Business Analyst

JOB TASKS:

- Monthly - Opt in process
- Bi-Annually - Data Validation process
- Enrollment Errors
- Work to resolve issues that arise when customers sign up for the rewards program
- Work to resolve issues that arise with the program.
- Issues will range from simple (recurring) to highly complex requiring interaction and coordination with IT and outside vendors to resolve.
- Will need to see process through from receiving issue from a CSR to notifying customer that it was resolved.
- Daily API Errors
- Require updates to production data
- AMI Loading Time Verification
- Make sure AMI loads are within approved time frame
- Monthly Opt In Process
- Process to enroll customers back into program who have previously opted out or to enroll control group customer into program.
- Data Validation Process
- 8 week process that includes 2 validations for both devices and preferences
- Quality Assurance
- Complete quality assurance testing as needed on various things such as email lists, phone lists, ORT, etc.
- Performs Quality Assurance checks on data and system integrations within company systems, as well as vendor supported systems
- Production Support
- Provide support to the Product Managers as needed on all areas of the business. This includes, but is not limited to: Develop Test cases for all testing processes related to systems enhancements or addressing system issues.
- Support business team on event days (requires late hours)
- Participate and/or Lead Weekly Check-in Calls
- Opower - open cases
- Opower - IT support call with company IT
- Honeywell
- Internal IT
- Submits Enterprise Demand Management (EDM) requests that address data integration issues and other issues relating to all Demand Response Programs
- Reporting
- Tracks and reports on volume metrics
- Ability to develop sequel reports
- Ability to run Business Object reports
- Metrics reporting on event days

SKILLS:

- Excellent Communication Skills (written and verbal)
- Detail oriented and highly organized
- Ability to provide first class customer service treating each issue as if were his or her own
- Problem solver who will take the time to understand/process the issue and work through timely/thorough resolution
- Ability to analyze an issue and determine how it needs to be fixed - many cases are unique and need to be investigated and resolved
- Project and Time Management - owning a task from start to finish and keeping appropriate stakeholders updated through the process until resolved and ownership of project plans for various initiatives (small to medium scale projects)
- Works independently with minimal supervision
- Takes ownership and has pride in work product
- Knows when to ask for help or escalate and issue vs figure it out on his or her own
- Strong understanding of IT and systems integration concepts
- SQL code development knowledge
- Strong Microsoft Office programs skills: Word, PowerPoint, Excel, Visio, Project
- Knowledgeable in Oracle-based programs: CCB and MDM
- Key player on the Demand Response Business Team with responsibility for full ownership of customer facing issues.