IT Business Analyst - Customer Operations

Job description

Who We Are Nexus Water Group is a leading regulated water and wastewater utility serving more than 1.3 million people across 12 U.S. states and 2 Canadian provinces. “Nexus” means connection. Through the essential water and wastewater services we deliver, we have a very personal connection to the people, businesses, and communities we serve. This is why our operations are locally led and managed. Every day, over 1,200 professionals deliver vital, safe, and reliable service through over 670 water systems and 360 wastewater systems. Overview Nexus Water Group's Information Technology team is seeking an IT Business Analyst to support and enhance VertexOne customer self-service portal solutions, including WaterSmart functionality for utility customers. This role will coordinate new feature implementations, testing, and adoption while working closely with business stakeholders, meter-to-cash teams, and SAP-related processes. This is a highly collaborative role that helps improve the customer experience and engagement across our digital platforms. This role is based at our office in Sugar Land, TX. What We Offer Paid Time Off : Starting at 3 weeks annually, plus 11 company-paid holidays Health and Wellness Benefits : Available the first day of the month after your start (medical, dental, vision, prescription) 401(k) with Company Match : 100% match up to 4% of salary, plus an additional 3% employer contribution Grow With Us : Training, professional certifications, and education support Additional Benefits : Company-paid life insurance and Employee Assistance Program What You'll Do Support and enhance VertexOne customer self-service portal capabilities. Coordinate implementation of new features, upgrades, and WaterSmart functionality, including leak alerts and AMI (Automatic Meter Infrastructure) integrations. Gather requirements, manage testing, and ensure successful deployment of new solutions. Collaborate with business, IT, and utility operations teams to improve customer engagement and consumption monitoring capabilities. Serve as a subject matter resource for VertexOne and related utility customer experience platforms. Act as a bridge between business users and IT to prioritize enhancements and improvements to the customer portal Help define roadmap priorities based on business needs and customer impact Troubleshoot data and resolve issues across systems to support customer self-service operations Create and maintain process documentation and job aids Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. What You'll Bring Experience working with one or more of the following platforms: VertexOne/WaterSmart SEW (Smart Energy Water) Similar utility customer self-service solutions Background in a Business Analyst, Functional Analyst, Product Analyst, or similar role Familiarity with meter-to-cash processes and utility customer service operations Strong communication and stakeholder management skills Problem-solving mindset with the ability to navigate complex systems and processes Ability to quickly learn new technologies and business processes Utility industry experience (water, electric, or gas) Experience supporting SAP-related processes or integrations preferred About Our Company We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any characteristic or condition protected by Federal, state, or local law. We are an E-Verify participating employer.