Job Description

Sr Customer Operations Analyst

Requisition : 82159.
PSEG Company : PSEG Long Island.

Salary Range : $ 77,200 - $ 137,200.

Work Location Category : Hybrid Flexible - Melville, NY.

We’re one of the country’s largest energy companies, with a vision of powering a future where people use less energy, and it’s cleaner, safer and delivered more reliably than ever. We’re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.

Here, you’ll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued. We know life isn’t one-size-fits-all, and neither is work. That’s why we offer flexible work options depending on the role. 
In support of this model, roles have been categorized into one of three work location categories:

• Onsite – roles where employees are expected to be onsite daily.
• Hybrid fixed – roles that are a mix of remote work and onsite work fixed days each week.
• Hybrid flexible – roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).

As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits eligible the first of the month coincident with or following your date of hire., designed to support your total well-being: medical, dental, vision, paternal leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you’re looking for a place where you can build a meaningful career and help power and support our communities, we’d love to welcome you to the team.

PSEG is not offering visa sponsorship for this position.

Job Summary:

This Senior/Lead Analyst progression position will support successful coordination and implementation for the initiation, planning, execution, monitoring, reporting, controlling, and closing phases of high priority projects for the Special Projects - Project Management Office (PMO). The PMO team is responsible for on time and on budget delivery of significant high impact programs and identifies, responds to and mitigates escalated project issues that may impede project delivery. The position is responsible for monitoring and analyzing project data and metrics to identify opportunities, weaknesses and/or emerging problems and coordinate solutions. The PMO is also responsible for the regulatory deliverable requirements for the Utility of the Future (U2.0) and Building Efficiency & Electrification (BEE) plan, including associated budgets.

This role is pivotal in driving PSEG Long Islands success to modernize and evolve utility operations, increase customer engagement and customer satisfaction, and meet New York States’ aggressive clean energy goals of the Climate Leadership & Community Protection Act (CLCPA). 

Job Responsibilities:

• Provide support for the Customer Operations Special Projects Project Management Office (PMO) including a range of programs and projects such as Utility of the Future (U2.0) and Energy Efficiency, Beneficial Electrification, Transportation Electrification, Rate Modernization/Time of Day, Customer Insights & Home Energy Management or other high impact customer centric programs to meet the requirements of project deliverables on time and on budget. 
• Coordinate work efforts across the PMO to support defined goals and deliverables.
  Establish, implement and coordinate deliverables across multiple complex projects involving cross-functional matrix teams.
• Provide oversight and coordination of Project Management Lifecycle including scope management, schedule management, resource management, risk management, business process transformation, and change management of projects.
• Facilitate the creation, evolution and documentation of business processes and project artifacts. 
• Review, analyze, organize and prioritize evolving scope and associated requirements and design documentation for information system and process enhancements. Meet critical internal and external delivery deadlines.
• Coordinate and facilitate internal meetings, both in office and remote, including planning, project kick-offs and status updates, with a wide diversity of stakeholders, including regulators, senior leadership, information technology, consultants, legal and others.
• Coordinate, verify and submit budgeting and financial reporting for projects.
• Produce and distribute standardized and ad hoc reports.
• Analyze customer and program data to ensure projects are achieving optimal results.
• Collect, analyze and report project data. Develop and maintain project key performance indicator (KPI) and metric progression dashboards.
• Support management of vendors and consultants including meetings, logistics, deliverables, and invoicing.
• Work with vendors and business owners to develop and deliver presentations to internal cross functional team and senior leadership, community groups and government organizations, as well as external stakeholders and regulators such as the Long Island Power Authority (LIPA) and the New York State Department of Public Service (DPS).
• Conduct advanced data modeling in Excel and other systems. Aggregate, clean, manage and merge data and information across PSEG Long Island’s multiple disparate platforms. Discover insights and escalate anomalies to program management staff. 
• Analyze customer billing and behavior data as it becomes available internally and from vendors. Identify and document anomalies, issues and problems so they can be addressed immediately after the release of new system capabilities and reports. 
• Analyze population data as well as individual customer accounts to assess behavior. Consult with individual customers as needed based on modeling of account and multiple other data sources. Identify trends and propose solutions to enhance customer experience and achieve enrollment, retention and other desired business outcomes.
• Collaborate, obtain work products from, analyze and deliver to a wide array of internal departments and external partners including the Long Island Power Authority (LIPA), New York State Department of Public Service (DPS), industry associations, consultants and departments such as Energy Efficiency & Beneficial Electrification, Demand Response, Solar, Battery Storage, Transportation Electrification, Power Markets, Load Research, Information Technology, Customer Technology, Finance, Legal, Marketing, Customer Intelligence, Corporate Communications, Rates & Pricing, Billing & Revenue Integrity, Transmission & Distribution Planning, Meter Service and others throughout Customer, Electric, and Business Operations. 
• Conduct other duties in support of the Customer Operations Special Projects team.

Job Specific Qualifications:

• Bachelor's degree and a minimum of 5 years of analytical and/or project management experience. In lieu of a degree, a minimum of 9 years of analytical and/or project management experience may be considered.
• Experience with project management supporting multiple cross functional matrix teams.
• Proficiency with systems/tools including MS Suite: SharePoint, Visio, Word, PowerPoint.
• Demonstrated reporting and analysis experience including budgeting, financial reporting, progress reporting and/or metric reporting.
• Ability to successfully multi-task and prioritize deliverables, effectively meeting deadlines.
• Strong communication and presentation skills.
• Strong analytical and time management skills
• Strong verbal and written communication skills
• Proven ability to effectively follow up and escalate as needed 
• Proven ability to foster collaborative business relationships
• Experience working with outside contractors and consultants
• Experience in advanced data modeling in Excel and other systems. 
• Demonstrated ability to aggregate, clean, manage and merge data and develop information.
• Detail oriented with demonstrated analytical skills working with large and complex data sets.
• Advanced proficiency with MS Excel.
• Proven ability to fully own business deliverables and outcomes, accept feedback, iterate, and continuously improve.

Desired:

• Master’s in Business Administration.
• Project Management Professional (PMP) and/or Lean Six Sigma certification.
• Experience working in regulated industry, i.e. water, electric, gas, telecommunications or cable industries.
• Knowledge and experience in utility Energy Efficiency, Demand Response, Transportation Electrification, Renewable Energy, Billing, Rates & Pricing, and Beneficial Electrification programs.
• Knowledge and experience in visual analytics platforms such as Tableau, Power BI, Quicksight or other business intelligence systems. 
• Advanced knowledge of PSEG Long Island systems (capabilities and limitations) as it relates to customer facing products (GridX,Billing, MyAccount, App, Website, MySmartEnergy, CSR GridX Salesforce, MDMS, etc.).

Some positions at PSEG require access to information covered by the Department of Energy’s regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a “Generally Authorized” destination on the attached list and not also a citizen, national, permanent resident of any country not listed; OR (4) a “Protected Individual” under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).

As an employee of PSEG Long Island, you should be aware that during storm/outage restoration efforts, you may be required to perform functions different from normal operations and work extended hours beyond your regular work schedule. You may also be required to work on premise or in an alternate location as directed by the company.

For all roles, PSEGLI’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. 
Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result.

If you are a current PSEG employee and offered an opportunity with PSEG Long Island, you will be treated as a new hire. Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires. Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits will change and generally be consistent with other similarly situated new hires of that company. 

PSEGLI is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include 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. 
PSEGLI is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.
If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

ADDITIONAL EEO INFORMATION (Click link below):
Know your Rights: Workplace Discrimination is Illegal.

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