Senior Business Analyst​/Customer Technology

The Senior Business Analyst/Customer Technology is an individual contributor within the Customer Technology Support (CTS) department of Southwest Gas Corporation (SWG). This functional role spans across customer technology platforms and operations, serving as a strategic liaison between business units, technology teams, and external vendors. It is responsible for analyzing data and business processes, supporting training efforts, and providing functional technology support across meter-to-cash operations-including cash receipting, credit and collections, billing, and self-service channels.

The role ensures compliance with state and federal regulatory requirements, including those related to billing accuracy, customer data protection, and financial reporting. It oversees testing activities, manages vendor relationships, and drives the seamless operation, optimization, and continuous improvement of both customer-facing and back-end systems. This role collaborates and communicates effectively, is an expert at navigating complexity and ambiguity, overcoming obstacles, identifies opportunities for improvement, ensuring the seamless operation, optimization and continuous improvement of customer-facing and back-end systems.

This position also provides support for customer projects and initiatives. 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 will contribute to budget preparation, planning, analyzing and forecasting as well as lead projects and initiatives. The incumbent frequently interacts with personnel across departments, management, and external vendors.

QUALIFICATIONS

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.

* A Bachelor's or Master's degree in Accounting, Business Administration, Computer Science,

Finance, Information Technology, or related field, or equivalent experience.

* This position requires six plus years of relevant work experience such as business analysis,

with leadership responsibilities.

* Leadership skills that include experience in managing, facilitating, developing, planning,

directing, controlling and organizing projects and people.

* Ability to lead and motivate project teams.

* Expert-level understanding of Software Testing Life Cycle and advanced testing tools.

* Proven experience leading functional and user acceptance testing initiatives.

* Exceptional communication, leadership, and stakeholder management skills.

* Advanced proficiency with SAP CX suite modules, including:
My Customer (S4), My Customer2

(C4C), CIC, as well as Signavio, MiBob (BPEM exception management), SAP Analytics Cloud (SAC),

MyAccount (self-service portals), Bill Print and Electronic Presentment, or similar digital

applications is required.

* Foundational analytical, incident management, problem identification and solving skills, and

root cause analysis.

* Proficiency with process improvement, quality assurance, and business process mapping.

* Expertise with Microsoft Office products including Teams, Word, PowerPoint, Power

BI, and

Excel.

* Deep analytical, research, root cause, and strategic problem-solving skills.

* In-depth knowledge of company business processes, policies, tariffs, and regulatory

frameworks.

* Strong experience with incident, problem, and change management processes.

* Ability to lead business process mapping and drive continuous improvement.

* Demonstrated ability to address complex problems holistically and implement sustainable

solutions.

* High-level organizational skills with experience managing multiple high-impact

projects.

The following certifications are highly desirable; at least one or more of following certifications

are required:

* Certified Revenue Integrity Professional (CRIP)

* Project Management Professional (PMP)

* ASQ Quality Certification

* Certified Business Analysis Professional (CBAP)

* International Software Testing Qualifications Board (ISTQB) Certified Tester

* Certified Software Test Professional (CSTP)

* Certified Software Tester (CSTE)

* Certified Software Quality Analyst (CSQA)

* SAP application certifications

ESSENTIAL JOB RESPONSIBILITIES

* Lead cross-functional teams in gathering, analyzing, and documenting complex business

requirements.

* Establish and maintain liaison relationship with business partners and IS organization.

* Perform project level analyses and produce concept communication materials.

* Assess business needs utilizing a structured requirement process.

* Evaluate current business processes to identify areas of improvement or system

inefficiencies.

* Develop, write, and…