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 state’s 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, we’re committed to powering Arizona’s future with safe, reliable, and affordable energy. As a Senior Business Operations Analyst / Business Operations Analyst , you’ll 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 : Willingness to assist in developing less tenured team members. • BS/BA equivalency or an equivalent combination of four years relevant business work experience and relevant college coursework in business, information technology or a related area. An additional two (2) years of progressively responsible experience where general knowledge and understanding of business unit business systems, basic knowledge of database design, structure, functions and processes and experience with database tools is obtained. General understanding of business unit and operational knowledge including functions, procedures, processes, and computer systems. Ability to identify process improvement opportunities and tie functional needs to technology solutions. Some project/team experience and ability to prioritize work. Demonstrated analytical ability to review data, identify issues, and see relationships and patterns Experience participating in projects and identifying and resolving issues is preferred. Proficient in PC applications including advanced skill level in Microsoft Excel, Access, and Word. Basic knowledge of emerging practices and technologies used within the area. Demonstrated communication skills, both verbal and written. Good customer service, organizational, and analytical skills and demonstrated ability to manage customer expectations. Some knowledge of applicable federal and state laws, regulations, and standards impacting business unit business areas. • BS/BA equivalency or an equivalent combination of four years relevant work experience and relevant college coursework in business, information technology or a related area. An additional five (5) years of progressively responsible experience where strong understanding of business unit operations, business unit systems, database design, structure, functions and work processes and experience with database tools is obtained. Previous experience with the systems specific to the business area may also be required. Demonstrated knowledge of business processes and operational knowledge including functions, procedures, processes, and computer systems. Ability to identify process improvement opportunities, gaps, data analysis and recommended solutions which tie functional needs to technology solutions. Demonstrated project/team experience and ability to prioritize work. Ability to review data, see relationships and patterns, as well as possess strong analytical, communication, interpersonal and organizational skills. Experience in managing projects and identifying and resolving issues. Expertise in PC applications including advanced skill level in Microsoft Excel, Access, and Word. Requires proficient knowledge of emerging practices and technologies used within the business area. Knowledge of applicable federal and state laws, regulations, and standards impacting business areas. Demonstrated communication skills, both verbal and written. Apply tot his job