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Customer Operations Analyst

Date: Nov 26, 2020

Location: Melville, NY, US

Company: PSEG

Requisition ID:  64505 

Job Function/Category:  Customer Services 

Employment Type:  Non-Exempt Full Time 

This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey.  PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.

 

Job Responsibilities

This position will focus on the project coordination and management of various continuous improvement and customer facing projects/programs for Customer Services. The analyst will also work closely with other departments to improve overall efficiency and performance.   

• Collect business requirements, create a business requirements document, and participate in design workshops with information technology department and vendors for new products or enhancements to existing applications.

• Maintains project plans, dashboards and provides analysis of operational, financial and benchmarking data. 

•  Complete all assigned quarterly, monthly and weekly reporting requirements, accurately and on time reporting. 

• Supports process documentation efforts.  Supports written analysis.  Proactively identifies and supports the implementation of process improvements in support of continuous improvement.

• Develops and maintains data visualization diagrams, source files and Excel spreadsheets.  Supports the implementation of new tools and technologies using process improvement.  Provides detailed analysis on current customer facing technologies for continuous improvements efforts. 

• Proactively interfaces with all Customer Service Leads and process owners to support all elements of customer facing platforms. 

• Analyst may play a role in our Storm Command Center operations

• This position also requires availability in the case of storm emergencies by periodically being on call for the Delivery Emergency Response Center (DERC) and storm restoration efforts.

 

This position has a career path which provides for promotional opportunities within and across grades as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. 

This is a multi-level growth series position, the title, grade level and incentive target assigned to the successful candidate will be determined by assessing skills and related experience, learned through the interview process.

If an internal candidate is selected they will move laterally at their current grade level and will not be eligible for a promotion at the time of accepting this position.  This applies to candidates moving within the same career path (e.g., analyst, supervisor, engineer), or to a different career path (e.g., analyst to engineer, supervisor to analyst).  The selected candidate will have an opportunity to be promoted within the career path during an annual review.


 

Job Specific Qualifications

Required Education, Skills and Competencies:


Bachelor’s degree or an Associate degree with 3+ years of relevant experience
Demonstrated analytical ability with strong oral / written communication and presentation skills.
Applicant must have strong project management and organizational skills, must be adaptable and results-oriented.
Must be a team player and foster an inclusive work environment with respect for all aspects of diversity.
Excellent computer skills in Microsoft Word, Excel, Access, Visio, and Powerpoint.


Desired Education, Skills and Competencies:
Working knowledge of IT processes and project experience.
Experience working with and leading cross functional teams.
Demonstrated knowledge in customer service.
Training in database development or programming.
Knowledge of tableau or any other business intelligence tools
Familiarity with Lean Six Sigma or Project Management Principles
Familiarity with Utility Tariffs and Regulations
Knowledge and understanding of CAS/EBO and billing processes”
 

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

 

As an employee of PSE&G or PSEG Long Island, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

Need to request an accommodation?

If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.


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Nearest Secondary Market: New York CIty

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