Process Analyst, Customer Digital Products

$83,200 - $87,360/Yr

American Water - Camden, NJ

Full-time - Mid Level

Camden, NJ

5,001-10,000 employees

Utilities

About the position

The Process Analyst for Customer Digital Products at American Water is responsible for enhancing and implementing functionalities in customer digital products. This role involves collaborating with end users and management to define requirements, develop functional designs, and deploy solutions for application changes. The analyst will leverage technical knowledge and business insights to analyze and improve customer digital applications, ensuring they meet the functional needs of the business.

Responsibilities

• Examine and identify key trends in data and present findings to stakeholders.
• Investigate methods to improve automation of reporting processes.
• Assist in creating reports and dashboards to support business decision-making.
• Identify ways to customize and enhance business applications to improve processes.
• Work with stakeholders to identify potential configuration enhancements.
• Provide input for strategy and system modifications to maximize system effectiveness.
• Assist in design expertise, analysis, testing, and implementation support during vendor releases.
• Analyze the impact of requested changes related to user or system design specifications.
• Review incoming requests and communicate status and issues as necessary.
• Perform root cause analysis for system issues not operating as designed.
• Act as an expert internal resource on system capability and functionality.
• Oversee ongoing operation of data integrity maintenance within applicable systems.
• Support the execution of change management tasks in systems projects.
• Analyze and document business processes relevant to systems projects.
• Support user acceptance testing and post-production support efforts.

Requirements

• Bachelor's degree in computer sciences or business field, or equivalent experience preferred.
• Minimum of 5 years of combined experience in CSO and technology required, including 3+ years of customer service experience and 2+ years utilizing customer digital products.
• Strong analytical and technical skills focused on problem solving and process improvement.
• Strong verbal and written communication skills.
• Excellent customer service skills and ability to analyze needs through customer feedback.
• Ability to assess information and satisfy the needs of the customer as a user of digital products.

Nice-to-haves

• Knowledge of key customer digital products.
• Strong knowledge of the customer portal (myWater).
• Knowledge of SAP and CRM.

Benefits

• Health insurance
• Opportunities for career development and growth
• Competitive salary package