Senior Business Intelligence Analyst - Customer Operations Technology & Analytics
Our Customer Applications Management team at Colorado Springs Utilities is responsible for delivering the data, reporting, automation, and system integrations that support customer operations, contact center performance, business decision-making, and enterprise modernization efforts. We are seeking a Senior Business Intelligence & Data Solutions Analyst to serve as a technical leader in designing, developing, and supporting enterprise reporting, analytics, workload management solutions, and data integration capabilities.
This role combines business intelligence, data engineering, systems administration, automation, and advanced analytics to help improve operational efficiency, customer experience, and organizational performance. You will partner with stakeholders across the organization to transform complex business requirements into scalable reporting, integration, and analytical solutions that drive measurable business value.
What Else Will You Be Doing?
- Leading the administration, support, and continuous improvement of related customer operations technologies
- Developing and maintaining enterprise reporting solutions, dashboards, scorecards, and self-service analytics using Power BI, SQL, and modern reporting platforms
- Designing, developing, and supporting SQL processes, databases, operational tables, and automated data preparation workflows
- Utilizing APIs, automated data pipelines, integrations, and data services that connect enterprise applications and reporting platforms
- Supporting Python-based automation, data transformation, and process optimization initiatives
- Producing and enhancing operational, financial, customer, regulatory, and compliance reporting used throughout the organization
- Analyzing customer usage patterns, operational performance, workload trends, financial impacts, and business metrics to provide actionable recommendations
- Leading analytical efforts related to predictive models, forecasting, trend analysis, benchmarking, modeling, and strategic decision support
- Supporting enterprise data governance activities by validating data quality, consistency, completeness, and reporting accuracy
- Driving automation initiatives that reduce manual effort and improve efficiency across customer operations and business processes
- Serving as the technical lead for reporting, data integration, and workload management modernization initiatives
- Partnering with business leaders, technology teams, vendors, and stakeholders to gather requirements, solve complex operational challenges, and implement sustainable solutions
- Documenting processes and solutions as part of solution delivery
- Supporting modernization efforts involving the enterprise customer information system, measurement data, Genesys, APIs, Lakehouse technologies, enterprise reporting platforms, and next-generation analytics capabilities
- Presenting findings, recommendations, and technical solutions to leadership and stakeholder groups in a clear and meaningful format
- Creating documentation, standards, and best practices that support long-term scalability and supportability of reporting and analytics solutions
Who You Are:
- An experienced analytics, business intelligence, or data professional who enjoys solving complex business and technical challenges
- A strong collaborator who can build partnerships with both technical teams and business stakeholders as well as mentor junior personnel
- A strategic thinker who can identify opportunities to connect operational needs with long-term technology and data solutions
- Passionate about creating insight, leveraging data, automation, and technology to improve customer experiences and business outcomes
Required Qualifications:
- Three to five years or more of progressively responsible experience in business intelligence, analytics, reporting, systems administration, data engineering, or related disciplines
- Advanced experience with SQL and relational database development
- Experience designing and supporting enterprise reporting and analytics solutions
- Experience developing dashboards and visualizations using Power BI or similar business intelligence tools
- Experience developing and supporting APIs, integrations, and automated data workflows
- Demonstrated ability to analyze complex business problems and translate them into scalable technical solutions
Preferred Qualifications:
- Bachelor''''s degree in Business Analytics, Information Systems, Computer Science, Data Analytics, Finance, Business Administration, or a related field
- Experience supporting contact center technologies
- Experience with Python development and process automation
- Experience with cloud-based data platforms, Lakehouse architectures, or enterprise data warehouses
- Experience supporting customer operations, utility operations, workforce management, or large-scale enterprise environments
- Experience leading technical projects, modernization initiatives, or cross-functional workstreams
- Knowledge of data governance, data quality management, and enterprise reporting best practices
Why Join Us?
This is an opportunity to serve as a senior technical and analytical leader helping shape the future of customer operations, enterprise reporting, and data-driven decision-making. You will work on high-impact initiatives involving automation, analytics, modernization, customer experience, and enterprise technology transformation while partnering with leaders across the organization to deliver meaningful business results.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS:
- Exerting up to 10 pounds of force occasionally (1/3 of the time), and/or a negligible amount of force frequently (1/3 to 2/3 of the time) to lift, carry, push, or pull objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary only if walking and standing are required only occasionally, and all other criteria are met.
- Positions in this class typically require talking, hearing, seeing, and repetitive motions within an office working environment.
Who We Are:
Colorado Springs Utilities, a four-service utility provider with a 100-year reputation of integrity, gives you an experience unmatched by other utility companies. We continuously strive to stay ahead of the business curve with our established priority to update and incorporate state-of-the-art technology and provide a work culture dedicated to innovation, collaboration, and synergy. In fact, we were recently awarded the Diamond Designation from the American Public Power Association (APPA), recognizing our utility for having some of the highest ratings in reliability, safety, workforce development, and system improvements among the more than 2,000 public utilities in the nation. Nestled at the base of the Rocky Mountains, Colorado Springs is the perfect blend of mountain and city living. With over 300 days of sunshine a year, you will enjoy nature at its finest while residing in the sixth most desired place to live in the United States (according to U.S. News & World Report, 2021).
Our Commitment to Our Employees…
Our people are the heart and soul of Colorado Springs Utilities. They keep the lights on, gas flowing, water coming in, and wastewater leaving. We don''''t just say people are important - we prove it! That's why we are honored to invest in protecting the health and financial security of our employees and their families through our rich benefits program.
Time Off to Recharge
- Vacation - Start with 13 days annually, increasing to 24 days with tenure
- Personal Leave -3 days per year
- Paid Holidays -12 paid holidays per year
- Sick Leave - 12 days per year for personal or family health needs
- Vacation Buy - Option to purchase up to 40 additional hours annually
Health & Wellness - Benefits elected are effective the first of the following month
- Medical Plans: Three comprehensive options, including a $0 premium High-Deductible Health Plan (HDHP) with Health Savings Account (HSA) eligibility
- Zero Health: Access to hundreds of medical services at no cost
- Dental & Vision: Two dental plans and one vision plan
- Family Building Benefits: Support for fertility, preservation, adoption, and surrogacy
- Wellness Program: A voluntary program that rewards you for prioritizing self-care! If you''''re enrolled in our medical plan, you and your spouse can earn up to $600 in HRA or HSA contributions by completing healthy activities
- Flexible Spending Accounts (FSA): Pre-tax contributions for healthcare and dependent care expenses
- Health Savings Account (HSA): Available with HDHP
Financial & Retirement Security
- Pension Plan: Colorado PERA provides retirement benefits and peace of mind
- Supplemental Retirement Plans: PERAPlus 401(k), MissionSquare Roth IRA, and 457 plans
- Disability Coverage: Short-Term and Long-Term Disability insurance available
- Life Insurance: Employer-paid coverage with optional supplemental plans
- Long-Term Care Insurance: Available for purchase to support extended care needs
Additional Support
- Employee Assistance Program (EAP): Confidential support for mental health, stress, legal, financial, and work-life balance
- Tuition Reimbursement: Up to $5,250 annually to support continued education
- Public Service Loan Forgiveness: As a qualifying employer, your student loan payments may be eligible for loan forgiveness