Sr Business Applications Analyst - Customer Relationship Management

Orlando Utilities Commission   •  

Orlando, FL

Industry: Energy & Utilities


8 - 10 years

Posted 54 days ago

OUC – The Reliable One, an industry leader as the second largest municipal utility in Florida, is looking for qualified individuals to be part of our growing team. We are looking for self-motivated, creative professionals who can assist with achieving our vision of being recognized as the best utility in the nation. In addition, we are seeking individuals who are interested in working for a family friendly employer.

We are seeking an individual for a Regular position as a Sr Business Applications Analyst - Customer Relationship Management in the Information Technology Division.

Job Purpose:

Responsible for providing product expertise and functionality in understanding core application modules and/or business intelligence methodologies, including related project management. Provide first line resolution/analysis assistance as subject matter expert for responsibilities of system health, maintenance, and continuous improvements of corporate applications. Provide regular product support, maintenance and patch updates along with project enhancements that line with the corporate strategies of OUC. Work with business representatives to deliver completely implemented solutions to end user community by leveraging best practices of the core applications. May provide regular reporting product support by partnering with business units to better understand their requirements and produce documentation in support of OUC's reporting and dashboard initiatives.

Primary Functions:

  • Provide subject matter expertise in assigned core business unit function and/or business intelligence functions (including but not limited to: process improvement, data mining/gathering/quality assessment, reporting, data visualization, etc.);
  • Consult with management in the area of assignment as the primary point of contact to coordinate and communicate status, functional requirements, project priorities, operational impacts;
  • Serve as the key technical resource for core business capability and product management to ensure synergies throughout all IT areas: IT Support, Business Integration, Tech Services (server, network, database, etc), Major Project Delivery;
  • Act as a project manager in a lead role to assign, direct, train and inspect work; coordinate project activity, develop plans, and manage deliverables;
  • Provide application analysis for Information Technology and client base; serve as a contact for end-users needing functional support and business process interpretation;
  • Investigate and analyze how the system processed transactions to determine system functionality is configured correctly and providing accurate results;
  • Interface with functional users to define and document functional requirements for application software and reporting needs;
  • Develop and maintain relationships with key users in each area to stay current with how they use the various systems within OUC and offer support and leadership to each area using applications;
  • Define and document system scope, current logical view, general requirements and proposed logical view using structured design and analysis techniques;
  • Identify opportunities for improvement within the system, including making recommendations on how users can best utilize the product to accomplish their functional objectives; research and utilize new features of product (application);
  • Identify opportunities for business unit work flow and business process improvements and make recommendations for such to management as needed; work with business units to deliver completely implemented solutions to end user community by leveraging best practices of the core applications;
  • Evaluate business impact of errors and provide recommendation for solution through collaboration with business experts and developers;
  • Develop, research and evaluate feasibility of alternatives to meet project/solution objectives and recommends optimal alternative;
  • Evaluate existing and new system functionality and determine any requirements not met by the specific system and develops action plan to correct deficiencies;
  • Guide and participate with the Programmer Analyst(s) in understanding business needs and assist translation for detailed program specifications;
  • Develop and maintain documentation regarding system functionality:
  • Design and execute test plans for unit, integration and user acceptance tests; perform follow-up validation of corrected deliverables with the user community;
  • Participate on technology services and vendor application upgrades, patching, testing, as well as production implementations;
  • Follow triage, Software Development Life Cycle (SDLC), change management and other IT processes in place to promote new/revised objects to all environments;
  • Work with the IT Support Center, Programmer Analysts, System Administrators and software vendors to support and resolve software problems;
  • Analyze, diagnose and troubleshoot system issues to identify root-cause and implement solutions to minimize or prevent occurrences;
  • Contact software vendors to report, track and resolve problems with their software products;
  • Work on small, medium, and large scale projects as needed by OUC;
  • Handle scheduled on-call rotation responsibilities; and required shift work when needed during hurricane season;
  • Perform other duties as assigned.


Bachelor's Degree in Computer Science, Information Technology/Management Information Systems (or equivalent), Web System Administration or Cyber Security from an accredited college or university;

Seven (7) or more years of experience providing analysis and support of: business operations utilizing advanced business applications including in depth core applications work experience with Meter to Cash Suite, Oracle Utilities, Elster, Customer Information Systems (CIS), Enterprise Resource Planning (ERP) software, all defined interfaces, and add-on functionality (reporting, meter headend systems, consumer behavior systems, customer relationship management systems, data analysis tools). Configuration experience with Oracle Utilities Suite: Customer Care and Billing (CC&B) and Meter Data Management (MDM) preferred. CIS experience, preferably in utility industry or industry with similar functionality.

Working knowledge in one or more of these applications (but not limited to the following) utilized in area of assignment: Oracle Utilities Suite: Customer Care and Billing (CC&B), Meter Data Management (MDM); Customer Information Systems (CIS), preferably in the utility industry or industry with similar functionality.

Working engagement in all, but not limited to the following:

Related industry organizations such as International Institute of Business Analysts, Enterprise Architect Center of Excellence, Project Management Institute;

Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws;

Use of Project Management and Diagraming Software (i.e. Microsoft Project, Visio);

Structured Query Language (SQL).

· Use productivity tools for analysis/data behavior/data mining;

· Developing structured test scenarios, test cases, and perform accurate testing with documented results;

· Data analysis;

· Release management, environment management and code deployments;

· Quality assurance methodologies;

· Ability to manage projects and provide leadership and work guidance to team members;

· Manage costs for a project (work orders, invoices, actuals versus budget);

· Develop Return on Investment (ROI) and other project key performance indicators;

· Prepare accurate Commission Agenda items, Budgets (Capital or Expense);

· Advanced knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, Word, etc.);

· Ability to learn new enterprise applications and technologies and have full competency on assigned enterprise applications (i.e. Oracle Utilities (CC&B/MDM), Salesforce, OneView/Level One, SCGI Suite (OMS/CAD), SharePoint, Elster, Exceleron, Web, IVR, etc.);

· Ability to make arithmetic computations using whole numbers, fractions and decimals and compute rates, ratio and percentages;

· Ability to continue education on structured methodologies such as SDLC, Agile, and other best practices;

· Familiarity with all, but not limited to the following:

o System performance metrics and benchmarking techniques;

o Software Version Control (SVN).

· Ability to:

o Take on new system assignments;

o Learn, obtain structured and ad hoc training on vendor products/releases;

o Analyze and recommend integration to third party systems needing access to application data (real-time, or batch);

o Adapt to changing technology by acquiring new skills (i.e. by attending continuing educational courses/trainings);

o Create logical data models;

o Develop complex structured queries for accurate results;

o Develop structured test scenarios, test cases, and perform accurate testing with documented results;

o Use productivity tools for analysis, data behavior, and data mining;

o Work in a team environment on tasks and projects of varying complexity;

o Provide training and guidance on applications and related configurations to others;

o Take the lead on functional projects;

o Use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.);

o Manage time effectively and meet deadlines;

o Make presentation to both technical and non-technical audiences.

Rate of Pay: IT13E Salary $83,739.00 - 109,900.00


$83K - $109K