Customer Service Business Support Analyst (33.25)

Golden State Water Company is one of the largest investor-owned water utilities in the United States.  We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California.  Golden State Water has been in business for more than 90 years because we put customers first.

POSITION DEFINITION:
The Customer Service Business Systems Support Analyst (BSS Analyst) will provide functional and user support for multiple Customer Service Center business systems that include the online customer account and support portals, agent portal, mobile field service application, field collection meter reading system, emergency and non-emergency alerts and preference management system, contact center software/hardware, reporting applications, and integration of the same systems with the customer billing system. The BSS Analyst is responsible for aligning user requirements between vendors, technical resources, and the operating departments, understanding and documenting stakeholders’ needs, analyzing technical and business impacts of proposed changes, conducting day to day maintenance and administration, creating and managing reports, performing user acceptance testing, training, managing user roles, and permissions and troubleshooting and resolving production issues. The position will be located at the Customer Service Center.
 

Summary of Key Responsibilities:
• Administers all customer service business systems user accounts and serves as the primary contact for end-user support
• Facilitates discussions between end-users, vendors, and the technical support resource(s)
• Gathers functional business requirements by interviewing and collaborating with end-users and other stakeholders; translates requirements into functional/technical specifications and process flow diagrams
• Performs user acceptance tests, identifies bugs, and tracks issues and solutions
• Coordinates integration tests between users and vendors of systems that integrate with the billing system
• Provides data for reporting, configures system and develops reports to meet specified business requirements
• Facilitates user group meetings, feedback sessions, software demonstrations, and training
• Manages multiple tasks with competing deadlines to ensure minimal impact to functional users
• Coordinates upgrades, enhancements, or fixes to existing or new systems as requested
• Complies with Sarbanes-Oxley (SOX) controls and requirements
• Participates in and supports the customer service initiatives and projects
• Performs other similar duties as assigned
 

MINIMUM POSITION QUALIFICATIONS:
• High School Diploma or equivalent
• BS in Computer Science (or related discipline) is desired
• Background in software support with direct end-user contact
 

Technical Knowledge and Competency Requirements:
• Two (2) or more years of business analysis or related experience required
• Two (2) or more years of experience working with software required
• Proficient in troubleshooting business application issues
• Experience in business process reviews, development, specifications, and testing of customer service business applications on multiple platforms
 Demonstrated project management skills
 Strong problem-solving and troubleshooting skills
 Experience creating process flow diagrams
 Experience writing user acceptance tests
• Ability to work effectively with all levels of employees and management
• Ability to communicate effectively; both verbally and in writing, with agencies, contractors, consultants, customers, employees, and vendors
• Flexible and able to prioritize work
• Knowledge and ability to use Microsoft Office applications to create presentations, spreadsheets, and Word documents
• Ability to prepare reports and provide progress updates as needed
• Demonstrated commitment to providing outstanding end-user service
• Demonstrated organizational and time management skills
 

May include but not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time.

BENEFITS

Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow.  Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents.  We also offer paid vacation and sick time and twelve Company paid holidays per year.  To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan.  Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans.

COMPENSATION INFORMATION

The compensation range provided is in compliance with state specific laws.  Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.

The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.

NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.