Solution Analyst II

Location Madison

Job Category Customer Service

Apply Now (https://phf.tbe.taleo.net/phf01/ats/careers/v2/applyRequisition?org=MGE&cws=38&rid=1948)

POSITION PURPOSE

The Solution Analyst II is responsible for managing the intake and triage of new business requests for customer facing systems, ensuring alignment with business needs and priorities. This role collaborates with internal teams, business stakeholders, and software vendors to deliver technical solutions and ensure project milestones are met.

The Solution Analyst II plays a critical role in analyzing project issues, documenting workflows, and creating detailed process documentation, including gap analysis to aid in the understanding and implementation of business requirements. This position also requires active participation in training, troubleshooting, and providing support to end users, while proactively identifying opportunities for improvements and solutions.

DUTIES AND RESPONSIBILITIES

• Develops an understanding of operational and business needs.

• Intakes new requests and consults with the business to triage those requests.

• Assists as a support contact for designated area.

• Coordinates with support team to deliver technical capabilities per agreed upon schedules.

• Coordinates patching of the application, maintaining application and security standards.

• Analyzes project issues, key success factors, and lessons learned.

• Participates in project delivery in accordance with the project implementation plan.

• Responsible for participating in/creating workflows and documentation.

• Responsible for the storage of documentation for the application.

• Assists with audit requests.

• Develops detailed documentation, gap analysis, process flow charts, and decision tables to aid in the understanding of business requirements and potential solution options.

• Works with the software vendor representatives, the organization's business community, and end users.

• Participates in training and assisting end-users.

• Troubleshoots problems and questions.

• Reviews the status of projects and issues on an ongoing basis with project leadership.

• Performs communications with team members to discuss the status of deliverables, shared issues, end‐user concerns, budget, and upcoming milestones.

• Proactively identifies beneficial changes to solutions and collaborates with business teams.

QUALIFICATIONS

Education and Experience

• Bachelor's degree in business, computer science, information systems, or related field preferred.

• At least three to five years of experience as a solutions analyst or similar role required.

• Prior experience with Customer billing, CX applications, and/or CRM solutions.

Knowledge and Skills

• Ability to work within a cross-functional team.

• Apply problem-solving skills.

• Perform root cause analysis.

• Ability to take ownership of work activities and ensure they completed in a timely, accurate, and efficient manner.

• Ability to communicate information clearly and concisely with project leadership, subject matter experts, and key stakeholders.

• Ability to overcome obstacles and exhibit high levels of performance when faced with stressful work situations and time pressures.

• Ability to learn and advance proficiency with new software application(s).

ABOUT THE ORGANIZATION

About MGE

MGE generates and distributes electricity to 163,000 customers in Dane County, Wisconsin, and purchases and distributes natural gas to 176,000 customers in seven south-central and western Wisconsin counties. MGE is a regulated utility subsidiary of the investor-owned public utility holding company MGE Energy, Inc. MGE's roots in the Madison area date back more than 150 years.

An industry leader, MGE was among the first utilities nationwide to commit to net-zero carbon electricity by 2050, consistent with global climate science. Your community energy company is investing in a more sustainable future for the benefit of all our customers, investors, and employees. As your community energy company, we are committed to this area and its people. We take responsibility to:

• Plan and provide a safe, reliable, and cost-effective energy supply that balances the needs and values of those we serve.

• Provide information and education to serve our customers and stakeholders and help inform their energy decisions.

• Preserve and protect our environment while providing affordable, reliable energy.

• Encourage and support economic and business development to keep our economy strong and vibrant.

• Engage in open and honest dialogue, partnership, and collaboration to best serve our customers and the broader community.

Our Values

• Safety: Safety is a core value at MGE. The safety of our employees, customers, and communities is our top priority. Our culture initiatives continuously improve our safety performance. MGE has earned numerous safety awards for this safety performance, including the AGA Leading Indicator Safety Award.

• Reliability: We invest in our people and in our systems to help ensure top-ranked energy reliability that helps to maintain the economic health and vitality of the communities we serve. MGE is a national leader in electric reliability.

• Sustainability: With a commitment to transparency, accountability, and continuous improvement, we take a holistic and proactive approach to sustainable practices company-wide.

• Equity: We are committed to equity and inclusion in our service to our customers, in our workplace, and in our broader community, and we value diverse perspectives, ideas, cultures, and backgrounds.

MGE's parent company is MGE Energy, Inc., a public utility holding company. Its common stock trades on the NASDAQ Stock Market. For more information, visit mge.com and mgeenergy.com.

JOB LOCATION

The position is hybrid, and office days are in downtown Madison, Wisconsin, where MGE is an active participant in community efforts to preserve the area's extraordinary quality of life. We offer free, on-site parking and are located near biking trails and bus stops. Many employees enjoy the use of our many on-site EV charging stations.

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