Business Analyst II/Customer Technology

The Business Analyst II/Customer Technology is an individual contributor within the Customer Technology Support (CTS) department of Southwest Gas Corporation (SWG). This functional role encompasses responsibilities across customer technology operations and serves as a business insights coordinator and translator between business units, technology teams, and external vendors. This role is responsible for analysis of data and processes involving cash receipting, credit and collections, billing, self-service channels, state and federal regulatory compliance, testing, and vendor management and ensuring the seamless operation, optimization and continuous improvement of customer-facing and back-end systems. This role leads requirements gathering, process analysis, and testing efforts for business systems and operations. This role collaborates and communicates effectively, successfully navigates complexity and ambiguity, drives opportunities for improvement, ensuring the seamless operation, optimization and continuous improvement of customer-facing and back-end systems. This position collaborates with departments such as Customer Experience, Information Services, Treasury, Regulation, Accounting, Internal Audit, and external vendors to ensure system integrity, compliance, and customer satisfaction.

POSITION DIMENSIONS
This position does not have direct accountability for people or budgets but may contribute to budget preparation, analyzing, planning and forecasting and lead projects and initiatives. The incumbent frequently interacts with personnel across departments, management, and external vendors.

QUALIFICATIONS
•There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This includes developing and executing detailed test cases and scripts, identifying and documenting defects, and collaborating with development teams to resolve issues.
•A bachelor’s degree in Accounting, Business Administration, Computer Science, Finance, Information Technology, or related field, or equivalent experience.
•This position requires four to six years of relevant work experience such as business analysis, software testing, or customer technology support.
•Leadership skills that include experience in managing, facilitating, developing, planning, directing, controlling and organizing projects and people.
•Organize and manage time effectively while handling multiple priorities.
•Proficient in Software Testing Life Cycle and testing tools.
•Hands-on experience with functional and user acceptance testing.
•Strong communication and stakeholder engagement skills.
•Experience with SAP CX suite modules, including: MyCustomer (S4), MyCustomer2 (C4C), CIC, as well as Signavio, MiBob (BPEM exception management), SAP Analytics Cloud (SAC), Power BI, MyAccount (self-service portals), Bill Print and Electronic Presentment, or similar digital applications is preferred.
•Proficiency with process improvement, quality assurance, and business process mapping.
•Proficiency with Microsoft Office products including Teams, Word, PowerPoint, PowerBI, and Excel.
•Solid analytical, research, and problem-solving capabilities.
•Working knowledge of company business processes, tariffs, and regulations.
•Experience with incident, problem, and change management.
•Ability to perform business process mapping and recommend improvements.
•Analytical and results-oriented with ability to work within a fast paced, flexible environment
•Ability to handle multiple diverse tasks and deliverables simultaneously while maintaining flexibility within stressful environments.

The following certifications are highly desirable:

•Certified Revenue Integrity Professional (CRIP)
•Project Management Professional (PMP)
•ASQ Quality Certification
•Certified Business Analysis Professional (CBAP)
•International Software Testing Qualifications Board (ISTQB) Certified Tester
•Certified Software Test Professional (CSTP)
•Certified Software Tester (CSTE)
•Certified Software Quality Analyst (CSQA)
•SAP application certifications

ESSENTIAL JOB RESPONSIBILITIES
•Assume all responsibilities of Business Analyst I/Customer Technology.
•Mentor other analysts and support their development.
•Establish and maintain liaison relationships with business partners, IS organization, developers, and third-party vendors.
•Understand the Company’s core business functions related to customer-facing and back-office applications.
•Maintain communication with end-users to keep them informed of system updates and enhancements.
•Monitor and report on productivity tools and key performance indicators across delivery methods.
•Conduct data gathering and analysis to understand business strategy and objectives.
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