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Operations Business Analyst
Non-Union Position
Business Systems Staff; Portland, Oregon (US-OR)
Hybrid schedule available for Oregon & Washington residents.
Regular FT, Exempt
Posting # 5659
About Us:
At NW Natural, we offer more than rewarding career opportunities and a vibrant, inclusive work culture. We invite you to join us in providing safe and reliable utility services and renewable energy to better the lives of the communities we serve. Our vision is to be the leader in service excellence, innovation and environmental stewardship for our customers, while building on our strengths as a trusted energy provider and environmental leader for our industry.
In addition to environmental stewardship, we're also deeply committed to Diversity, Equity and Inclusion at NW Natural. Our DEI Council started 21 years ago, and today we continue to foster a culture where all employees can experience a sense of belonging, shared purpose and possibility.
NOTE:
Employees based at our Headquarters are required to work on-site a minimum of two days per week. Specific in-office days may vary by team and business needs. This hybrid schedule supports collaboration, connection, and engagement while also offering flexibility for remote work.
Position Summary:
Operations Business Analysts independently lead assigned workstreams and consistently deliver results with minimal guidance. They are self-motivated professionals who proactively develop deep knowledge of business systems, processes, and operational workflows. Business Analysts at this level build strong partnerships with stakeholders to understand business needs, identify opportunities for improvement, and support effective solution delivery.
Level 2 Operations Business Analyst
Level 2 Business Analysts routinely demonstrate advanced analytical and diagnostic troubleshooting skills, enabling them to investigate complex issues, identify root causes, and recommend practical solutions. They collaborate effectively with business partners, technical teams, and vendors, fostering strong working relationships while driving initiatives that enhance operational efficiency, system performance, and business outcomes.
Level 3 Operations Business Analyst
Operations Business Analysts at Level 3 serve as trusted advisors and subject matter experts, leading complex initiatives and business-critical workstreams with a high degree of autonomy. They proactively identify opportunities to improve business processes, system capabilities, and operational performance, translating business needs into effective, scalable solutions. These analysts demonstrate broad organizational knowledge and apply strategic thinking to balance business priorities, technical considerations, and operational impacts.
At this level, Business Analysts are recognized for their advanced analytical, problem-solving, and troubleshooting expertise. They lead the investigation of complex cross-functional issues, drive root cause analysis efforts, and influence solution design and implementation. Level 3 analysts foster strong partnerships across business units, technical teams, vendors, and leadership, facilitating alignment, managing competing priorities, and driving consensus on key decisions.
In addition to delivering results, Level 3 Business Analysts provide leadership through mentoring, knowledge sharing, and guidance to less experienced team members. They champion continuous improvement, promote best practices, and play a critical role in advancing organizational goals by delivering sustainable business and technology solutions that improve operational efficiency, customer experience, and business outcomes.
Essential Duties & Responsibilities:
Business Partnership & Collaboration

• Demonstrated ability to interact with employees at all organizational levels, including the ability to work in partnership with departmental and process managers in a bargaining unit environment.
• Build and maintain strong working relationships with business partners, including IT/S, Operations Leadership, the Project Management Office (PMO), vendors, and external user groups.
• Collaborate with stakeholders to understand business needs, prioritize opportunities, and ensure solutions align with operational processes and business objectives.
• Communicate priorities, requirements, risks, and deliverables across business and technical teams.
• Partner with technical resources to troubleshoot issues, design solutions, and support successful implementation outcomes.
• Communicate with workstream leads, technical staff, external user groups, consultants and other departments as needed to ensure priorities are understood.

Business Analysis & Process Improvement

• Elicit, analyze, document, and validate business requirements through interviews, workshops, surveys, site visits, and stakeholder engagement.
• Develop and maintain business process documentation, user stories, requirements traceability, and supporting analysis artifacts.
• Evaluate business processes and recommend improvements that enhance operational efficiency, system effectiveness, and user experience.
• Serve as a liaison between business stakeholders and technical teams to translate business requirements into practical system solutions.

Application Support, Configuration & Testing

• Perform advanced application and system diagnostics, troubleshooting, and root cause analysis.
• Configure business applications and system settings to support operational requirements.
• Support software releases by validating configuration and development changes against business requirements.
• Develop test plans, test scenarios, and testing strategies; perform or coordinate User Acceptance Testing (UAT), system testing, production validation, and post-release monitoring activities.
• Monitor application performance and proactively identify, mitigate, and resolve issues to maintain system reliability and user productivity.

Essential Duties & Responsibilities (Continued):
User Support, Training & Change Management

• Provide ongoing support to end users by resolving business process and technical issues.
• Develop, maintain, and enhance training materials, user guides, reference documentation, and system procedures.
• Design and deliver classroom, virtual, and informal training programs focused on business processes, tools, and applications.
• Facilitate user group meetings, workshops, and stakeholder forums to gather feedback, share updates, and promote best practices.
• Support organizational change management activities through communication, training, and user readiness initiatives.
• Promote effective and appropriate use of business applications across the organization.

