VertexOne is the leading provider of cloud-based SaaS software powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 450 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.

VertexOne is looking for a Business Analyst (BA) with expertise in meter-to-cash processes and customer information systems within the Utility industry. This is a support role assisting customers after implementation by providing best practices, triage customer issues and defects, determine workarounds, analyze data, and create reports.

Essential Job Duties

• Engage in Implementation projects to help with transition to Support
• Work with Implementation BAs on post implementation support after go-live
• Work with CSM’s & Client Analysts to triage issues post go-live for new Clients
• Prioritize and work Client issues, providing issue analysis and documentation
• Creates test cases and performs program testing, reporting issues
• Creates issues using VertexOne ticketing system and follows through to resolution
• Become a subject matter expert on the CIS application and other VertexOne products and how they integrate with other systems
• Troubleshoot and perform root cause analysis of reported issues
• Communicate technical information to clients as needed
• Ensure issues are identified, updated, and resolved in a timely manner
• Ability to work with clients to identify and document business requirements for enhancements
• Participate in internal and Client workshops for new products and services
• Follow the defined change control process
• Attend client meetings as needed to review open items, discuss reported issues, gather details
• Perform software QA as needed for product upgrades and complex custom code
• Work cooperatively in a team environment to deliver high client satisfaction
• Available to assist CSM’s if needed during Client outages
• Ability to work occasional extended hours and weekends
• Ability to meet deadlines, team goals, manage multiple projects while focusing on priorities
• Works with client to identify required changes and understand business process flow. Creates a business requirements document effectively describing those processes and required changes
• Creation of internal user guides, training documentation and best practices
• Escalate and communicate issues to VertexOne Management or Clients as needed
• Communicate areas for improvement, develop and implement solutions
• Must be available to work flexible hours as required to accommodate clients in various time zones.
• Ability to travel to client sites or VertexOne events as required

Required Skills

• 3-5 years Business Analysis experience
• CIS platform experience
• Utility / meter-to-cash business process experience
• Knowledge and experience with self-service web portals
• Knowledge and experience with Bill Print, Cash Remittance processes
• Fluent in SQL, JIRA, Power BI
• Detail oriented, analytical and inquisitive
• Ability to work independently and with others
• Extremely organized with strong time-management