Field Service Operations Analyst Business Analyst I
Field Service Operations Analyst ("Business" Analyst I) Aqua America Inc. - Bryn Mawr, PA 19010 Aqua America, Inc. is an Equal Opportunity / Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law. GENERAL FUNCTION: Provides technical and analytical expertise to National Operations, Asset Management, Customer Service and Call Center Operations, and various support teams. Develops a strong understanding of the companys, work order management system, enterprise asset management, GIS, routing, automatic vehicle location, and supporting mobile platforms. Manages and monitors field operations utilizing the Companys various technology systems for all of Aquas service territories nationwide. Assists management in continued refinement of the use of various programs while supporting day-to-day workload distribution, making adjustments as needed, and handling schedules for personnel and customers. Owner of the development and delivery of training to Operations employees both in the office and in the field as related to technology systems, the use of reporting, and best company practices. Prepares and distributes management reports and analysis of operational data. Position will work closely with identical counterpart on the duties and functions of the job under the direction of supervisor. The ideal candidate is a problem solver who can take initiative, use available data to uncover hidden trends, and work on tasks with autonomy. RESPONSIBILITIES AND DUTIES: Training development of training procedures and materials (print and web), conducting training, and communication with field staff. Training is expected to be in person for some scenarios and web based for other. Expected travel at times is 25-50%. Applications Develops a strong understanding of companys field management and dispatch application, work order management system, enterprise asset management, GIS, routing, automatic vehicle location, and supporting mobile platforms. Upgrade and enhancement testing of applications and hardware. Analysis reporting, optimizations of workflow and process improvement. Business process and workflow improvement for field service personnel and supporting systems. Develops a practical understanding of customer service, call center and service order dispatch functions software and hardware operational needs. Support dispatch function and dispatchers as needed. Develop a strong working relationship with operations management and supporting personnel. Client model approach to treat encounters with field staff, state personnel, and other departments as client interactions. Developing a relationship with Operations management, field personnel, Customer Operations, IT, and other departments as needed. Knowledge and proficient use of ESRI GIS software is desirable, but not required. Analysis of data using business intelligence software applications. Demonstrated understanding and proficiency with Excel for analysis. Strong verbal and written communication skills desired. Represents the department on special project teams. Performs other duties as they arise from time to time, at the request of Manager or Department Director. Required Skills Required Experience SPECIAL EDUCATIONAL OR REGISTRATION QUALIFICATIONS: Candidates for this position should possess a Bachelors degree with a preferred concentration in engineering, statistics, business, data science, GIS or other technical discipline with two to seven years of experience. Must have excellent verbal and written communication skills. Must be proficient in Microsofts Excel and PowerPoint applications. Applicant should be able to demonstrate the ability to handle multiple projects and priorities and possess the capacity to learn and apply new concepts quickly. Experience delivering training a plus. Experience with call center technology and workforce management software is a plus as is utility, customer service, call center, and/or dispatch experience. In addition, the selected candidate: Must maintain courteous, professional and effective working relationships with employees at all levels of the organization. Must be willing to travel 25-50% of time including, overnight trips Must communicate information and state problems or challenges to be resolved in a clear, concise, courteous, nondiscriminatory and professional manner, and be able to provide clarification, as necessary. 9 hours ago