System Analyst

Base pay range

$45.00/hr - $60.00/hr

Business Systems Analyst

12-month contract

Tacoma, WA

Role Summary

Brooksource is seeking a Business Systems Analyst to provide administration, operational support, and enhancement delivery for critical customer-facing systems within a large utility environment. This role supports customer service operations and business stakeholders by ensuring reliable system performance, leading small enhancement projects, and translating business needs into effective technical solutions.

• Administer and support Verint (Workforce Management), IVR (Interactive Voice Response), MyAccount customer web portal, and Qmatic lobby queuing systems
• Provide day-to-day operational support, troubleshooting, and issue resolution for customer-facing applications
• Track, manage, and resolve support tickets, including coordinating with vendors when necessary
• Configure, test, document, and deploy system changes to ensure smooth and reliable releases
• Lead small application enhancement projects from requirements gathering through delivery
• Gather, analyze, and document business and technical requirements
• Perform system testing, validation, and verification of changes
• Create, update, and maintain system documentation, user guides, and training materials
• Monitor system performance, identify recurring issues, and recommend process or technical improvements
• Support change management activities, including communicating system updates to end users
• Provide light Salesforce configuration and support when needed (ticket management, workflows, minor enhancements)

• Minimum 5 years of experience as a Business Systems Analyst or related role
• Experience administering and supporting customer-facing, call center, web portal, or queuing systems
• Experience leading small application enhancement projects
• Strong requirements gathering, documentation, and testing experience
• Strong written and verbal communication skills with the ability to translate technical concepts for business users
• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams)
• Strong organizational skills with the ability to manage multiple priorities
• Ability to work flexible hours, including occasional after-hours support for cutovers or implementations

• Experience with Verint, IVR platforms, MyAccount or similar customer portals, and/or Qmatic
• Utility industry experience, including familiarity with utility billing environments
• Familiarity with SAP S/4
  
  HANA or similar Customer Information Systems
• Salesforce administration, configuration, or support ticket management experience
• Business analysis or requirements certifications including CBAP, CCBA, PMI-PBA, IIBA-AAC, CPRE-FL, CSBA, CBPA, or equivalent

Mid-Senior level

Contract

Information Technology, Utilities Administration