Systems Analyst II

aquaamerica; Pittsburgh (Allegheny County); On-site; USD 85,000 - 120,000; Full time

Job summary

Essential Utilities, Inc. seeks an experienced IT Systems Analyst II – Customer Applications to support customer-facing systems in an SAP IS-U environment.

You will work on the Customer Portal and collaborate with business partners to ensure reliable support for customer service and billing operations. The ideal candidate has 5+ years in enterprise applications, strong SAP IS-U/Billing/CRM experience, and can provide off-hours support for nightly processes.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience supporting, implementing, or designing enterprise applications.
• Experience with SAP IS-U, SAP Billing, and/or SAP CRM in a customer service or utility environment.
• Strong understanding of customer service, call center, and customer self-service applications.
• Proven experience troubleshooting and supporting production systems.
• Excellent communication, problem-solving, and organizational skills.
• Ability to work independently and collaboratively in a cross-functional environment.

Responsibilities

• Support, configure, and enhance customer-facing applications used for Customer Service and Call Center operations.
• Provide primary support for the Customer Portal and related interfaces.
• Collaborate closely with business partners, including Shani Love, to understand customer needs and deliver effective solutions.
• Support nightly badge processing, including required off-hours coverage.
• Monitor system health, troubleshoot complex issues, and resolve production incidents.
• Gather and document business requirements; create functional design specifications.
• Configure, test, and document system changes in alignment with IT change management processes.
• Partner with internal development teams and external vendors as needed.
• Participate in projects, system enhancements, and application road‑mapping activities.
• Mentor and support less-experienced team members as needed.

Skills

SAP IS-U

SAP Billing

SAP CRM

Customer service apps

Production support

Communication skills

Education

Bachelor's degree in IT/CS

Job description

We are seeking an experienced IT Systems Analyst II – Customer Applications to support and enhance customer‑facing systems within an SAP IS‑U environment. This role is heavily focused on customer applications, including the Customer Portal, and works closely with business partners to ensure reliable, high‑quality support for customer service and billing operations.

The ideal candidate has strong experience supporting SAP Customer Relationship and Billing systems, enjoys working directly with business users, and is comfortable providing off‑hours support for critical nightly processes.

Key Responsibilities

• Support, configure, and enhance customer‑facing applications used for Customer Service and Call Center operations.
• Provide primary support for the Customer Portal and related interfaces.
• Collaborate closely with business partners, including Shani Love, to understand customer needs and deliver effective solutions.
• Support nightly badge processing, including required off‑hours coverage.
• Monitor system health, troubleshoot complex issues, and resolve production incidents.
• Gather and document business requirements; create functional design specifications.
• Configure, test, and document system changes in alignment with IT change management processes.
• Partner with internal development teams and external vendors as needed.
• Participate in projects, system enhancements, and application road‑mapping activities.
• Mentor and support less‑experienced team members as needed.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience supporting, implementing, or designing enterprise applications.
• Experience with SAP IS‑U, SAP Billing, and/or SAP CRM in a customer service or utility environment.
• Strong understanding of customer service, call center, and customer self‑service applications.
• Proven experience troubleshooting and supporting production systems.
• Excellent communication, problem‑solving, and organizational skills.
• Ability to work independently and collaboratively in a cross‑functional environment.

Essential Utilities, Inc., is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered‑veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law. Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012). To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:

• Family members cannot result in a supervisor/subordinate reporting relationship
• Family members cannot work in the same department.