Data Analyst - Customer Relations

Job Locations US-KS-Lenexa
Posted Date 2 weeks ago(3/6/2018 2:33 PM)
# of Openings
Customer Service/Support




The purpose of this position is to facilitate process improvements by collaborating with cross-functional teams, analyzing business processes, visualizing data for presentation, recommending process improvements, and serving as a liaison between the division and IT. To support effective and timely completion of WaterOne initiatives, the Data Analyst will participate in delivering projects; will perform functionality and user acceptance testing on internal and external applications; and will represent Customer Relations as a subject matter expert. Additional responsibilities include developing data models, reports and analytics solutions that are designed to meet divisional goals, supplying mandated reporting data, and ensuring compliance with audit standards.


Customer Service Commitment


WaterOne employees shall continuously strive to meet or exceed the expectations of both their internal and external customers.  Questions and concerns shall be acknowledged on the same day whenever possible, but no later than the next business day.  Issues shall be resolved as promptly as possible, with the goal of maximizing customer satisfaction.


Essential Functions


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Gain an understanding of the division’s business requirements by interviewing users, auditing systems, and analyzing current processes.
  • Recommend CIS (SAP) process improvements and develop functional specifications for IT support.
  • Act as the data systems liaison between Customer Relations, other divisions, and IT, ensuring that requested process or system changes do not adversely affect downstream functionality or processes.
  • Participate in delivering projects.
  • Review, analyze, blue print, and create detailed documentation for new and existing division business systems, processes and procedures.
  • Develop, manage, and update division related data models, including physical and logical models of the data environment and source systems.
  • Configure reporting and analytics tools, develop the semantic layer and metadata, report definitions and generate reports for the division.
  • Coordinate the testing, evaluation and validation of new and existing division systems.
  • Develop systems training materials and provide training to division end users for new and existing divisions systems, processes, and procedures.
  • Promote Data Governance across the organization. Work with data stewards and data owners to implement and maintain Data Governance programs and improve data quality.
  • Ensure all systems’ documentation is kept up-to-date.
  • Assist management with extracting data from SAP or other systems to troubleshoot and manage business sections.


Other Duties


  • Provide data or analysis services to other divisions, as required.
  • Coordinate work activities of cross-functional teams and influence project team members to take positive action and accountability for their assigned work.
  • Leading cross-functional work groups in process mapping exercises.
  • Performs other job duties as assigned.


Position Competencies


These key competencies are expected to be demonstrated by each employee in this position:


  • Analysis/Reasoning – Examines data to grasp issues, draw conclusions, and solve problems.
  • Problem Solving – Resolves difficult or complication challenges.
  • Creative and Innovative Thinking – Develops fresh ideas that provide solutions to all types of workplace challenges.
  • Flexibility – Ability to adapt to changes while keeping focus on goals and apply knowledge to new circumstances.

Required Education, Skills & Experience


  • Bachelor's degree in Business, Information Technology, Management Information Systems or a related field.
  • Minimum 2 years of experience working with an Enterprise Resource Planning (ERP) system, particularly SAP.
  • Experience with or the ability to learn electronic billing and payment systems, metering data, related business processes, and other customer service systems and interfaces.
  • Strong understanding of relational database concepts and experience in data mining, analysis, trending and reporting.
  • Proficient with MS Office software suite, including advanced Access, Word, Excel and PowerPoint skills.
  • Demonstrated superior analytical and problem-solving skills.
  • Experience interpreting requests and determining the specific data necessary for decision making.
  • Excellent communication, organizational, interpersonal, and presentation skills used effectively with all levels of WaterOne personnel and vendor partners.
  • Excellent decision-making skills and demonstrated use of good judgment.
  • Demonstrated high degree of initiative, self-motivation and accountability.
  • Ability to work well under pressure.
  • Ability to maintain confidentiality of data and other user material.
  • Strong time management skills and the ability to prioritize workload and meet deadlines with minimal direct supervision.


Preferred Education, Skills & Experience


  • Familiarity with data governance concepts.
  • SQL (Structured Query Language) skills.


Physical Requirements


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The employee may occasionally lift/or move up to 50 pounds and frequently lift and/or move up to 10 pounds. The employee must be able to use a computer for several hours a day.  The employee must be able to move occasionally from one location to another or be able to remain in a stationary position for up to several hours a day.  The employee must be able to use office productivity equipment such as a personal computer, calculator, printer, and copy machine.


Work Environment


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually



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