Business Support Specialist/Process Analyst -Customer Contact

Job Number: 799

External Description: Requisition ID:  65307 

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 Summary

This opportunity is open to current PSEG employees only.

This is a multi-level growth series position in PSE&G's Call Center Operations. The title and salary grade level assigned to the successful candidate will be determined by assessing skills and related experience, learned through the interview process, as they meet the criteria defined below.

Job Responsibilities

At the Business Support Specialist, grade 26 level:
Prepare reports (daily, monthly, annually, ad hoc). Actively participate in data analysis and problem-solving initiatives; conduct gap analyses to determine root causes; develop and implement process improvement recommendations. Provide support for the Call Center technology platforms: Automated Call Distribution (ACD), Integrated Voice Response (IVR), call recording and workforce management.  This support will include system administration, maintaining and updating call flows and messages, work with IT and support vendors to troubleshoot and resolve problems.  Maintain management and reporting databases.  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. This position will support PSE&G's Call Center Operations and will be responsible for data mining and technology system support and enhancements. The position at times requires travel and the successful candidate must be flexible with their work schedule.

At the Process Analyst, grade 27 level
All of the above as well as review/create existing reports, spreadsheets, and/or databases to determine inconsistencies and/or irregularities. Play a leadership role in investigating and developing solutions to requests. Develop and generate ad hoc reports and scorecard reports from existing systems that support informational needs of management and/or operating personnel. Enhance existing spreadsheets/databases. Collect, summarize and analyze various reports and performance measures. 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.  Work with Customer Contact leadership to identify, specify and analyze business requirements and processes and provide subject matter expertise throughout the application design, test and implementation process.  Serve as Subject Matter Expert for Contact Center technology.  Advise other SMEs and vendors on Contact Center technology and best practices.

Job Specific Qualifications

At the Business Support Specialist level - Required:
• Bachelor's Degree • 3 years professional work experience in data and technology analysis • Proficiency in Microsoft Word, Excel, and Outlook. • Basic understanding of SAP applications • Strong analytical, organizational, communication skills • Experience with software development or programming in at least one programming language • Initiative and problem-solving skills • Must have and maintain a valid driver's license
At the Process Analyst level - Required: All of the above as well as:
• 5+ years relevant work experience providing technical and/or analytical support • Working knowledge of database management • Comprehensive knowledge of Excel, SAP, Access, SharePoint • Understanding of the software development lifecycle (SDLC) process, project management, database technology, and operating system components of environments. • Initiative and problem-solving skills • Strong strategic thinking, interpersonal, and leadership skills

Minimum Years of Experience

3 years of experience

Education

Bachelor

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.

Nearest Major Market: Newark
Nearest Secondary Market: New York City
Job Segment: ERP, Developer, SAP, Database, Compliance, Technology, Legal

Job Number: 65307

Community / Marketing Title: Business Support Specialist/Process Analyst -Customer Contact

Location_formattedLocationLong: Newark, New Jersey US