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PG&E Senior Business Analyst in Concord, California

Requisition ID # 37813

Job Category : Business Operations / Strategy

Job Level : Individual Contributor

Business Unit: Customer Care and CRE

Job Location : Concord

Department Overview

In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.

Customer Fund Management (CFM) Department is responsible for ensuring that upon execution of main-line extension (MLX) contracts, the contract set-up and the processing of monies are handled in accordance with filed tariffs. CFM is also responsible for reviewing all new business contracts for correctness before they are submitted to the customer. In addition, CFM is responsible for the establishment of new premise and service points in CC&B and all streetlight setup and billing.

Position Summary

This position is a CFM Senior Business Analyst reporting under the Service Planning Organization in Electric Operations. The successful candidate will report to the Supervisor of the CFM Analyst group in Concord.

The successful candidate will be focused on business process related activities often centered around managing, measuring and improving quality, cost effectiveness, efficiency, customer satisfaction and other desired business outcomes and strategic business decisions focused on non-energy billing, new business contracts, MLX, streetlights, and new account set-up. This person will also evaluate effectiveness of, and recommend improvements in business process, practice and procedures.

Job Responsibilities

  • Business Process: Knowledgeable of the operations of MLX, SAP, CC&B, and new business contract work with specific focus on the streetlight new business process and customer related streetlight billing issues. Understanding of internal new business, service planning, and support services processes and procedures. Initiate and implement business process improvements to attain maximum efficiency, quality and processing cycle time. Provide guidance to Business Process Analysts and clerical staff.

  • Data Analysis: Analyze data and perform analysis to identify opportunities and recommend appropriate actions to achieve short and long term operational targets. Manage, maintain and report on General Ledger Accounts and liaison with Revenue Accounting and SOX Compliance.

  • Metrics, Reporting and Clerical Support: Develop and track business metrics. Develop and maintain standard, custom and ad-hoc reports. Provide subject matter expert analytical support to the CFM clerical operations with Streetlight, MLX (Main Line Extension) NEBS (Non Energy Billing System), NPS (New Premise and Setup), and BARC (Base Annual Revenue Calculation) related issues.

  • Quality Assurance and Compliance: Consistently ensure that data results match those of published data and be available to assist team members in QA/QC of their data. Ensure all compliance related documents are properly completed, maintained and audited. Audit clerical processes for compliance with company standards associated with contract and billing processes.

  • Project Coordination: Coordinate and manage various projects as assigned related to NEBS, MLX, NPS, Streetlights, and Contract Review etc.

  • Safety, Compliance & Ethics: Take personal responsibility for your actions and results. Act on unsafe conditions and ensure others are acting safely. Complete all mandated training.



  • Bachelor of Science in Business, Statistics, Accounting, Mathematics or related field or equivalent work experience

  • 4 years of business analysis experience or business-related experience


  • MBA or equivalent graduate degree

  • Knowledge of CC&B billing processes and SAP Asset Accounting

  • Broad knowledge of different qualitative and quantitative analytical methods, approaches and tactics

  • Advanced understanding of process improvement concepts, methods and techniques

  • Creative problem-solving skills to develop process solutions

  • Ability to work as an effective team member in successful deployment of new products including design, configuration, test, and train end users

  • Ability to work as an effective team member on process improvement implementation initiatives from identification of process improvement to full implementation

  • Excellent organizational, prioritization and multi-tasking skills

  • Proficiency in Microsoft Office, Project, or similar software

  • Ability to communicate findings and recommendations to various levels of management.

  • Ability to lead project teams

  • Knowledge and understanding of business drivers

  • Ability to create business cases

  • Ability to develop what-if data models by using data sets and various tools to fit the business analysis need.

  • Public speaking and presentation abilities

  • Ability to choose from different analytical methods, approaches and tactics to meet business analysis requirements in an efficient manner

Pacific Gas and Electric Company is an AA/EEO employer that actively recruits and hires a diverse workforce.