Customer Experience Business Operations Senior Analyst / Analyst

About the position Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. As the states largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona. Summary At APS, were committed to powering Arizonas future with safe, reliable, and affordable energy. As a Senior Business Operations Analyst / Business Operations Analyst , youll play a key role in ensuring our operations run smoothly and efficiently. This position combines analytical expertise with problem-solving skills to improve processes, strengthen system security, and support strategic initiatives that drive organizational success. Responsibilities Coordinate and Support : Ensure the effective functioning of business unit operations and department systems. Analyze and Improve : Evaluate processes and data to identify opportunities, implement solutions, and measure results. Lead Projects : Drive cross-departmental initiatives focused on process and system enhancements. Develop Reports : Create and maintain accurate reports and dashboards to support decision-making. Enhance Security : Monitor for potential risks, ensure compliance with regulatory requirements, and maintain system integrity. Collaborate : Partner with teams across the organization to maximize efficiency through technology. Participates or leads projects to formulate and define business needs, system scope modifications, and objectives through research and fact finding combined with a good understanding of business functions, systems, and industry requirements. Researches, analyzes, and resolves routine to complex business/operational problems within the business units. Interfaces with IT, Systems Analysts, or vendors to resolve issues as necessary. Follows up to ensure timely resolution of problems and ensure customer satisfaction. Participates in or oversees analysis, planning, and implementation of enhancements to new and existing processes, which may include new systems and/or enhancements to existing systems. Ability to gather and write moderate requirements based on business needs with consideration of business goals and future needs. Provides input and gathers functional requirements, policy/procedure interpretation, and future business system needs. For smaller projects, may coordinate assigned phases of project planning and execution, including estimating resources and tasks, creating, managing and controlling project schedules and resources. Using quantitative metrics, analyze process designs, workflows, and suggests process improvement initiatives, which may include potential technology solutions to streamline, automate, and/or improve process efficiencies. With limited direction, coordinates and participates in the development of effective business cases using sound cost/benefit analysis. Keeps apprised of current and emerging trends for business unit. Provides operational support for business area and multiple systems including, but not limited to, researching and resolving system problems, gap analysis, training identification and delivery, and data integrity audits. Writes, maintains, and supports a variety of reports or queries utilizing appropriate reporting tools. Assists in the development of standard and complex reports for business unit. Assists in the development and maintenance of standardized business reporting protocol and ensures data integrity and consistency in all reporting aspects. May monitor and track business goals, activities, performance monitoring, and issues for an assigned unit(s) to keep management apprised of business unit activities. Actively shares knowledge of business/technical environment, priorities, and processes to less tenured personnel. Conducts research, performs data analysis, and reports findings through formal presentations. Participates in project assignments as a lead or a key member. Responsible for coordinating activities within the business areas. Direct areas of project responsibility to include needs analysis, scope definition, testing strategy, implementation, and user acceptance. May support application/system training to functional users. Maintains documentation of processes, guidelines, tools, procedures, and training aids required to support business unit. May participate in the planning, development, and administration of business unit's budget functions. Requirements Analytical Expertise : Strong skills in process analysis, data analytics, and problem-solving. Technical Knowledge : Familiarity with Azure DevOps (ADO), SQL and Agile methodology. Business Acumen : Solid understanding of business operations, systems, and industry standards. Project Leadership : Experience managing projects with moderate to complex scope and budgets. Collaborative Mindset : Ability to work across departments and communicate effectively. Mentorship : .