*Requisition ID: *[[id]] * Share Our Purpose. Be Yourself. Feel Valued.* People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals. We are *Beautifully Different*. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey. * About American Water* American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders. As one of the fastest growing utilities in the U.S., American Water expects to invest $40 to $42 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities. American Water has been recognized on the 2023 Bloomberg Gender-Equality Index for the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions. For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram. * American Water is seeking a FT Process Analyst, Customer Digital Products! If you are a technology savvy, critical thinker with strong analytical skills, then this role is for YOU! Apply TODAY for immediate consideration!* _ *Primary Role*_ Under the supervisor of the Sr. Manager, Customer Digital Products and Innovation, the Process Analyst – Customer Digital Products is responsible for implementing functionality for potential efficiencies and/or enhancements to the customer digital products by collaborating with end users and management; define requirements, develop functional design, build configurations, test, and deploy solutions for application change requests. Apply technical knowledge and deep understanding of business needs to analyze, develop, and implement functional configuration changes to various customer digital products applications utilized by American Water. _ *Key Accountabilities*_ * Examine and identify key trends in the data; present relevant trends in clear, succinct reports to stakeholders and demonstrate the implications of these trends on the business. * Investigate possible methods of improving and/or increasing the automation of the reporting process. * Use knowledge of business processes to assist in the creation of reports and dashboards that support business stakeholders in their decision-making processes. * Use knowledge of business processes and system functionality to assist in identifying ways to customize and enhance current business applications and operating systems to meet the functional needs of the business and improve business process. * Work with CSO and business stakeholders to identify potential configuration enhancements. * Provide input for strategy and system modifications to maximize the effectiveness and efficiency of the systems. * Assist in providing design expertise, analysis, testing and implementation support during vendor releases and enhancements. * Provide proper analysis of the impact of requested changes related to user or system design specifications and implement in production. * Review incoming requests and communicate status and issues as necessary. * Perform root cause analysis for system issues not operating as designed. * Ensure technology-based change requests are relevant and impactful. * Act as an expert internal resource on system capability and functionality. * Review new reporting requests against existing catalogues to ensure that existing solutions do not already exist before creating something new. * Oversee ongoing operation of data integrity maintenance within all applicable CSO systems. * Assist in the development and maintenance procedures for the metrics report generating process. * Support the execution of change management tasks in systems projects including, but not limited to, communication with key user communities, providing subject matter expertise, providing training and documentation where appropriate. * Analyze and document business processes relevant to systems projects and improve these processes where appropriate. Support user acceptance testing and post-production support efforts. _ *Knowledge/Skills*_ * Demonstrated ability to analyze, design, configure, implement & support CSO data, processes, and technology. * Strong analytical and technical skills focused on problem solving and process improvement. Strong verbal and written communication skills with the ability to absorb, synthesize and present moderately complex information through various forms of easily understood communications to most levels of business leadership. * Strong interpersonal skills including problem solving, collaborating, and teamwork. * Must be able to identify and propose alternative solutions to address system issues and enhance existing systems. * Must be able to work effectively with limited guidance as well as being an active and contributing member of project teams. * Excellent customer service skills: ability to analyze needs through soliciting, evaluating, and acting upon customer feedback. * Ability to assess information and satisfy the needs of the customer as a user of digital products, understand, and support other systems, and understand the logic behind business systems to translate to a non-technical user. * Ability to help generate relevant metrics to further business and CSO strategic initiatives and priorities. * Understand business strategy and how it applies to processes, systems, and data at a micro level. * Knowledge of key customer digital products. * Strong knowledge of the customer portal (myWater). * Knowledge of SAP and CRM. * Advanced knowledge of MS Excel, Word, and PowerPoint. * Possesses a thorough understanding of technological trends and leverages this knowledge when bringing forward alternative solutions. _ *Experience/Education*_ * Bachelor’s degree in computer sciences or business field, or equivalent experience preferred. * In lieu of computer sciences or business degree, under-graduate degrees in other fields and/or relevant work experience may be considered in conjunction with equivalent work experience. * Minimum of 5 years of combined experience in CSO and technology required. This includes 3+ years of customer service experience, as well as 2+ years’ experience utilizing customer digital products. * Experience on multiple, concurrent projects that have enterprise-wide impact and require subject matter expertise of process improvement areas and process improvement tools. _ *Travel Requirements*_ * Up to 10% _ *Work Environment*_ * Standard office environment _ *Competencies*_ Champions safety Collaborates Cultivates innovation Customer obsessed Drives Results Nimble learning * Join American Water...We Keep Life Flowing*™ * American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants* *based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.*