Customer Systems Analyst

Position Purpose

Provides foundational operational, systems, and data support to improve customer experience and back-office performance. Works under guidance to complete analyses, reporting, and system support tasks while developing technical and business knowledge.

Core Responsibilities

Note: This is not an all-inclusive listing

• Support data analysis efforts to identify basic trends, issues, and opportunities
• Build and maintain simple reports, dashboards, and queries for operational monitoring
• Assist with system administration tasks for customer platforms (e.g., IVR, telephony, CIS, payment systems)
• Help identify, document, and test system issues and enhancements
• Contribute to process improvement efforts by gathering and analyzing data
• Participate in team projects and assist with requirements, testing, and implementation activities
• Maintain documentation such as procedures, user guides, and training materials
• Communicate findings and updates clearly with team members and stakeholders
• Provide day-to-day operational and reporting support to internal teams

Behavioral Competencies

• Communicates Effectively – Shares information clearly and concisely
• Customer Focus – Supports delivery of customer-centered solutions
• Drives Results – Completes tasks reliably and on time
• Manages Complexity – Learns to work through new and moderately complex situations with guidance
• Tech Savvy – Demonstrates willingness to learn and use systems and tools

Skills

• Intermediate Microsoft Excel skills (formulas, data organization, simple pivot tables)
• Foundational analytical and problem-solving skills
• Strong attention to detail and organizational abilities
• Ability to interpret data with guidance and summarize findings
• Effective written and verbal communication skills
• Ability to manage multiple tasks and prioritize work
• Willingness to learn new systems and tools
• Strong customer service mindset
• Exposure to SQL or data querying concepts (academic or practical)
• Exposure to customer-facing systems, AI or reporting tools is a plus

Education

Bachelor's degree in Business, Information Technology, Economics, Mathematics, Statistics, or a related field, or equivalent combination of education and experience.

Experience

• 0–2 years of experience in data analysis, business support, customer operations, or related fields
• Internship, academic, or project-based experience with data analysis, reporting, or systems support is acceptable

Work Location

• This hybrid role is based at our Madison, WI headquarters. While three days onsite is the minimum, team collaboration and business needs may require additional in-office presence.

Pre-employment will require satisfactory completion of a background check and drug screen. We are an AA/EOE employer and consider all qualified candidates without regard to protected status.