Systems/business Analyst

Job Title: Systems / Business Analyst – Retail Natural Gas Markets Job Description This role serves as a subject matter expert 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, while leading efforts to monitor, identify, and resolve billing and customer communication exceptions. You will own user acceptance testing for system enhancements and defects, collaborate closely with cross-functional teams, and support monthly pricing processes and promotion code implementations. The position requires strong analytical skills using SQL, a focus on regulatory compliance, and an aptitude for learning and recommending AI tools to improve operational efficiency. Responsibilities Serve as the subject matter expert for assigned retail natural gas markets, including understanding daily operations, system processes, and state-specific regulatory requirements. Monitor billing and error handling for expanded markets, proactively identifying, investigating, and resolving billing and system issues using SQL queries to determine the extent and impact of problems. Lead and support user acceptance testing (UAT) for billing system enhancements and defect fixes, ensuring changes function as designed before release. Support all pricing and promotion code setup in expanded markets, verifying accurate implementation, researching any issues, and correcting them promptly. Align closely with Regulatory, Legal, and Marketing teams to support all letter requirements for expanded markets and perform quarterly audits to ensure content, setup, and state requirements are fully met. Perform detailed letter audits to confirm that content, layout, mailing timelines, and all applicable state regulations are accurate and compliant. Review daily system-generated reports to confirm that all relevant IT functions and processes operate as designed, escalating and addressing any anomalies. Participate as a subject matter expert on expanded markets projects by working with project managers on requirements gathering, solution design, testing, and implementation of system enhancements. Support Consumer Relations and Customer Care teams by investigating and resolving billing or customer letter concerns and providing clear explanations and solutions. Serve as the reporting liaison for expanded markets system reporting and data requests, ensuring timely and accurate delivery of data and insights. Ensure all standard operating procedures (SOPs) remain current by continuously reviewing content and updating documentation based on system enhancements and project implementations. Identify root causes for billing errors and exceptions, propose corrective actions, and support implementation of sustainable solutions. Manage relationships with print vendors for Customer Operations, ensuring accurate and timely production and distribution of customer communications. Liaise with Marketing to coordinate rate updates, monthly billing activities, promotion code updates, and any pricing-related change requests. Collaborate with internal stakeholders to develop and launch new customer operations processes and process improvements that enhance efficiency and customer experience. Work with internal business owners, vendors, and local distribution company (LDC) personnel to gather and document requirements for operational changes and system enhancements in expanded markets. Ensure all promotion codes are accurately configured in applicable systems and implemented in a timely manner. Support customer service support rewards and recognition initiatives by providing data, insights, or operational support as needed. Gather and analyze data from multiple sources to identify opportunities for new processes and process improvements in billing and customer service support operations. Create and manage project plans for system implementation projects, including defining controls, milestones, and checkpoints to track progress and manage risks. Use SQL and other analytical tools to quantify system concerns, evaluate trends, and recommend system enhancements or AI-driven solutions to improve operational performance. Essential Skills Bachelor’s degree or at least 5 years of applicable experience. 5+ years of experience in consumer services, billing, system operations, or business-to-consumer (B2C) environments. Ability to work independently under moderate supervision while also operating effectively as a collaborative team player, including in remote settings. Exceptional verbal and written communication skills, with the ability to communicate positively and professionally with customers, coworkers, and vendors. Strong relationship management skills, with the ability to build and maintain productive partnerships with internal stakeholders and external partners. Strong organizational skills and the ability to manage complex workloads effectively. Proven problem resolution skills, including the ability to identify issues, analyze root causes, and drive solutions to completion. Strong project management skills, including planning, organizing, and managing tasks and timelines for system implementation and process improvement initiatives. Ability to coordinate and manage multiple tasks with sensitive timelines and competing priorities. Ability to create, implement, track, and report operational metrics for departments such as billing and customer service support. Ability to conduct trending and data analysis to identify root causes and develop practical solutions. Strong computer literacy and proficiency with Microsoft Word, Excel, PowerPoint, and SQL. Experience with billing systems, user acceptance testing (UAT), regulatory compliance, and system implementation in an operational environment. Ability to learn, evaluate, and recommend AI tools to improve operational efficiency and data-driven decision making. Additional Skills & Qualifications Retail utility experience, particularly in natural gas markets, is preferred. Experience with natural gas marketer or supplier operations is a plus. Strong knowledge of Microsoft Project, Visio, and Access is preferred. Advanced database knowledge, including developing and executing SQL statements and importing data, is highly desirable. Experience in vendor management, especially with print or communication vendors, is beneficial. Proficient in conducting trending and analysis to identify root causes and possible solutions is advantageous. Experience coordinating and managing multiple tasks and projects with strict timelines is preferred. Familiarity with the utility industry, natural gas operations, and business-to-consumer service models is a plus. Work Environment This position is based in a professional office environment with a hybrid work schedule. Team members typically work on-site four days per week, with the schedule subject to change based on business needs. The role involves frequent collaboration with cross-functional teams such as Regulatory, Legal, Marketing, IT Support, Consumer Relations, Customer Care, and external vendors. Work is primarily computer-based, using tools such as Microsoft Office, SQL, and various billing and reporting systems. The environment supports structured project work, data analysis, and process improvement initiatives in a fast-paced, operations-focused setting. Job 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 21, 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 actalentaccommodation@actalentservices.com 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.