Sr. Customer Operations Analyst

Job Number: 6082

External Description:

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.

 

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year.

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

 

Job Summary

 

Responsibilities may include planning, design, and develop efficient business, financial and operations systems in support of core organizational functions and business processes. To identify trends or areas for improvement, perform research and analysis, coordinating with different departments to gather leads and data, produce reports and presentations. Devise strategies for business optimization, spearhead the development of processes, identify strengths and weaknesses, and offer recommendations on areas in need of improvement. Work as the go between with management and the IT department to communicate complex technical issues for innovative solutions; the creation of daily, weekly, monthly reports for Back Office Billing department. Formulate various forecasts as they relate work totals, workflow and staffing. Conduct comprehensive data analysis using Microsoft Access and other analytical tools to identify trends, patterns, insights and develop reports as requested by management.  This position is responsible to design, develop, and maintain Access Databases to store, retrieve, and drive business decisions.
 

Job Responsibilities

 

• Review/create reports, tables and databases to determine inconsistencies and/or irregularities.
• Investigate and develop solutions to requests. 
• Generate regular and ad-hoc reports, dashboards, visualizations, and scorecard reports from existing systems that support informational needs of management and/or operating personnel. 
• Develop and/or enhance existing spreadsheets/databases. 
• Collect, summarize and analyze various reports and performance measures. 
• Prepare reports (daily, monthly, annually, and ad hoc). 
• Actively participate in problem solving initiatives to determine root cause, gap analysis, along with the development and implementation of process improvement recommendations. 
• Provide timely feedback to determine effectiveness of implemented solutions and take corrective action as required. 
• Investigate client/customer concerns, issues and problems to determine root causes. 
• Provide timely solutions through direct interaction or by facilitating user teams to develop and modify work process flows. 
• Solicit feedback from users to determine effectiveness of implemented solutions and take corrective action as required. Recommend solutions and develop action plans. 
• Reconcile data transfer between systems and ensure accuracy and integrity of data through regular audits and validation procedures.
• Prepare, plan and monitor the budgets along with forecasts for the Back Office Billing business unit in order to ensure financial targets are met. 
• Participate in the variance analysis and query investigation
• Partner, liaise and develop positive working relationships with primary client (LIPA), financial and operating areas and corporate department to obtain information required to meet responsibilities and respond to inquiries. 
• Proactively build and maintain internal and external networks in order to penetrate, absorb and apply technical/professional best practice to own area of responsibilities.
• Implement new business processes and streamline and improve current business processes.
• Drive Business Process implementation and improvement
• Work closely with cross-functional teams to understand data needs and deliver actionable insights.
• Assist on special projects as required. 
• Support the month-end, quarter-end and year-end closing processes. These can include creating and maintaining journal entries, conducting actual vs plan analysis, and creating ad hoc analysis. 
• Assist in analyzing results and identify areas of opportunities for efficiency and cost savings.
• Provide training and support to team members on the use of Access databases and other data analytical tools.
• Distribute work assignments to the union staff from multiple data streams. 

 

Job Specific Qualifications

Required Education, Skills and Competencies:

 

• BA/BS degree in preferably in Business Management, Finance, Economics, Computer Science or other related discipline and 5 years of Analyst experience; in lieu of a degree a minimum of 9 years of Analyst experience 
• Strong personal computer skills including proficiency with Excel and other database software, PowerPoint, and Tableau.
• Must possess well developed interpersonal, leadership and time management skills.
• Ability to motivate the workforce and foster a team environment.
• Must possess excellent verbal and written communications skills
• Must demonstrate strong analytical, decision making and problem solving skills.
• Must demonstrate the ability to work collaboratively with others to resolve complex issues with innovative solutions.
• Candidate must demonstrate strong planning and organizational skills.
• Ability to interact with internal and external providers/users to present financial information
• Demonstrated presentation skills with comfort presenting to all levels of leadership.

 

Preferred Skills, Competencies and Education:

 

• Proficient in designing SQL queries, views, and stored procedures to extract data from multiple sources and perform relevant analysis.          
• Proficiency in data visualization tools
• Minimum 3 years of experience in data analysis, with a focus on using Microsoft Access.

High level of technical skill in database management and data analysis.  

Job Number: 78945

Community / Marketing Title: Sr. Customer Operations Analyst

Location_formattedLocationLong: Melville, New York US