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PSEG Business Analyst, Customer Operations in Mellville, New York

Requisition : 72762

PSEG Company: PSEG Long Island

Salary Range : $ 61,200 - $ 110,200

Incentive : PIP 10%

Work Location Category : Remote Local

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.

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.

Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of hire. "Full vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a disability can request a reasonable accommodation.

Job Summary

Job Responsibilities

Responsibilities may include but are not limited to: the creation of daily, weekly or monthly reports for customer contact and billing department. Analyze data, ensure accuracy and identify scenarios to conduct further review as needed. This position will also be responsible for creating and maintaining Tableau dashboards, ad hoc reporting, databases and various work management tools in support of department processes and goals. Successful candidate will be expected to work closely with call center and back office billing management team to provide support for achieving regulatory service level targets. Act as a backup resource for intraday analysts.

Job Specific Qualifications

Knowledge and Experience Required:

• Bachelor’s degree, preferably in Business

• A minimum of 2 years’ experience in a field that utilizes data analytics skills

• Demonstrated ability to provide consultative technical/analytical and functional support

• Demonstrated experience in database management, design and/or creation

• Demonstrated proficiency with Excel, Access, Word and PowerPoint.

• Experience with managing various priorities in a dynamic environment while adhering to strict deadlines

• Ability to evaluate and analyze multiple datasets of substantial quantities and provide detailed analysis

• General understanding of contact center operations, KPI’s and metrics

• Demonstrated strong presentation and communication skills, both verbal and written, with all levels of the organization

• Must foster an inclusive work environment and respect all aspects of diversity

• Successful candidate must demonstrate and value differences in others’ strengths, perspectives, approaches, and personal choices

Knowledge and Experience Desired:

• Experience using Business Intelligence Software (i.e. Tableau, Power BI, MicroStrategy)

• Advanced computer system training, knowledge of writing SQL or other scripting languages

• Knowledge of short and long term call volume forecasting

• Experience with Workforce Management applications (NICE)

• Experience with Call Management Systems (NICE, Cisco)

Minimum Years of Experience

Data Needed

Education

Bachelor

None Noted

Certifications

None Noted

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.

Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.

As an employee of PSE&G or PSEG LI, 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.

Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information. If the position does require access to this information, the Talent Acquisition representative will provide further details upon making an offer.

PSEG 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.

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

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 sharepoint.pseg.com by clicking on the emPower icon, then selecting careers.

PEOPLE WITH DISABILITIES:

PSEG 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/AA INFORMATION (Click link below)

Know your Rights: Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)

Pay Transparency Nondiscrimination Provision

Diversity at PSEG: Equal Opportunity Employer

PSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.

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.

PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

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