Analyst II, Data

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.
And we find the best by hiring those who share our values of safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire culture to life: 
•    We make it happen:  We are a company of go-getters, acting on every opportunity to help our company advance. 
•    We seek out perspective:  We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs.
•    We collaborate:  We put teamwork first, bringing in everyone’s ideas, because our collective energy makes us stronger.
•    We care:  We treat people how we want to be treated, listening closely and doing what’s right, even when it’s hard
By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued. 
 

Summary

At Spire, energy exists to help people—to enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but it’s one that’s at the heart of our business.
Spire is seeking a Data Analyst, II to support the Customer Experience team in their efforts of providing quality service to our customers. The Data Analyst, II works closely with Information Technology and Customer Experience to use data analytics to learn, improve processes, design new services and provide excellent customer service. 
Duties and responsibilities:
•    Coordinates with business stakeholders to troubleshoot and resolve problems associated with application and process errors, including Oracle Customer Care and Billing (CCB), web self-service portal (MyAccount) and IVR and contact center technology. 
•    Reviews, analyzes and resolves daily operational quality, performance and error reports to make necessary recommendations for improvement. 
•    Respond to requests from Customer Experience, Information Technology and other departments to resolve issues that are impacting service to customers.
•    Generates process flow documents to analyze processes for improvements affecting customer satisfaction and reduction in resources and expenses.
•    Documents and maintains all functional specifications related to new and existing functionality.
•    Participates in planned and emergency system releases, communicates with business stakeholders regarding system outages. 
•    Analyzes data from customer databases or data warehouses to understand customer usage patterns and recommends system and process enhancements to increase customer satisfaction and self-service efficiency.
•    Works closely with Quality Assurance and Training, communicating system changes, recommending best practices and understanding new functionality.
•    Builds data dashboards and provides detailed analytical reporting to management and business stakeholders. 
•    Leads the business in Customer Experience technology projects and testing as requested by Customer Experience Management and Information Technology Production Support when enhancements are being designed, developed and tested for deployment. 
•    All other duties as assigned
 

Duties and Responsibilities

Essential Characteristics and Competencies

•    Ability to demonstrate the core and job category competencies: customer-focused, results-driven, teamwork, communications, adaptability, initiative, problem solving and quality.
•    Ability to lead by example in support of the company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives.
•    Ability to produce accurate, quality work.
•    Ability to work under pressure and meet tight deadlines.
•    Ability to adapt in a fast-moving and changing culture.
•    Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people.
•    Ability to work independently and manage time effectively in order to meet individual goals and deadlines.
•    Ability to work as part of a team and display a positive attitude for this dynamic environment.
 

Supervisory Responsibilities

•    None, however, considered a leader for all employees in data gathering, analysis and technology project activities. 

Required Education (certifications, licenses)

• Bachelor's degree in computer science or business-related discipline is required.

Required knowledge, skill and abilities

•    A minimum of three to five years of experience in using Tableau Desktop/Power BI Desktop.
•    Experience with SQL is required.
•    Working knowledge of Oracle database technology and supporting applications preferred.
•    High level of analytical ability including data integration, query building and reporting. 
•    Experience working in a production support type environment, supporting business users and resolving issues, is required.
•    Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people.
•    A mindset for customer service.
 

Physical demands, environment and schedule

•    Normal Work Environment - Work is normally performed in a shared office environment.
•    Requires frequent phone calls and interruption both during and after working hours.
•    Occasionally requires work during nonstandard business hours.
•    Overtime and/or travel may be required.
 

Posting Requirements

•    We accept online applications through our career site at jobs.spireenergy.com
Disclaimer:  The above statements are intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
Spire Inc., and its subsidiaries are an Affirmative Action and Equal Employment Opportunity employer.