Business Analyst II/Customer Technology

The Business Analyst II/Customer Technology is an individual contributor within the Customer Technology Support (CTS) department of Southwest Gas Corporation (SWG). This functional role encompasses responsibilities across customer technology operations and serves as a business insights coordinator and translator between business units, technology teams, and external vendors. This role is responsible for analysis of data and processes involving cash receipting, credit and collections, billing, self-service channels, state and federal regulatory compliance, testing, and vendor management and ensuring the seamless operation, optimization and continuous improvement of customer-facing and back-end systems. This role leads requirements gathering, process analysis, and testing efforts for business systems and operations. This role collaborates and communicates effectively, successfully navigates complexity and ambiguity, drives opportunities for improvement, ensuring the seamless operation, optimization and continuous improvement of customer-facing and back-end systems. This position collaborates with departments such as Customer Experience, Information Services, Treasury, Regulation, Accounting, Internal Audit, and external vendors to ensure system integrity, compliance, and customer satisfaction. POSITION DIMENSIONS This position does not have direct accountability for people or budgets but may contribute to budget preparation, analyzing, planning and forecasting and lead projects and initiatives. The incumbent frequently interacts with personnel across departments, management, and external vendors. QUALIFICATIONS u2022 There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This includes developing and executing detailed test cases and scripts, identifying and documenting defects, and collaborating with development teams to resolve issues. u2022 A bacheloru2019s degree in Accounting, Business Administration, Computer Science, Finance, Information Technology, or related field, or equivalent experience. u2022 This position requires four to six years of relevant work experience such as business analysis, software testing, or customer technology support. u2022 Leadership skills that include experience in managing, facilitating, developing, planning, directing, controlling and organizing projects and people. u2022 Organize and manage time effectively while handling multiple priorities. u2022 Proficient in Software Testing Life Cycle and testing tools. u2022 Hands-on experience with functional and user acceptance testing. u2022 Strong communication and stakeholder engagement skills. u2022 Experience with SAP CX suite modules, including: MyCustomer (S4), MyCustomer2 (C4C), CIC, as well as Signavio, MiBob (BPEM exception management), SAP Analytics Cloud (SAC), Power BI, MyAccount (self-service portals), Bill Print and Electronic Presentment, or similar digital applications is preferred. u2022 Proficiency with process improvement, quality assurance, and business process mapping. u2022 Proficiency with Microsoft Office products including Teams, Word, PowerPoint, PowerBI, and Excel. u2022 Solid analytical, research, and problem-solving capabilities. u2022 Working knowledge of company business processes, tariffs, and regulations. u2022 Experience with incident, problem, and change management. u2022 Ability to perform business process mapping and recommend improvements. u2022 Analytical and results-oriented with ability to work within a fast paced, flexible environment u2022 Ability to handle multiple diverse tasks and deliverables simultaneously while maintaining flexibility within stressful environments. The following certifications are highly desirable: u2022 Certified Revenue Integrity Professional (CRIP) u2022 Project Management Professional (PMP) u2022 ASQ Quality Certification u2022 Certified Business Analysis Professional (CBAP) u2022 International Software Testing Qualifications Board (ISTQB) Certified Tester u2022 Certified Software Test Professional (CSTP) u2022 Certified Software Tester (CSTE) u2022 Certified Software Quality Analyst (CSQA) u2022 SAP application certifications ESSENTIAL JOB RESPONSIBILITIES u2022 Assume all responsibilities of Business Analyst I/Customer Technology. u2022 Mentor other analysts and support their development. u2022 Establish and maintain liaison relationships with business partners, IS organization, developers, and third-party vendors. u2022 Understand the Companyu2019s core business functions related to customer-facing and back-office applications. u2022 Maintain communication with end-users to keep them informed of system updates and enhancements. u2022 Monitor and report on productivity tools and key performance indicators across delivery methods. u2022 Conduct data gathering and analysis to understand business strategy and objectives. u2022 Identify key stakeholders and coordinate subject matter experts for assigned activities. u2022 Obtain and organize business objectives through internal investigation and stakeholder engagement. u2022 Assess business needs using a structured requirements process (gather, analyze, document, and manage changes). u2022 Evaluate current business processes to identify inefficiencies and recommend improvements. u2022 Analyze business processes to identify training, process, or technology enhancements. u2022 Develop, write, and communicate business requirements and functional specifications. u2022 Establish functional requirements using workflow charts, diagrams, and documentation. u2022 Develop business cases and vendor-facing documentation (RFI, RFP, RFQ) in collaboration with stakeholders. u2022 Ensure Company standard practices (SP) and regulatory compliance are incorporated into development plans. u2022 Recommend system controls and best practices for application development. u2022 Develop, maintain, and modify work plans for requirements development. u2022 Maintain associated documentation for all change requests and archive future-phase requirements. u2022 Provide reference materials and documentation for users of supported applications. u2022 Maintain project management protocols and procedures, including responsibility support matrices. u2022 Coordinate and facilitate assigned project tasks to ensure requirements remain in scope and are completed on time and within budget. u2022 Monitor and manage factors identified during requirements analysis and report progress. u2022 Work collaboratively to stay informed of business changes, escalate issues, and ensure stakeholder satisfaction. u2022 Assess and request assistance to resolve technical, business, or operational issues. u2022 Transition application requirements to development and support teams. u2022 Facilitate business process change management as needed. u2022 Obtain stakeholder agreement that all requirements and expectations have been delivered. u2022 Coordinate testing cycles, document defects and resolutions, and support functional testing. u2022 Participate in lessons learned and root cause analysis sessions and incorporate improvements into future projects. u2022 Direct the project team regarding documentation retention in accordance with Company standards. u2022 Provide functional support for daily operations of customer-facing technology and advanced troubleshooting. u2022 Perform related duties and responsibilities as assigned. u2022 Regular and predictable attendance is a condition of employment. SALARY DETAILS Las Vegas: $75,474.00 - $109,432.00 At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process. Our History Southwest Gas Corporation was founded in 1931 and is a subsidiary of Southwest Gas Holdings Inc (. We provide natural gas service to Arizona, Nevada, and portions of California. Our communities, and the more than 2 million customers we serve, are the reasons why we've been heating things up for decades. So, whether youu2019re enjoying a backyard barbeque with friends, getting cozy indoors during the winter, or preparing an epicurean delight in your new restaurant, Southwest Gas is here to support your comfort and your lifestyle. Southwest Gas is an equal opportunity employer, disability/veteran.

Created: 2026-03-13