Experienced Customer Systems Analyst

Position Description

Experienced Customer Systems Analyst

Location

Madison

Job Category

Customer Operations

Job Purpose

Provides advanced business systems analysis, operational analytics, and data insights to improve customer experience and back-office performance. Serves as a liaison between business end users and technical resources, translating business needs and operational requirements into clear functional and technical direction. Works with significant independence on complex analysis, reporting, system support, enhancement activities, and full lifecycle project delivery.

Core Responsibilities

Note: This list is not all-inclusive

• Lead complex analysis of operational and customer data to identify trends, issues, root causes, risks, and improvement opportunities with impact beyond the immediate team.
• Design, develop, maintain, and validate advanced SQL queries, data analysis, dashboards, and reports that translate raw information into actionable insights, critical monitoring areas, and leadership decision support.
• Serve as a subject-matter resource for customer-facing digital service platforms and back-office platforms, supporting business users by analyzing complex operational or system issues and coordinating effective resolution.
• Serve as a liaison between customer service, billing, finance, metering, customer experience, and technical resources by gathering and analyzing business needs and translating them into clear functional requirements and draft technical specifications.
• Own the full lifecycle for assigned system enhancements, reporting needs, integrations, and operational changes, including requirements, solution alignment, testing, deployment readiness, defect resolution, validation, and post-deployment support.
• Apply data insights, artificial intelligence, and automation tools to streamline analysis, improve reporting quality and efficiency, and reduce manual effort.
• Lead small to moderately complex projects and cross-functional workstreams, coordinating planning, requirements, resources, risks, testing, implementation, communication, and post-deployment support.
• Establish and improve procedures, analytical methods, user guides, training materials, controls, and technical documentation for customer systems and operational processes.
• Communicate complex findings, risks, recommendations, requirements, and implementation impacts clearly to business, technical, vendor, and leadership stakeholders, and influence decisions across departments.

Behavioral Competencies

• Customer Focus – Understands customer needs and improves service outcomes.
• Communication – Communicates information clearly and effectively for the audience.
• Process Improvement – Improves processes, workflows, quality, service, or efficiency.
• Decision Quality – Uses sound judgment and information to make effective decisions.
• Project Leadership – Coordinates work, resources, and stakeholders to achieve project objectives.

Skills

• SQL – Applies SQL in complex situations to organize, analyze, validate, report, and communicate information and serves as a resource to others. (Advanced)
• Data Analysis – Applies data analysis in complex situations to identify trends, root causes, risks, and actionable insights and serves as a resource to others. (Advanced)
• Data Visualization – Applies data visualization practices in complex situations to communicate operational information and insights and serves as a resource to others. (Advanced)
• Reporting – Develops, validates, and improves complex reports that support business, operational, and leadership needs and serves as a resource to others. (Advanced)
• Business Analysis – Applies business analysis in complex situations to evaluate processes, elicit and document requirements, translate operational needs into system direction, and serve as a liaison between business and technical resources. (Advanced)
• Requirements Gathering – Leads requirements gathering for complex system, reporting, integration, and operational needs; develops functional requirements and draft technical specifications that support technical design and delivery. (Advanced)
• Application Testing – Applies application testing in complex situations, develops test strategies, leads validation activities, supports defect resolution, and confirms readiness for deployment. (Advanced)
• Technical Documentation – Creates, maintains, and improves functional requirements, draft technical specifications, procedures, controls, user guides, and other documentation that supports system delivery and user readiness. (Advanced)
• Process Improvement – Applies process improvement in complex situations to improve workflow, quality, service, efficiency, and consistency and serves as a resource to others. (Advanced)

Education

• Bachelor’s degree in Business, Information Technology, Economics, Mathematics, Statistics, or a related field, or an equivalent combination of education and experience.

Experience

• 5+ years of experience in business systems analysis, operations analytics, customer operations support, or a related field.

• Advanced experience using SQL platforms such as Microsoft SQL Server or Oracle SQL Developer.

• Experience serving as a subject-matter resource for customer-facing systems and operational reporting.

• Experience leading small to moderately complex projects or cross-functional workstreams through requirements, planning, testing, implementation, communication, and post-deployment support.

• Experience developing functional requirements, translating business needs for technical resources, and drafting technical specifications.

• Experience using artificial intelligence or automation tools to improve analysis, reporting, or process efficiency.

• Experience working in a regulated or complex business environment preferred.

• Work Location

• This hybrid role is based at our Madison, WI headquarters. While three days onsite is the minimum, team collaboration and business needs may require additional in-office presence.

• Pre-employment will require satisfactory completion of a background check and drug screen.

• We are an AA/EOE employer and consider all qualified candidates without regard to protected status.