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Position Description:

This Business Analyst II will support our Customer Service billing function. This will have a hybrid work schedule with two days in office per week and will be open to Tulsa, OKC, Austin, or El Paso. This posting will close on May 22nd.

Are you being referred by a ONE Gas employee? If so, reach out to that connection and ask about the employee referral program. They can send you a link to apply directly so they can receive credit!

Role Summary** **:

+ Compile and analyze data trends in Billing & Payments to identify process/systemic issues and reoccurring pain points using systems such as Banner, CRM Dynamics, Power BI, Cognos, and Verint

+ Collaborate with IT, Systems Support, Rates and Regulatory, Field Operations and internal stakeholders across all divisions to improve Billing and Payments accuracy

+ Develop dashboards and reports to monitor key Billing and Payments compliance metrics and service level agreements

+ Lead initiatives to streamline billing workflows, processes, and documentation

+ Development, maintenance and analysis of financial spreadsheets and reports (budget planning, variance analysis, O&M expenses, attrition, and headcount trending)

+ Drive continuous improvement through data driven recommendations

+ Ensure processes and any changes meet compliance and regulatory requirements

+ Information and data gathering for internal/external audits

+ Track internal errors to improve First Call Resolution for Billing and Payments

+ Compile stats from various systems (Power BI/Verint) to build CSR Scorecards

What You Will Do

Perform and assist with reporting, analytics, and technical support activities related to the contact centers and/or business office groups in Customer Service.

Compile data related to performance statistics, forecasting, budget planning, or other information related to processes or projects using systems such as Banner, CRM Dynamics, Power BI, Cognos, and Verint

Mine data to validate the impact of process improvements and cost savings.

Provide accurate, complete and timely documentation of processes. Participate in business or vendor process implementation, problem resolution, testing, and training support.

Perform in-depth analysis to aid in business decisions and to drive improved performance (performance scorecards, agent statistics, key performance indicators, customer accounts etc).

Conduct customer feedback survey analysis to identify customer pain points, successes and trends across all divisions for process improvements related to escalated complaints and web cases.

Collaborate with internal and external stakeholders for data collection purposes and to request business changes for customer bills, letters, and inserts.

Responsible for efficiently executing cross-functional systems and/or business changes.

Participate in compliance monitoring by reviewing information, conducting internal audits, compiling data, reporting results, and collaborating on recommendations for additional controls.

Development, maintenance and analysis of financial spreadsheets and reports:

+ Budget planning, projections and forecasting

+ Variance analysis and explanations

+ Third party contractor financial reports

+ Operating and maintenance expenses

+ Attrition and headcount trending

Provide data analysis and reporting on Customer Communications Preferences Power BI database and other BI databases.

Regular and reliable attendance is required in performance of job.

What You Will Need

Preferred Bachelor's Degree Business administration, math, statistics, related field, or an equivalent combination of formal education and the following job-related experience:

Experience developing and maintaining data related to business processes.

Demonstrated ability to compile and extract data.

Demonstrated attention to detail, organizational skills and ability to prioritize.

Working knowledge of math, algebra, and data analysis. Ability to utilize key performance indicators to drive successful results.

Demonstrated ability to interact with others effectively including: making presentations, vendor communications, coordinating project work and meeting with different teams.

Demonstrated proficiency in Microsoft office with an ability to use excel at an intermediate level.

Ability to monitor information, identify trends that could impact the business performance (i.e. possible system issue, customer experience).

Minimum Applicable driver's license.

Mobility to travel in and around office facilities system wide.

Communicate and/or exchange information or instructions and conduct oral presentations.

Visual abilities sufficient to perform job duties.

Position Requirements:

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of One Gas. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

ONE Gas, Inc., and its divisions will provide equal employment opportunity for qualified persons without regard to sex, race, religion, color, national origin, ethnicity, age, sexual orientation, gender identity or expression, disability, military status or genetic information.

Job ID: 6340

Functional Area: Customer Service

Position Type: Full-Time Regular

Relocation Provided: No

Department: CUSTOMER SVC

Internal / External: Internal and External

Experience Required: 3 - 5 Years