At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.
Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.
VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.
Overview of Role/Job Purpose:
The Business Analyst has specialized knowledge of the energy business and Vxretail systems operations. This position creates business requirement documents, clarifies/research/troubleshoot client’s requests and questions about Vxretail system and utilities, keeps up to date on utilities market mandates/rules in the energy business, and assist in utilities market mandate changes in the Vxretail system.
Essential Duties:
- Troubleshoot software issues and performs root cause analysis of software support issues
- Communicate business rules and technical information to clients as needed
- Analyze the business objectives of our clients and utilities by gathering information and creating business requirement documents
- Partner with programmers and project team to review business requirement documents, communicate business objectives, and answer any questions on the business requirement documents
- Work with team members and/or clients to triage issues
- Assist CSM’s with transition of new clients on the platform post hyper-care
- Perform user acceptance test and other functional tests to validate issue resolution
- Research and update utilities market mandates and business rules
- Understand and assist in the development of best practices for business procedures
- Complete control file setup to meet business requirements
- Provide industry and product knowledge to clients, implementation, and/or development project teams
- Write user specifications for potential software modifications
- Review user documentation for accuracy
- and functionality
- Analyze and document workarounds to software issues
- Participate in team discussions and issue resolution brainstorming
- Participate in work product review sessions on behalf of the support organization and provide analytical feedback
- Train and mentor new team members on all support work flows and processes
- Provide updates to process improvement initiatives as issues are identified
- Communicate areas for improvement, develop and implement solutions
- Escalate and communicate issues to VertexOne Management or Clients as needed
- Ensure issues are identified, updated, and resolved in a timely manner
Required Skills/Qualifications:
- 3 to 4 years' Business Analysis experience
- Strong analytical, design, reasoning and problem-solving skills is a plus
- Knowledge of Electronic Data Interchange (EDI) is a plus
- Will support the FICA sector of the company, so accounting knowledge is ideal
- Strong functional experience utilizing MS SQL
- Proficient in MS, Excel, Word, Visio
- VB.net or .Net development a plus
- Knowledge of UtiliBill (Vxretail) is a plus
- Exceptional customer service approach with internal and external customers
- Strong relationship management skills
- Excellent organizational skills; ability to manage multiple responsibilities, while effectively focusing on priority issues
- Ability to apply business process knowledge to software product concepts
- Understanding of database principles and control files
- Ability to communicate and enforce standards
- Ability to meet deadlines and team goals
- Ability to work with minimal supervision
- Excellent understanding of meter to cash processes for utilities and suppliers
- Knowledge of AMI meters and cash processing
- Ability to work cooperatively in a group environment to achieve common goals; ability to build and maintain effective working relationships; effective conflict management skills
- Strong communication skills (written, reading comprehension, listening, verbal)
- Flexible, team player approach to work
- Ability to build and maintain effective working relationships
Education
- BA Degree in IT related field preferred
What VertexOne has to offer:
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs)
- 401K match
- Flexible PTO
- Employee recognition platform with monetary rewards
- 100% Remote work environment
- Initial work from home stipend
- Leadership/Coaching training programs
- Free access to Bizlibrary for unlimited professional development
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Health and wellbeing programs
- Paid parental leave
- Employee bonus referral program
- Employee Discount Program
About VertexOne:
VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers.
With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer.
From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.
For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.
Equal Opportunity Employer:
VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law.
VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.
Other details
- Job Family Business Analyst
- Job Function Individual Contributor
- Pay Type Salary
- Employment Indicator Regular
- Min Hiring Rate $65,000.00
- Max Hiring Rate $85,000.00
- Job End Date Tuesday, December 31, 2024