Business Process Specialist II at Essential Utilities in Wilkinsburg, PA

Job description

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities. Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities. We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint. Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S. Conduct methodical investigation, analysis, review, design, and documentation of information, systems or processes as it relates to operations. ESSENTIAL DUTIES: Identify, document, and implement process improvements related to Intellis meter inventory management, distribution, installation scheduling, and operational workflows , with a focus on safety, efficiency, customer experience, and compliance with established procedures. Collect, compile, analyze, and report on data related to meter inventory levels, installation progress, contractor performance, customer appointments, and operational metrics to support business decision-making. Monitor end-to-end IntelliS meter processes and proactively identify process gaps, system issues, and operational risks; develop recommendations to improve workflow efficiency, inventory accuracy, and service delivery. Develop and maintain automated reports, dashboards, and tracking tools to monitor meter inventory, field deployment activities, installation completion rates, and overall program performance . Conduct testing and validation of business processes, system enhancements, reporting tools, and operational procedures to support continuous improvement initiatives. Serve as a liaison between Operations, Field Services, Supply Chain, Customer Care, Information Technology, Engineering, contractors, and other business partners to coordinate meter-related activities and resolve operational issues. Support customer communications regarding meter installation activities, scheduling, service interruptions, and related inquiries, ensuring a positive customer experience. Coordinate responses to internal and external requests for information related to meter deployment activities, inventory management, operational performance, regulatory inquiries, and project reporting. Develop and deliver process documentation, standard operating procedures (SOPs), training materials, and user guidance related to IntelliS meter programs and supporting business processes. Process departmental invoices, track project expenditures, monitor vendor costs, and assist with budget reporting for meter deployment and operational initiatives. Assist with forecasting meter inventory requirements, monitoring material availability, and coordinating distribution activities to support installation schedules and project milestones. Collaborate with management and stakeholders to identify technology solutions and process enhancements that improve operational effectiveness and support long-term business objectives. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function(s). KNOWLEDGE, SKILLS AND ABILITIES: Strong knowledge of business processes, operational workflows, inventory management practices, and utility operations related to meter deployment and customer service activities. Working knowledge of applicable company policies, procedures, safety requirements, and regulatory compliance standards relevant to meter installatio