistent with professional standards.
• Ability to manage multiple responsibilities, while effectively focusing on priority issues
• Minimal travel required (10%)

Preferred Qualifications:
• Utility experience or Meter-to-Cash preferred
• Knowledge of Customer Information Systems