System Analyst, Customer Ops - Strategic Applications Operations Application and Support

Overview

The System Analyst will support the evaluation, design, and implementation of process automation and software solutions that improve operational efficiency and business effectiveness. This role will partner with business and technical stakeholders to gather and document requirements, analyze current-state workflows, and define future-state solutions aligned with organizational needs. The System Analyst will also help identify opportunities to incorporate AI capabilities into future-state solutions where appropriate to enhance automation, improve decision-making, and support innovation.

Responsibilities

• Partner with business stakeholders, technical teams, and end users to gather, analyze, and document business and system requirements.
• Evaluate current-state processes and workflows to identify opportunities for process automation, optimization, and improvement.
• Execute and track project plans using agile methodology and Azure DevOps (ADO). These activities will provide experience to manage larger agile work streams as experience and knowledge is developed. Work closely with developers, designers, QA and business stakeholders to support successful delivery.
• Assist in defining functional requirements, use cases, user stories, and acceptance criteria for system enhancements and new solutions
• Collaborate with solution architects, developers, and project teams to ensure requirements are translated into effective technical solutions.
• Identify and assess opportunities where AI capabilities may be leveraged to improve automation, efficiency, decision-making, or user experience.
• Support testing activities, including test case development, validation of solutions, and review of results to ensure requirements are met.
• Help coordinate issue resolution during development, testing, and implementation phases.
• Contribute to continuous improvement efforts by recommending enhancements to systems, processes, and solution approaches.
• Prepare process documentation, workflow diagrams, and other supporting materials as needed.
• Work with an agile methodology to assist the team in delivering products and reaching milestones in a timely manner.
• Prepare analytical reports that will provide a clear before and after picture and present to business owners and stakeholders as needed

Qualifications

• Associate's Degree and with 4 years of work experience or
• Bachelor's Degree and with 3 years of work experience or
• Master's Degree and with 2 years of work experience

• Master's Degree and with 2 years of work experience

• Proven experience in project management, customer experience management, product management, technology implementation, and full software development lifecycle, required.
• Skilled in Microsoft Office (Excel), Azure DevOps or similar work tracking tools, Oracle BI, and Supply Chain systems, required.
• Ability to manage budgets and vendors, support agile product teams, and produce formal presentations and documentation for executives and regulatory purposes, required.
• Knowledge of Customer Operations, Energy Services, and CECONY customer CDG business processes, preferred.
• Familiarity with various Company and Customer Operations computer systems, preferred.

• Driver's License Required
• Other: Agile Certification, Sales Force Certificates, Product Management Certifications and UX/UI or Product Design Certifications Preferred

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.