The Analyst II/Customer Solutions Operations is an individual contributor within the Customer Solutions department at Southwest Gas Corporation ("Company"). This position is a higher-level Analyst responsible for preparing data analytics, and consults and leads projects handled by lower level Analysts to assure viable quality information and analytics are reported to leaders within the department and across the Company.

POSITION DIMENSIONS

This position does not have accountability for budgets. The incumbent frequently exchanges information with non-exempt and professional level personnel throughout the Company and infrequently exchanges information with officers.

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires three to five years of relevant experience.

A bachelor's degree in Business Administration, Computer Science, Statistics, Information Systems or related field from an accredited university or prior experience working in the field of data analytics or reporting is required.

Strong technical skills required. Strong interpersonal and verbal and written communication skills. Very strong Microsoft Office Suite skills required. Knowledge of Power BI, Tableau, or similar reporting format is required.

ESSENTIAL JOB RESPONSIBILITIES

The Analyst II may be expected to perform all or any subset of the following responsibilities:

QUALITY MONITORING

• Consult on the analysis and reporting or quality monitoring and reporting
• Assist in the identification and analysis of errors and trends in quality monitoring results
• Consult on and complete Sarbanes-Oxley, SOC2, internal audit and compliance related reviews and requirements and provide required reporting

QUALITY ANALYTICS

• Assist with the development and maintenance of performance data and reporting
• Analyze trends and monitor the effectiveness of the Analyst I level, providing feedback and recommendations to leadership
• Oversee miscellaneous customer and account audits as requested by leadership

CONTENT COORDINATION

• Oversee intake and approval process for needed changes to online how-to help system, customer letter templates, forms, exception management guides, and procedures
• Assist with internal audits on content to validate accuracy and identify and complete required updates
• Consult on the annual audit and confirmation of all documented online points of contact for both inter and intra-departmental business units

TESTING, INITIATIVES AND SPECIAL ASSIGNMENTS

• Oversee rotational, project-based or special assignment testing
• Consult on requirements for technology updates or enhancements
• Assist with Sarbanes-Oxley operational reviews and reporting as compliance requirements
• Perform general data analysis and reporting as needed
• Oversee and consult on the analysis of credit and billing data - uncollectible analysis reporting and forecasting
• Assist with supporting the Training team as needed, including helping to build content, support new hire classes, OJT and department huddles, as well as tracking and reporting on results of assessments and surveys
• Assist with Bill Print reconciliation balancing, providing weekly updates for department reports, and reviewing bill details to ensure accuracy and timeliness
• Consult on bill messages based on projects occurring within the business and reviewing provided messages for accuracy

REPORTING AND ANALYTICS

• Develop and maintain standard reporting, spreadsheets and dashboards to respond to and analyze customer trends and results including but not limited to customer counts, arrearages, program enrollment and usage, collections and write-offs
• Develop and maintain analysis and forecasting on collections activities and write-offs
• Provide direct support to Compliance and Regulatory by performing research and analyzing information on customer accounts; creates a standard cadence for reporting and analysis of required customer or Company information
• Utilize Enterprise Data Warehouse reports to respond to and analyze both inter and intra-departmental customer data requests
• Request and coordinate additional data needs that cannot be supported by the existing reports
• Identify reporting needs and create recommendations for building future reports
• Assist with departmental budget analysis and preparation
• Provide suggestions for improvements in reporting capabilities with SA and Power BI
• Maintain reporting process documentation, training materials and standard operating procedures
• Design and deliver an intake process for Companywide requests for reporting and data analysis
• Perform related duties and responsibilities as assigned
• Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

$66,722 - $100,082

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.