Business Process Analyst (CIS)

PURPOSE STATEMENT

The Business Process/Data Analyst will help to analyze, improves business workflows using data to identify inefficiencies and opportunities for process optimization. This role operates at the intersection of business processes, technology, and user experience, working closely with cross-functional stakeholders and internal and external IT teams to translate business needs into clear, actionable requirements that support operational efficiency, growth, and customer satisfaction. The role supports process improvement efforts through data analysis, process documentation, training support, and the implementation of system and operational improvements across the organization.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

Participates in the development, testing, implementation, maintenance, and support of core operational processes in the context of our Customer Information System and related applications.
• Partners with internal departments to gather documentation, and analyzes business requirements for Cayenta (CU) related and other initiatives.
• Collaborates with cross-functional teams to review, refine, and finalize business requirements.
• Creates and delivers process maps and related requirements documentation.
• Analyzes business requirements and compares them against application functionality to confirm alignment and identify any gaps or inconsistencies.
• Ability to perform and lead user acceptance testing efforts.
• Communicates with users and key stakeholders to ensure alignment on proposed business/process changes.
• Evaluates the effectiveness of implemented process changes, gathers user feedback, and makes the necessary adjustments.
• Supports change management, end-user training, and process documentation (i.e. standard operating procedures and process map diagrams) as part of new feature rollouts and enhancements, upgrades and ongoing continuous improvement efforts.

• Assists in submission and tracking of ongoing support issues with software vendors by translating business needs and pain points into actionable application solutions.
• Supports the maintenance and monitoring of system security controls to ensure alignment with company standards.
• Assists in troubleshooting and resolving technical and operational issues.
• Provides ongoing support with ad hoc reporting for business monitoring and control activities (e.g., ad hoc customer rates and billing reports for review of internal control compliance).
• Assists with application configuration and re-configuration.
• Serves as a subject matter expert on Customer Information Systems (CIS)capabilities, data flows, and identifies opportunities to optimize business processes and system usage.
• Leads moderately complex projects and contributes to larger initiatives.

OTHER FUNCTIONS/RESPONSIBILITIES:

• Complies with all safety rules and cooperates in the fullest in the promotion of safety and safe work habits, to include the reporting of any unsafe conditions or acts. Maintains all EH&S training on a current basis.
• Complies with all applicable corporate and Hawaii Gas policies and procedures.
• Maintains assigned work area and equipment in a clean, orderly and safe manner; performs housekeeping duties as required and/or instructed. Works in a safe and responsible manner.
• Participates in department activities and
• Performs all other related duties as instructed by supervisor/manager.

Required Education:

• Bachelor's degree in Business Administration, Management, Information Technology or equivalent work experience required.

Required Work Experience:

• Two (2) years of experience in business process analysis and/or project management.
• Two (2) years of experience with customer care operations, procedures, and work processes.
• Working knowledge of Information Technology systems to support the Customer Information Systems (CIS) and related applications.
• Experience in preparing reports (e.g., customer data extracts, pricing extracts, customer volume reports, etc.) and evaluating software enhancements for impact on end user processes.
• Basic knowledge of Customer Information Systems (CIS), financial management software systems and billing systems.

Preferred Work Experience:

• Experience with billing related systems, such as Invoice Cloud and Cayenta.
• Experience with utility specific systems, such as Cargas and Intron FCS.
• Experience with accounting systems, such as Great Plains (GP).