Business Systems Analyst in Utilities

MUST LEGALLY BE ABLE TO WORK WITHOUT SPONSORSHIP NOW OR AT ANY TIME IN THE FUTURE. GC and US Citizens Only.

Job Title: Business Systems Analyst in Utilities w./ SAP

Location: Brandon, FL (Hybrid/Onsite – 605 Lake Kathy Dr, Brandon, FL 33510)

Employment Type: Contract-to-Hire (6-Month Possible Permanent Opportunity)

Work Status: Must not require sponsorship of any kind now or in the future.

Methodologies: Agile & Waterfall

Tools & Technologies: SAP IS-U, SAP CRM, SAP Billing, Service Now, Power BI, Tableau, Qlik, SharePoint, SAP Business Objects, Smartsheet

We are seeking a highly analytical and detail-oriented Business Systems Analyst to support Customer Experience (CE) Business Solutions initiatives within a utility services environment. This role serves as a key liaison between business operations and IT teams, supporting SAP CRM/IS-U and Billing solutions through incident management, requirements gathering, testing coordination, and continuous process improvement.

The ideal candidate will possess strong SDLC experience, proven project coordination skills, and hands‑on expertise in production support, Service Now incident management, UAT testing, and SAP utility applications.

• Conduct incident triage, assessment, prioritization, and resolution coordination for Service Now incidents and requests.
• Partner with business stakeholders and technology teams to ensure timely incident resolution and request lifecycle completion.
• Analyze SAP IS-U and CRM Device Management incidents through root cause analysis, data validation, and cross‑functional coordination.
• Support production operations by identifying recurring system issues and implementing process improvements to reduce incident recurrence and improve resolution timelines.

• Facilitate workshops and requirement‑gathering sessions with business stakeholders to document current‑state processes, identify gaps, and define future‑state solutions.
• Prepare and maintain Business Requirements Documents (BRDs), Functional Requirements Documents (FRDs), user stories, functional specifications, and process flows.
• Collaborate with technical teams to translate business requirements into system enhancements and technical solutions.
• Participate in SDLC activities across Agile and Waterfall methodologies.

• Develop UAT strategies, test plans, test cases, and testing documentation for SAP CRM, Billing, and Device Management enhancements.
• Coordinate and support system integration testing, user acceptance testing, and defect resolution activities.
• Maintain testing artifacts, version control, and documentation repositories using SharePoint and Smartsheet.

• Design and maintain KPI dashboards using Power BI, Tableau, and Qlik to monitor billing performance, outage metrics, incident trends, and operational efficiency.
• Perform data analysis using SAP Business Objects and Service Now Performance Analytics to identify trends and recommend operational improvements.
• Support outage and reliability reporting initiatives, including metrics such as SAIFI and CMI.

• Support strategic planning initiatives including SWOT analysis sessions and business process evaluations.
• Collaborate with cross‑functional stakeholders to improve operational processes, reporting accuracy, and customer experience outcomes.
• Develop understanding of business operations, regulatory guidelines, master data models, and governance processes within the utility environment.

• Associate’s degree in Business Management, Information Systems, Engineering, Accounting, Communications, Mathematics, or related field.
• Minimum 4 years of experience supporting customer service operational technology solutions.
• Minimum 1 year of experience supporting SAP CRM/IS-U solutions in areas such as customer service, billing, finance, credit, or device management.
• Experience with:
  • Requirements gathering and documentation
  • UAT test case creation and testing support
  • Incident triage and production support
  • SDLC delivery methodologies
  • Service Now incident management
  • S…