Job Title: Business Systems Analyst - Utilities, CRM
Duration: 18 months
Location: Richmond, Virginia (Onsite)

Key skills: Utility experience, IssueTrak/ ServiceNow Help ticketing system, CRM, Business System Analysis, Business Requirement Documentation, and Analysis

Job Description:
We are seeking a Customer Management Systems Specialist with expertise in help desk operations, CRM platforms, knowledge base development, and business requirements analysis. This role will focus on evaluating and optimizing current customer management systems to support future state operations. Ideal candidates will have utility experience in water, gas, call centers, or field operations and possess strong written communication skills.

Key Responsibilities:

• Conduct an assessment of current customer management systems to determine whether to sunset or expand them to meet future state needs.
• Collaborate with internal teams to develop and implement a robust knowledge base for both internal and external customers.
• Design and document process workflows to enhance operational efficiency.
• Gather, analyze, and document business requirements for system enhancements or new implementations.
• Provide recommendations for improving customer management tools and processes.
• Work closely with stakeholders to ensure alignment with organizational goals and customer needs.

Qualifications:

• Experience:
  • Proven experience with help desk systems, CRM platforms, and knowledge base tools.
  • Utility industry experience, particularly in water, gas, call centers, or field operations.
• Skills:
  • Strong written communication skills for documentation and knowledge base development.
  • Expertise in business requirements gathering and process improvement.
  • Familiarity with system assessments and recommendations for optimization.
• Knowledge:
  • Understanding of customer service operations and workflows in utilities or similar sectors.

Preferred Qualifications:

• Experience developing and managing knowledge bases for diverse audiences.
• Familiarity with call center operations and best practices.

This position offers an exciting opportunity to shape the future of customer management systems and processes within a dynamic utility environment.