Operational Excellence

• Maintain a strong understanding of field and office operations, including mobile workforce management and work management processes.
• Partner with trainers, supervisors, and managers to identify opportunities for process improvement and continuous improvement initiatives.
• Support the company's commitment to safety, operational excellence, and customer service.
• Perform other duties as assigned.

Qualifications:
Education & Experience

• Bachelor's degree with a major in business or an equivalent combination of education and field technical experience resulting in general systems skills.
• A minimum of 3-5 years of experience in Operations, information systems, and/or mobile systems user experience. Additional years of experience for a level 3 position.
• Experience in supporting mobile applications used for field operations and work order management.
• Experience administering business applications, including maintenance table updates or similar system configuration activities.

Knowledge, Skills & Abilities

• Highly collaborative team player with a proven track record of success in team environments. Possesses excellent communication, active listening, and problem-solving skills to effectively contribute to team objectives.
• Proven ability to organize/prioritize workload effectively and manage conflicting priorities.
• Demonstrated business analysis skills, including requirements gathering, process mapping, business process documentation, and user story development.
• Advanced analytical, diagnostic, troubleshooting, and problem-solving skills with the ability to identify root causes and recommend effective solutions.
• Experience configuring business applications and supporting software releases, testing activities, and production validation.
• Knowledge of User Acceptance Testing (UAT), quality assurance, and release management processes.
• Proven written, verbal, presentation, and facilitation skills, including the ability to explain technical concepts to non-technical audiences.
• Ability to establish credibility with stakeholders, build collaborative partnerships, and influence outcomes across organizational levels.
• Demonstrated ability to manage multiple priorities, organize work effectively, and deliver results with minimal supervision.
• Self-motivated with strong initiative, sound judgment, and the ability to learn new technologies, systems, and business processes quickly.
• Experience developing and delivering training programs, user documentation, and stakeholder communications.
• Commitment to maintaining subject matter expertise in supported applications and business processes.
• Commitment to teamwork, continuous improvement, customer service, and workplace safety.

Additional Requirements

• Valid driver's license (or obtain within 90 days if out-of-state), required certifications/endorsements, and satisfactory driving record.

Physical, Environmental & Scheduling Requirements:

• This position allows for hybrid work arrangements between office and remote work from home.
• Must be able to manage multiple priorities in a deadline-driven environment, including periods of increased support during releases, projects, or operational issues.
• Must be able to participate in meetings, workshops, training sessions, and system support activities in person or virtually.
• May require occasional off-hours support for system testing, deployments, releases, training, production validation, incident response, or post-release stabilization activities.
• Occasional travel to company Resource Centers, operations facilities, training locations, or field/business locations may be required.
• May occasionally visit field or operations environments and must follow applicable site safety requirements.

What we offer:
Health & Wellness -

• Rich health insurance benefits with competitive employer contribution
• Free access to an online wellness resources platform

Work Life Balance -

• Up to 23 Vacation Days
• 80 Hours of Sick Time
• 10 paid holidays and 3 floating holidays
• Flexible work arrangements
• 3 weeks paid parental leave
• Be part of a workplace where your voice matters. Engage with our Diversity, Equity & Inclusion Council, and a variety of Employee Resource Groups that support community and growth.
• 1500 sq foot exercise facility and secure bike room

Financial -

• Meaningful annual incentive bonus opportunity in addition to base salary
• Competitive 401K company contribution and match
• 15% discount on NW Natural stock through Employee Stock Purchase Program
• Up to $5250 a year in tuition reimbursement
• Wellness incentive program

Discounts -

• 20% off natural gas service
• Up to 30% discount at NW Natural Appliance Center
• TriMet Pass for all HQ employees
• Generous discounts with Verizon & AT&T Wireless

Base salary range: $81,500.00 - $111,850.00 (Level 2) or $98,450.00 - $140,300.00 (Level 3) per year, depending on qualifications
Annual Target Incentive: Level 2, 9.5% target
Level 3, 9.5% target
Targets are calculated using eligible earnings during plan year participation. Payout, if earned, is based on company and individual performance for each plan year and may range from 0% - 200% of target. Targets are subject to change in subsequent plan years. Must be employed by September 30 in order to receive any prorated payout.
Application Process: To be considered for this position, submit a complete electronic application including cover letter and resume via our website.
https://www.nwnatural.com/about-us/the-company/careers
Deadline: 8/18/26
Disclosure: We are a drug free workplace and we comply with Federal Drug Free Workplace Act and Department of Transportation regulations. NW Natural participates in E-Verify. Individuals hired will have their Form I-9 information submitted to E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.
E-Verify Information
NW Natural participates in E-Verify. Individuals hired will have their Form I-9 information submitted to E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.
All applications must be submitted through NW Natural's Electronic Application System. Resumes