Solution Analyst II

Job Purpose

The Solution Analyst II is responsible for managing the intake and triage of new business requests for customer-facing systems, ensuring alignment with business needs and priorities. This role collaborates with internal teams, business stakeholders, and software vendors to deliver technical solutions, resolve issues, and ensure project milestones are met.

The Solution Analyst II plays a critical role in analyzing project issues, documenting workflows, and creating detailed process documentation to aid in the understanding and implementation of business requirements. This position also provides training and support to end users while proactively identifying opportunities for improvements and efficiencies.

Key Responsibilities

Business Request & Intake Management

• Serve as the primary intake contact for new business requests related to customer-facing systems.
• Conduct initial triage of requests, ensuring alignment with business needs, priorities, and technical feasibility.
• Partner with stakeholders to clarify requirements and assess impacts on operations and technology.

Analysis & Documentation

• Perform detailed gap analysis, root cause assessments, and workflow mapping.
• Develop documentation including process flowcharts, decision tables, and solution options.
• Maintain a central repository of application documentation, ensuring compliance with audit and regulatory requirements.

Project Delivery & Support

• Contribute to project implementation by coordinating deliverables and ensuring milestones are achieved.
• Collaborate with software vendors, technical teams, and business partners to resolve issues.
• Support system upgrades, patching, and compliance with application and security standards.
• Act as a subject matter resource for assigned applications, supporting end users through troubleshooting and training.

Continuous Improvement

• Monitor solution effectiveness and proactively identify opportunities for optimization.
• Provide feedback to business partners and leadership on recurring issues or potential enhancements.
• Capture lessons learned from project delivery to inform future initiatives.

Competencies

• Tech Savvy - Anticipates and adopts innovations in technology applications.
• Plans and Aligns - Prioritizes work to meet commitments aligned with organizational goals.
• Manages Complexity - Makes sense of complex, high-quantity, and sometimes contradictory information.
• Communicates Effectively - Delivers clear, concise, and audience-tailored communication.

• Situational Adaptability - Adjusts approach and demeanor to match shifting demands.

Skills

• Strong problem-solving and analytical skills, including root cause analysis.
• Ability to communicate clearly and concisely with technical and business stakeholders.
• Proven ability to manage multiple requests in a fast-paced environment.
• Experience developing and maintaining technical and process documentation.
• High adaptability, resilience under pressure, and accountability for deliverables.
• Ability to learn and quickly build proficiency in new software applications.

Education

• Bachelor's degree in business, computer science, information systems, or related field preferred.

Experience

• 3-5 years of experience as a solutions analyst or similar role required.
• Prior experience with customer billing systems, CX applications, or CRM solutions strongly preferred.

Job Location

The position is hybrid, and office days are in downtown Madison, Wisconsin, where MGE is an active participant in community efforts to preserve the area's extraordinary quality of life. We offer free, on-site parking and are located near biking trails and bus stops. Many employees enjoy the use of our many on-site EV charging stations.

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