Business Analyst (Must have Retail Energy and C&I Background)

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.
  

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company.  Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company.  Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.
  

VertexOne is proudly Certified as a Great Place to Work®.  Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation.  VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.  

Overview of Role/Job Purpose:

The Business Analyst (BA) brings specialized expertise in deregulated energy markets and the operational functions of the VXretail system. This role focuses on supporting all clients, with an emphasis on Commercial and Industrial (C&I) clients. A deep understanding of C&I operations and industry-specific requirements is essential to deliver value across various sectors. Key responsibilities include creating user stories, analyzing, and resolving client inquiries related to utilities and VXretail system processes. The BA is also expected to stay current with utility market mandates and energy industry regulations, contribute to roadmap projects as needed, and assist with client implementations. This includes supporting the integration of regulatory changes to ensure VXretail remains compliant and aligned with market requirements.

Essential Duties:

• Work closely with stakeholders and clients, particularly in the Commercial and Industrial (C&I) sectors, to understand their needs, define business requirements, and translate them into user stories for actionable development plans.
• Analyze existing business processes with a specific focus on C&I operations, recommending improvements that enhance efficiency, reduce costs, and optimize outcomes.
• Serve as the primary liaison between business stakeholders—including general and C&I clients, product owners, and development teams—to ensure clear communication, alignment of objectives, and successful outcomes.
• Develop and document business cases and user stories, to ensure solutions align with industry standards, particularly C&I industry requirements, and client needs.
• Provide ongoing support throughout the project lifecycle by tracking timelines, monitoring deliverables, and ensuring projects meet business goals for both general and C&I clients.
• Utilize in-depth knowledge of the C&I sector to implement tailored industry-specific strategies, improving operational efficiency and meeting client objectives.
• Analyze data to provide actionable insights and recommendations, helping both general clients and C&I clients optimize their business decisions and performance.
• Participate in User Acceptance Testing (UAT) to validate that solutions meet client and C&I client requirements, identifying and resolving any gaps or issues during testing.
• Provide training to clients and C&I clients to ensure smooth adoption of new solutions and ongoing support.
• Troubleshoot software issues and conduct root cause analysis to resolve software support issues effectively.
• Communicate business rules, technical information, and functionality enhancements clearly to clients, development teams, and stakeholders as needed.
• Collaborate with team members and clients to triage issues, ensuring timely resolution and minimal disruption.
• Assist Client Success Managers (CSMs) with the transition of new clients onto the platform post-hypercare.
• Research and stay updated on utilities market mandates, regulations, and business rules, ensuring compliance for clients and C&I clients.
• Understand and assist in developing and implementing best practices for business procedures, ensuring continuous improvement for general and C&I client needs.
• Provide industry insights and product knowledge to clients, implementation teams, and development teams, ensuring all parties are informed and aligned.
• Write user stories and detailed workarounds for potential software modifications, ensuring accuracy and clarity in all documentation and ensuring clear documentation of client requirements.
• Communicate software problems and functionality enhancements in detail to developers, ensuring they are addressed effectively.
• Participate in team discussions and brainstorming sessions to resolve issues and drive continuous improvements.
• Participate in work product review sessions on behalf of the support organization, providing analytical feedback to improve the overall solution.
• Identify areas for improvement, develop solutions, and provide updates on process improvement initiatives as issues are identified.
• Escalate and communicate critical issues to VertexOne management or clients as needed, ensuring swift action is taken.
• Ensure all client issues are identified, updated, and resolved within established timelines to maintain high levels of client satisfaction.

Skills/Qualifications:

• Minimum of 3 years of experience as a Business Analyst, with a history of supporting clients in various industries.
• Mandatory: In-depth knowledge of the Commercial and Industrial (C&I) sector, including industry-specific challenges, regulations, and best practices.
• Strong analytical and problem-solving skills, with experience in process improvement and requirements gathering.
• Proficient in documenting business requirements and creating user stories.
• Experience in data analysis to support business decision-making.
• Excellent communication and interpersonal skills, with the ability to work effectively with a variety of stakeholders.
• Excellent organizational skills and ability to manage multiple responsibilities, while effectively focusing on priority issues
• Ability to apply business process knowledge to software product concepts
• Ability to meet deadlines and team goals
• Exceptional customer service approach with internal and external customers
• Proficient in MS Excel, Word, Visio, SQL
• Excellent understanding of meter to cash processes for utilities and suppliers

Education/Experience:

• Degree in IT or equivalent experience
• Experience and working knowledge of the regulated and/or deregulated energy market, especially the Texas market, is a plus. Commercial and Industrial (C&I) is mandatory.
• Strong analytical, design, and problem-solving skills are a plus
• Knowledge of Electronic Data Interchange (EDI) is a plus
• Experience in MS SQL and .Net development is a plus
• Knowledge of VXretail (UtiliBill) is a plus

What VertexOne has to offer:

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program

About VertexOne: 

VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers.

With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer.

From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.

For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.

Equal Opportunity Employer:
VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law.

VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.

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Other details

• Job Family Business Analyst
• Job Function Individual Contributor
• Pay Type Salary