Process Analyst, Customer Digital Products

Primary Role

Under the supervisor of the Sr. Manager, Customer Digital Products and Innovation, the Process Analyst – Customer Digital Products is responsible for implementing functionality for potential efficiencies and/or enhancements to the customer digital products by collaborating with end users and management; define requirements, develop functional design, build configurations, test, and deploy solutions for application change requests. Apply technical knowledge and deep understanding of business needs to analyze, develop, and implement functional configuration changes to various customer digital products applications utilized by American Water.

Key Accountabilities

• Examine and identify key trends in the data; present relevant trends in clear, succinct reports to stakeholders and demonstrate the implications of these trends on the business.
• Investigate possible methods of improving and/or increasing the automation of the reporting process.
• Use knowledge of business processes to assist in the creation of reports and dashboards that support business stakeholders in their decision-making processes.
• Use knowledge of business processes and system functionality to assist in identifying ways to customize and enhance current business applications and operating systems to meet the functional needs of the business and improve business process.
• Work with CSO and business stakeholders to identify potential configuration enhancements.
• Provide input for strategy and system modifications to maximize the effectiveness and efficiency of the systems.
• Assist in providing design expertise, analysis, testing and implementation support during vendor releases and enhancements.
• Provide proper analysis of the impact of requested changes related to user or system design specifications and implement in production.
• Review incoming requests and communicate status and issues as necessary.
• Perform root cause analysis for system issues not operating as designed.
• Ensure technology-based change requests are relevant and impactful.
• Act as an expert internal resource on system capability and functionality.
• Review new reporting requests against existing catalogues to ensure that existing solutions do not already exist before creating something new. 
• Oversee ongoing operation of data integrity maintenance within all applicable CSO systems.
• Assist in the development and maintenance procedures for the metrics report generating process.
• Support the execution of change management tasks in systems projects including, but not limited to, communication with key user communities, providing subject matter expertise, providing training and documentation where appropriate.
• Analyze and document business processes relevant to systems projects and improve these processes where appropriate. Support user acceptance testing and post-production support efforts.

Knowledge/Skills

• Demonstrated ability to analyze, design, configure, implement & support CSO data, processes, and technology.
• Strong analytical and technical skills focused on problem solving and process improvement. Strong verbal and written communication skills with the ability to absorb, synthesize and present moderately complex information through various forms of easily understood communications to most levels of business leadership.
• Strong interpersonal skills including problem solving, collaborating, and teamwork.
• Must be able to identify and propose alternative solutions to address system issues and enhance existing systems.
• Must be able to work effectively with limited guidance as well as being an active and contributing member of project teams.
• Excellent customer service skills: ability to analyze needs through soliciting, evaluating, and acting upon customer feedback.
• Ability to assess information and satisfy the needs of the customer as a user of digital products, understand, and support other systems, and understand the logic behind business systems to translate to a non-technical user.
• Ability to help generate relevant metrics to further business and CSO strategic initiatives and priorities.
• Understand business strategy and how it applies to processes, systems, and data at a micro level.
• Knowledge of key customer digital products.
• Strong knowledge of the customer portal (myWater).
• Knowledge of SAP and CRM.
• Advanced knowledge of MS Excel, Word, and PowerPoint.
• Possesses a thorough understanding of technological trends and leverages this knowledge when bringing forward alternative solutions.

Experience/Education

• Bachelor’s degree in computer sciences or business field, or equivalent experience preferred.
• In lieu of computer sciences or business degree, under-graduate degrees in other fields and/or relevant work experience may be considered in conjunction with equivalent work experience. 
• Minimum of 5 years of combined experience in CSO and technology required. This includes 3+ years of customer service experience, as well as 2+ years’ experience utilizing customer digital products.
• Experience on multiple, concurrent projects that have enterprise-wide impact and require subject matter expertise of process improvement areas and process improvement tools.

Travel Requirements

• Up to 10%

Work Environment

• Standard office environment

Competencies