Business Analyst – Data & Analytics

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Join a leading energy utility serving nearly 7 million customers and help improve the digital tools and communications that customers rely on every day. Work on impactful projects involving mobile applications, outage notifications, and customer-facing technology while expanding your expertise in Power BI, data analytics, and business process improvement. This long-term contract opportunity in Houston, TX, offers $40–$45/hour and a hybrid schedule with one remote day per week.

Primary Services is excited to announce the Business Analyst opportunity supporting a major energy provider’s Customer Communications and Digital Products function. This hands-on role combines business analysis, dashboard development, KPI reporting, and operational troubleshooting to improve customer experiences. Working alongside Product, IT, Marketing, and other stakeholders, the Business Analyst will investigate customer issues, identify trends, define success metrics, and support digital enhancements in a fast-paced environment.

Responsibilities

  • Analyze customer communications, digital platforms, and operational processes to identify trends, inefficiencies, and improvement opportunities.

  • Develop and maintain Power BI, Tableau, and Excel dashboards to monitor operational performance and key performance indicators (KPIs).

  • Define measurable KPIs, establish reporting requirements, and evaluate the success of business initiatives.

  • Investigate customer issues involving billing communications, email/SMS notifications, mobile applications, and outage tracking systems.

  • Collaborate with IT to troubleshoot system issues, perform root cause analysis, and coordinate corrective actions.

  • Gather, validate, and analyze data from multiple systems to support reporting and business decisions.

  • Document business requirements, workflows, user stories, and functional specifications for system improvements.

  • Support cross-functional projects, process enhancements, user acceptance testing, and digital product initiatives.

  • Identify recurring customer issues and recommend solutions that improve system reliability and customer experience.

  • Partner with Product, Marketing, IT, and operational teams to implement new functionality and improve existing processes.

  • Prepare performance reports, analytical findings, and recommendations for business stakeholders.

  • Respond to shifting priorities and urgent operational needs during severe weather events or service disruptions.

Qualifications

  • 3–10 years of experience in business analysis, business operations, data analysis, or process improvement, with 3–4+ years of relevant hands-on experience preferred.

  • 2+ years of hands-on dashboard development experience using Power BI, Tableau, or similar business intelligence tools.

  • Advanced Microsoft Excel skills, including data manipulation, reporting, and large dataset analysis.

  • Demonstrated experience defining, tracking, and analyzing KPIs to measure operational performance and project success.

  • Experience troubleshooting operational or customer-facing issues, performing root cause analysis, and coordinating solutions with IT.

  • Experience gathering business requirements, documenting workflows, and supporting cross-functional projects or system enhancements.

  • Experience analyzing data from multiple sources and translating findings into actionable business recommendations.

  • Background in utilities, electric power, energy, telecommunications, or similar customer-focused industries strongly preferred.

  • Experience supporting customer communications, billing systems, outage management platforms, or digital applications preferred.

  • Familiarity with SQL, SAP, Salesforce, or enterprise data systems preferred.

  • Experience with Agile/Scrum methodologies, user stories, and user acceptance testing (UAT) preferred.

  • Bachelor’s degree in Business, Information Systems, Analytics, or a related field preferred.

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