Customer Service Business Support Analyst

Customer Service Business Support Analyst (105.25) Location SAN DIMAS, CA (Via Verde) Job Code 105.25 Pay range $32.05 - $54.49

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.

The Company is committed to providing equal employment opportunities for all job applicants and employees. The Company prohibits unlawful discrimination on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, legally protected medical condition, marital status, sex, gender, gender identity or expression, sexual orientation, age over 40, military or veteran status or any other basis protected by federal, state or local law.