System Analyst, Customer Service Business System

Overview

Our team is an IT customer-related solutions provider committed to delivering and maintaining innovative and sustainable solutions for the O&R Customer Service organization. The candidate must be able to thrive in a dynamic, agile environment. This individual must be comfortable working with cross functional teams and customers. Must possess a passion for establishing structured and standardized framework for various department programs and initiatives.

We are currently seeking an individual to support managing the data analytic initiatives and future emerging technologies. This individual will coordinate company efforts towards continuous improvement with customer application development & maintenance and data analytics platform systems. The System Analyst will support the Senior System Manager with business departmental needs and technical system initiatives. We are looking for an individual with a proven track record in managing IT software, data analytics platforms and related projects.

Responsibilities

• Ensures implementation of safety, health, and environmental programs, promoting safe practices and regulatory compliance.
• Adheres to Company principles, business conduct standards, and procedures including EH&S, EEO, and security protocols.
• Fosters a customer-centric culture to build trust, improve service, and enhance stakeholder value.
• Coordinates with business users regarding the needs for the ongoing functional development of CCB and associated applications including maintenance and enhancements.
• Performs Root Cause Analysis of business needs / errors that occur.
• Works with cross functional company departments and O&R technical staff developing specifications and analysis for system changes and enhancements and makes recommendations for system changes and / or process changes to business users.
• Monitors and reports department goals/metrics and trending to Managers, Directors and Vice President.
• Assists with training and guidance to business users to help them develop a better understanding of newly deployed or underutilized business system functionality to achieve improved operating efficiency.
• Responsible for user acceptance testing, either directly or through assigned resources, and sign off upon turnover of completed business system changes and enhancements.
• Meets with business area section managers and directors to keep them informed of the status of requested system changes and enhancements.
• Leads cross-functional projects, collaborates with leadership, and communicates status updates. Maintains current knowledge of solutions and approaches related to business systems and associated applications.
• Perform other related tasks and assignments as required. Participate in the Companys emergency management process and storm plans.

Qualifications

• Bachelor's Degree and with a minimum of two years related work experience or
• Associate's Degree and with at least four years of related work experience or
• High School Diploma/GED and with at least five years of related work experience.

• Related work experience must include experience in at least one of the following functional areas: Information Technology Customer Operations, Gas/Electric Operations, or a related organization, required.
• Must have excellent oral and written communication skills to effectively interact with all levels of the organization, required.
• Computer literacy with proficiency in Windows environments and Microsoft Office (Word, Excel, Access, and PowerPoint), required.
• Able to work effectively with all company departments, various levels of management and third-party vendors, required.
• Well organized, detail oriented and flexible to handle multiple assignments and deadlines, required
• Must have strong analytical, technical and interpersonal skills, required.
• Experience with Databricks, Microsofts Power Platform, and Power Automate, including Power BI, preferred.

• Driver's License Required

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able to travel as necessary.
• Must be able to work off-hours as necessary.