Business Solutions Analyst II

Job Category: Customer Service Workforce/Process Mgmt Location: Hybrid within commutable distance to service area location, periodic travel required What makes us great At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships. Role Overview The Business Solutions Analyst roles support the health, efficiency, and continuous improvement of customer experience systems and business operations. Analysts act as liaisons between business units and technical teams, supporting system health, vendor relationships, data reporting, and business process optimization. Analysts contribute to or lead efforts related to troubleshooting, analysis, documentation, and enterprise-wide projects. Responsibilities Works independently on moderately complex issues and supports business process improvements. Leads system health monitoring efforts, proactively identifying trends and recommending corrective actions. Assists with system testing, vendor escalations, and cross-functional problem-solving. Develops and maintains business intelligence dashboards and reporting tools to track key metrics. Contributes to project teams, leads portions of system reviews, and mentors entry-level analysts. Expected to manage tasks and projects with limited supervision and prioritize competing responsibilities. Monitor and respond to incoming support requests submitted to the team’s intake system, providing first-level system support and conducting basic troubleshooting before escalating to IT. Conduct system health monitoring, system testing, basic troubleshooting, data validation, and QA checks to maintain system performance, accuracy and efficiency. Assist with or lead documentation of processes, workflows, and user guides. Generate reports and dashboards; perform data analysis to track performance metrics support business decisions. Support vendor relationships, assist in tracking performance metrics, as well as contract terms and compliance. Collaborate with cross-functional teams to resolve business challenges and improve system usability. Participate in project support, research, documentation, and administrative tasks. Participate in On-Call Supervisor rotation (minimum two shifts annually). Maintain awareness of trends, tools, and best practices related to customer experience and business solutions. Qualifications Proficiency in data analysis and visualization tools (Excel, Power BI, Tableau, etc.). Working knowledge of SAP systems, customer service technologies, regulatory compliance, company policies and security frameworks. Strong knowledge of business systems, vendor management, business process improvement methodologies, data reporting and customer experience or customer-facing technologies. Ability to work independently and manage multiple priorities effectively. Exposure to or proficiency in SAP S/4HANA, C4C, FSM, SSAM or similar enterprise systems. Experience in utility, energy, or regulated customer service environments. Strong analytical and problem-solving skills with attention to detail. Ability to manage multiple tasks and projects efficiently while adapting to shifting priorities. Effective verbal and written communication skills, with a collaborative working style. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook). Bachelor’s Degree in Business, Information Systems, Finance, or related field, or equivalent work experience. 2-4 years of relevant experience in business systems, data analysis, or operational support. Standard driver’s license. Benefits Fantastic opportunities for career growth. Cooperative, supportive and empowered team atmosphere. Annual bonus and salary increase opportunities. Monthly recognition events. Endless wellness initiatives and community events. Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and more! Paid time off, holidays and a separate bank of sick time. Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce and a culture that promotes a sense of belonging for all employees. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email View email address on click.appcast.io. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Chesapeake Utilities Corporation