Systems/business Analyst

Systems/Business AnalystThe primary objective of this role is to serve as a Subject Matter Expert (SME) in daily operations for assigned retail natural gas markets across multiple states. You will master standard operating procedures, system processes, and regulatory requirements for each market. Your responsibilities include monitoring, identifying, and resolving billing and customer communication exceptions, ensuring compliance and timely correction of system issues. You will also lead User Acceptance Testing for system enhancements and defects, working closely with various teams to ensure shared understanding of system changes and their impacts.Responsibilities include:Align closely with Regulatory, Legal, and Marketing to support Expanded Market letter requirements and perform quarterly audits to ensure compliance.Monitor billing and error handling for Expanded Markets, resolving issues proactively using SQL queries.Support User Acceptance Testing (UAT) efforts for the Expanded Markets billing system.Support pricing and promo code setup, researching and correcting any issues promptly.Perform letter audits to ensure content, layout, mailing timelines, and state regulations are met.Review daily system-generated reports to ensure IT functions are working as designed.Participate as an SME in Expanded Markets projects, collaborating on requirements gathering, design, testing, and implementation.Support Consumer Relations and Customer Care teams by investigating billing or letter concerns.Serve as a reporting liaison for Expanded Markets System reporting and data requests.Ensure Standard Operating Procedures (SOP) are up to date, reflecting system enhancements and project implementations.Identify root causes for billing errors and exceptions.Manage print vendor relationships for Customer Operations.Liaise with the Marketing Team to coordinate rate updates, monthly billing, promo code updates, and pricing requests.Work with personnel to develop and launch new customer operations processes and improvements.Liaise with vendors and business owners to gather and document requirements for operational changes.Gather and analyze data to identify and implement new processes and improvements in billing and Customer Service Support operations.Create project plans with controls, milestones, and checkpoints for system implementation projects.Essential Skills include:5+ years of experience in consumer services, billing, system operations, or business to consumer (B2C).Ability to work independently under moderate supervision and effectively as a team player.Exceptional verbal and written communication skills.Strong relationship management skills.Strong organizational and problem-solving skills.Strong project management skills.Ability to coordinate and manage multiple tasks with sensitive timelines.Ability to perform metrics creation, implementation, tracking, and reporting.Ability to conduct trending and analysis to identify root causes and possible solutions.Proficiency in Microsoft Office Word, Excel, PowerPoint, and SQL.Additional Skills & Qualifications include:Bachelor's degree OR 5+ years of applicable experience.Retail utility experience or related field (consumer services billing)Natural Gas Marketer/Supplier experience.Strong knowledge of Microsoft Office Project, Visio, and Access.Advanced database knowledge, including developing and executing SQL statements.Type of experience/Industry that would be ideal for this role includes:Electric power billingTelecom billingInsurance billingHealthcare payer/member billingWaste management billingHome services (HVAC, pest control, lawn care, propane) billingSubscription-based SaaS customer billingCable/internet billingProperty management billingWork Environment:Office environment with a hybrid schedule, requiring on-site presence 4 days per week, subject to change based on business needs. SOMEONE LOCALJob Type & Location:This is a Contract position based out of Atlanta, GA.Pay and Benefits:The pay range for this position is $30.00 - $36.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)Workplace Type:This is a fully onsite position in Atlanta, GA.Application Deadline:This position is anticipated to close on Sep 9, 2026.About Actalent:Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io for other accommodation options.San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.