The Senior Business Analyst/Customer Technology is an individual contributor within the Customer Technology Support (CTS) department of Southwest Gas Corporation (SWG). This functional role spans across customer technology platforms and operations, serving as a strategic liaison between business units, technology teams, and external vendors. It is responsible for analyzing data and business processes, supporting training efforts, and providing functional technology support across meter-to-cash operations—including cash receipting, credit and collections, billing, and self-service channels. The role ensures compliance with state and federal regulatory requirements, including those related to billing accuracy, customer data protection, and financial reporting. It oversees testing activities, manages vendor relationships, and drives the seamless operation, optimization, and continuous improvement of both customer-facing and back-end systems. This role collaborates and communicates effectively, is an expert at navigating complexity and ambiguity, overcoming obstacles, identifies opportunities for improvement, ensuring the seamless operation, optimization and continuous improvement of customer-facing and back-end systems. This position also provides support for customer projects and initiatives. This position collaborates with departments such as Customer Experience, Information Services, Treasury, Regulation, Accounting, Internal Audit, and external vendors to ensure system integrity, compliance, and customer satisfaction.
POSITION DIMENSIONS
This position does not have direct accountability for people or budgets but will contribute to budget preparation, planning, analyzing and forecasting as well as lead projects and initiatives. The incumbent frequently interacts with personnel across departments, management, and external vendors.
QUALIFICATIONS
There are clear precedents and practices that the incumbent uses as guidelines to determine how
this job is performed. This includes developing and executing detailed test cases and scripts,
identifying and documenting defects, and collaborating with development teams to resolve issues.
• A Bachelor’s or Master’s degree in Accounting, Business Administration, Computer Science,
Finance, Information Technology, or related field, or equivalent experience.
• This position requires six plus years of relevant work experience such as business analysis,
with leadership responsibilities.
• Leadership skills that include experience in managing, facilitating, developing, planning,
directing, controlling and organizing projects and people.
• Ability to lead and motivate project teams.
• Expert-level understanding of Software Testing Life Cycle and advanced testing tools.
• Proven experience leading functional and user acceptance testing initiatives.
• Exceptional communication, leadership, and stakeholder management skills.
• Advanced proficiency with SAP CX suite modules, including: MyCustomer (S4), MyCustomer2
(C4C), CIC, as well as Signavio, MiBob (BPEM exception management), SAP Analytics Cloud (SAC),
MyAccount (self-service portals), Bill Print and Electronic Presentment, or similar digital
applications is required.
• Foundational analytical, incident management, problem identification and solving skills, and
root cause analysis.
• Proficiency with process improvement, quality assurance, and business process mapping.
• Expertise with Microsoft Office products including Teams, Word, PowerPoint, PowerBI, and
Excel.
• Deep analytical, research, root cause, and strategic problem-solving skills.
• In-depth knowledge of company business processes, policies, tariffs, and regulatory
frameworks.
• Strong experience with incident, problem, and change management processes.
• Ability to lead business process mapping and drive continuous improvement.
• Demonstrated ability to address complex problems holistically and implement sustainable
solutions.
• High-level organizational skills with experience managing multiple high-impact
projects.
The following certifications are highly desirable; at least one or more of following certifications
are required:
• Certified Revenue Integrity Professional (CRIP)
• Project Management Professional (PMP)
• ASQ Quality Certification
• Certified Business Analysis Professional (CBAP)
• International Software Testing Qualifications Board (ISTQB) Certified Tester
• Certified Software Test Professional (CSTP)
• Certified Software Tester (CSTE)
• Certified Software Quality Analyst (CSQA)
• SAP application certifications
ESSENTIAL JOB RESPONSIBILITIES
• Lead cross-functional teams in gathering, analyzing, and documenting complex business
requirements.
• Establish and maintain liaison relationship with business partners and IS organization.
• Perform project level analyses and produce concept communication materials.
• Assess business needs utilizing a structured requirement process.
• Evaluate current business processes to identify areas of improvement or system
inefficiencies.
• Develop, write, and communicate business requirement process.
• Prioritize changes and communicate status to the business.
• Maintain communication with the user community to keep them well-informed of system updates or
enhancements.
• Drive strategic process improvements related to SAP and operational efficiency
initiatives.
• Oversee and perform user acceptance testing and quality assurance for customer-facing and
back-office applications.
• Manage change lifecycle and ensure alignment with SOX and internal controls.
• Provide oversight for billing, payments, and exception management for large customers.
• Serve as a primary contact for compliance audits and technology-related regulatory
requirements.
• Foster relationships with third-party vendors and coordinate issue resolution.
• Understand and negotiate needs and expectations of multiple stakeholders.
• Communicate system updates and strategic impacts to senior management.
• Mentor business analysts and contribute to departmental best practices.
SALARY DETAILS
Las Vegas: $95,248.00 - $142,871.00
At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.