Business Analyst

Pontoon Solutions; Philadelphia (Philadelphia County); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Pontoon Solutions is seeking a detail-oriented Business Analyst to support Customer Operations in a utilities call center. This role emphasizes reporting, data analysis, and process improvement within a hybrid work setup in Center City Philadelphia.

The ideal candidate has 1–5 years in business analysis, strong SQL and Excel skills, and the ability to translate data into actionable leadership insights for performance optimization.

Qualifications

• Bachelor's degree in Business or related discipline, or equivalent experience.
• 1–5 years of business analysis, reporting, analytics, or related experience.
• Strong analytical and problem-solving skills.
• Experience working with large datasets and transforming data into meaningful insights.
• Excellent verbal and written communication skills.
• Ability to work effectively with incomplete information and independently investigate issues.
• Experience presenting findings to leadership and business stakeholders.

Responsibilities

• Analyze operational and customer data to identify performance trends and opportunities for improvement.
• Develop and maintain dashboards, reports, and KPIs using Power BI, Excel, and SQL.
• Conduct root cause analyses to identify operational issues and recommend solutions.
• Gather business requirements and document processes to support continuous improvement initiatives.
• Perform data validation, reconciliation, and quality assurance activities.
• Support audit programs, compliance reporting, and operational reporting requirements.
• Translate technical findings into actionable business recommendations for leadership.
• Partner with cross-functional teams to improve customer experience and operational effectiveness.
• Monitor business performance metrics and present findings to stakeholders.
• Assist with strategic initiatives through performance analytics and trend analysis.

Skills

Analytical thinking

Problem solving

Communication skills

Data analysis

Education

Bachelor's degree in Business or related discipline

Tools

Advanced SQL

Advanced Excel

Data validation and reconciliation

Job description

144844-1 Business Analyst Jr. - Philadelphia, PA

24month Contract

Location - Center City Philadelphia (Market Street)

Work is HybridTue, Wed, Thu In Office (M&F Work from Home)

***Candidate must currently reside within easy daily commute distance of this location***

***No Relocation for this role***

Position Overview

We are seeking a detail-oriented Business Analyst to provide critical analytical support for Customer Operations within this utilities Customer Care department. This role will focus on reporting, data analysis, root cause investigations, process improvement initiatives, and operational performance analytics. The successful candidate will help leadership make data-driven decisions, identify emerging customer and operational trends, and support strategic business initiatives within the call center environment.

Key Responsibilities

• Analyze operational and customer data to identify performance trends and opportunities for improvement.
• Develop and maintain dashboards, reports, and KPIs using Power BI, Excel, and SQL.
• Conduct root cause analyses to identify operational issues and recommend solutions.
• Gather business requirements and document processes to support continuous improvement initiatives.
• Perform data validation, reconciliation, and quality assurance activities.
• Support audit programs, compliance reporting, and operational reporting requirements.
• Translate technical findings into actionable business recommendations for leadership.
• Partner with cross-functional teams to improve customer experience and operational effectiveness.
• Monitor business performance metrics and present findings to stakeholders.
• Assist with strategic initiatives through performance analytics and trend analysis.

Required Qualifications

• Bachelor's degree in Business or a related discipline; equivalent experience considered.
• 1-5 years of business analysis, reporting, analytics, or related experience.
• Strong analytical and problem-solving skills.
• Experience working with large datasets and transforming data into meaningful insights.
• Excellent verbal and written communication skills.
• Ability to work effectively with incomplete information and independently investigate issues.
• Experience presenting findings to leadership and business stakeholders.

Required Technical Skills

Data & Analytics

• Advanced SQL
• Advanced Microsoft Excel
• Data validation and reconciliation

Business Analysis

• Requirements gathering
• Process mapping
• Operational reporting
• Root cause analysis

Problem Solving

• Critical thinking
• Structured troubleshooting

Communication

• Ability to translate technical findings into business language
• Cross-functional collaboration skills

Preferred Qualifications

• Call Center Analytics experience
• Customer Experience (CX) Analytics
• NICE platform experience
• Power Apps
• SharePoint reporting
• AI/Copilot adoption and use case experience
• Utility industry experience

Ideal Candidate Profile

The ideal candidate is a highly analytical professional who enjoys uncovering insights from data and solving complex business problems. They possess strong business analysis skills, are comfortable working with large datasets, and can effectively communicate findings to both technical and non-technical audiences. Success in this role requires an investigative mindset, attention to detail, and a passion for driving operational excellence through data-driven decision making.

Interview Process

• Virtual Interview Process

Project Assignment

The selected candidate will support Quality Control initiatives within this Utilities Customer Care (Call Center Operations), providing analytical insights and reporting that help improve customer experience, operational efficiency, and business performance.