Business Analyst

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.

VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.

Essential Job Duties:

• Demonstrate strong working knowledge of multiple deregulated electric and gas energy markets (ERCOT, PJM, NY, OH, etc.), including market rules and utility-specific business requirements.
• Analyze and validate transactions (814, 810, 867, 820, etc.) to ensure accurate enrollments, drops, billing, payments, usage, and other related processes across all markets.
• Research, analyze, and document client requests and utility or market mandates, ensuring timely updates, accurate implementation, and regulatory compliance.
• Support meter-to-cash processes across multiple utilities, including enrollments, billing, payments, and adjustments.
• Support cross-functional initiatives across client support, roadmaps, client projects, implementations, and market mandates.
• Work with CSMs and Technical Support Analysts to triage issues for existing clients and post go-live for new clients.
• Engage in implementation projects by actively participating during the implementation phase and assisting with a smooth transition to Support.
• Collaborate closely with clients to review enhancement requests, gather comprehensive business requirements, and develop a clear understanding of end-to-end business process flows.
• Write and document clear user stories and acceptance criteria, using Gherkin syntax, to ensure proposed solutions align with client needs and industry best practices.
• Participate in 3 Amigos sessions with Development and QA to discuss, refine, and confirm shared understanding of user stories and requirements prior to development.
• Familiarity with Agile methodologies is preferred to support effective collaboration with Development and QA teams.
• Execute user acceptance testing (UAT) for enhancements, projects, and roadmap initiatives, market mandates, while thoroughly documenting, reporting, and tracking any issues identified.
• Troubleshoot and perform root cause analysis of reported issues, including complex account structures.
• Prioritize and work client issues, providing detailed analysis and documentation.
• Communicate technical information to clients in a way that suits their business models.
• Research and stay updated on utilities market mandates, regulations, and business rules, ensuring compliance across all client types.
• Leverage prior knowledge of Commercial & Industrial (C&I) clients when applicable; while not mandatory, familiarity with C&I operations is considered a strong asset.
• Participate in internal and client workshops for new clients, new products, and partner integrations.
• Attend client meetings as needed to review open items, discuss reported issues, and gather details.
• Meet deadlines and team goals, managing multiple projects while focusing on key priorities.
• Create internal user guides, training documentation, and best practices.
• Provide training to clients on the VertexOne CIS system and other products when needed, ensuring clear understanding and effective system utilization.
• Communicate areas for improvement and help develop and implement solutions.
• Become a subject matter expert on the VertexOne CIS application and related products, with an understanding of how they support deregulated energy operations and integrate with other systems.
• Create and manage issues in the VertexOne ticketing system through to resolution.
• Work cooperatively in a team environment to deliver high client satisfaction.
• Escalate and communicate issues to VertexOne Management or clients as needed.
• Travel to client sites or VertexOne events, as required.

Required Skills/Qualifications:

• 3–5 years of Business Analyst experience in the deregulated energy industry with exposure to multiple electric and gas markets (ERCOT, PJM, NY, OH, etc.)
• Must have a strong understanding of all billing methods in deregulated energy markets, including UBR, URR, SCB/MBR, and Dual Billing
• Proficient in documenting business requirements, user stories, and acceptance criteria using Gherkin syntax
• Excellent understanding of meter to cash processes for utilities and suppliers
• Proficient in User Acceptance Testing (UAT) to ensure system changes meet business requirements
• Strong analytical skills to review and validate transactions ensuring accuracy across markets
• Analyze and document client requests and utility changes to maintain compliance and timely updates
• Familiarity with Agile methodologies and collaboration practices, including participation in 3 Amigos sessions with Development and QA teams
• Proactive and self-driven, with a strong ability to identify issues, propose solutions, and take ownership of deliverables through completion
• Able to manage multiple priorities while supporting cross-functional initiatives
• Experience with Customer Information Systems (CIS); VXretail (UtiliBill) experience is a plus
• Knowledge of multiple deregulated electric and gas markets; Texas market experience is a plus
• Knowledge of Commercial and Industrial (C&I) is a plus
• Knowledge of Electronic Data Interchange (EDI) is a plus
• Proficient in MS Excel, MS Word, Visio, SQL, Jira
• Highly detail-oriented with strong analytical and problem-solving skills
• Ability to work independently and with others
• Extremely organized with strong time management

What VertexOne has to offer:

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program

About VertexOne:
VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers.

With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer.

From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.

For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.

Equal Opportunity Employer:
VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law.

VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.