Customer Systems Analyst

POSITION PURPOSE

Under general direction, provide operational and data analytics support in the Customer Center department. Develop and enhance department processes and reporting. Support software platforms through bug and enhancement identification and testing.

DUTIES AND RESPONSIBILITIES

• Collaborates cross-functionally with both internal and external business partners, consultants, and vendors.
• Assists in improving the customer experience and provides value-added business changes through a wide variety of reporting tools, data collection methods, interpretation, and communication of issues.
• Develops database queries to be used in routine business monitoring as well as in ad hoc situations to further support leadership decision-making.
• Provides data analysis, identifies trends, and generates reports for leadership, including but not limited to phone metrics, accounts aging and receivable, third-party functions related to billing and payment processing as well as credit and collections-specific functions.
• Interprets raw data and provides recommendations for strategies to enhance business outcomes.
• Assists in the end-to-end administration of business processes and various software platforms related to core phone infrastructure, IVR, call recordings, staffing level/call volume forecasting, collection agency referral processing, automated collection phone calls, and core customer information systems including integrations to key supporting elements such as My Account and third-party payment-processing web services.
• Represents business area as needed within various stages of the iterative/agile project management framework; i.e., ideation, requirements, design, test, and deploy.
• Assists in the identification and prioritization of system defects/enhancements.
• Develops new and/or updates existing documentation related to department policy, procedures, training manuals, and system user guides related to various software applications.
• Performs other duties as assigned, including but not limited to serving on the on-call rotation for service outages and after-hours collection calls as well as being a supervisory backup in the absence of Customer Center management staff.

QUALIFICATIONS

Education and Experience

• A bachelor's degree in business, economics, information technology, mathematics, statistics, or equivalent.
• Two to five years of relevant business experience preferred.
• Experience writing and conducting business analysis with data queries through Microsoft SQL Server, Oracle SQL Developer, or equivalent.
• Moderate to advanced working knowledge of Microsoft Excel, especially as it relates to data formulas and pivot tables.
• Demonstrated experience working with large amounts of data and information in a complex regulatory environment preferred.

Knowledge and Skills

• Advanced ability to collaborate with diverse sets of stakeholders at different levels to accomplish mutual goals.
• Demonstrated "multipliers" behavior, i.e., able to amplify the intelligence and talent of those around them.
• Strong analytical, quantitative, and root-cause problem-solving skills.
• Proven ability to be a holistic thinker when problem solving and recommending solutions.
• Highly organized with attention to detail.
• Strong oral/written communication skills with proven ability to articulate questions, answers, and concerns in a concise manner to ensure situations are addressed as efficiently as possible.
• Proven ability to interpret, summarize, and communicate critical business findings to senior leadership/executive teams.
• Proven ability to prioritize and maintain flexibility in a fast-paced, dynamic, service-oriented work environment.
• Self-motivated with ability to learn new processes and/or systems quickly.
• Strong internal and external customer orientation.

ABOUT THE ORGANIZATION

About MGE

MGE generates and distributes electricity to 161,000 customers in Dane County, Wisconsin, and purchases and distributes natural gas to 173,000 customers in seven south-central and western Wisconsin counties. MGE is a regulated utility subsidiary of the investor-owned public utility holding company MGE Energy, Inc. MGE's roots in the Madison area date back more than 150 years.

An industry leader, MGE was among the first utilities nationwide to commit to net-zero carbon electricity by 2050, consistent with global climate science. Your community energy company is investing in a more sustainable future for the benefit of all our customers, investors, and employees. As your community energy company, we are committed to this area and its people. We take responsibility to:

• Plan and provide a safe, reliable, and cost-effective energy supply that balances the needs and values of those we serve.
• Provide information and education to serve our customers and stakeholders and help inform their energy decisions.
• Preserve and protect our environment while providing affordable, reliable energy.
• Encourage and support economic and business development to keep our economy strong and vibrant.
• Engage in open and honest dialogue, partnership, and collaboration to best serve our customers and the broader community.

Our Values

• Safety: Safety is a core value at MGE. The safety of our employees, customers, and communities is our top priority. Our culture initiatives continuously improve our safety performance. MGE has earned numerous safety awards for this safety performance, including the AGA Leading Indicator Safety Award.
• Reliability: We invest in our people and in our systems to help ensure top-ranked energy reliability that helps to maintain the economic health and vitality of the communities we serve. MGE is a national leader in electric reliability.
• Sustainability: With a commitment to transparency, accountability, and continuous improvement, we take a holistic and proactive approach to sustainable practices company-wide.
• Equity: We are committed to equity and inclusion in our service to our customers, in our workplace, and in our broader community, and we value diverse perspectives, ideas, cultures, and backgrounds.

MGE's parent company is MGE Energy, Inc., a public utility holding company. Its common stock trades on the NASDAQ Stock Market. For more information, visit mge.com and mgeenergy.com.

JOB LOCATION

The position is hybrid, and office days are in downtown Madison, Wisconsin, where MGE is an active participant in community efforts to preserve the area's extraordinary quality of life. We offer free, on-site parking and are located near biking trails and bus stops. Many employees enjoy the use of our many on-site EV charging stations.

Pre-employment will require the successful completion of a background check and drug screen.

AA/EOE-Minorities/Females/Gender Identity/Sexual Orientation/Disabled/Vets

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