Business Support Specialist - Customer Operations

Job Summary

Gain knowledge and experience through a variety of structured and supervised assignments augmented by appropriate training. Customer Care Measurement Operations is responsible for maintaining measurement device records. The Measurement team supports materials management and meter testing. The position is assigned a primary location in Springfield NJ and at times requires travel to other company locations usually Hackensack NJ and the successful incumbent must be flexible with their work schedule.

Job Responsibilities

Manages and enhances the MAUI meter records database. The MAUI system not only maintains all electric and gas meter test records but it also has several interfaces to exchange data to and from SAP.

The position is technical in nature. Responsibilities include software and hardware attributes: software include but not limited to programming with Microsoft products such as and Visual Basic (VB) or C related products (C# C) Microsoft SQL Server queries and SSIS manipulation components Python PowerShell both interactive and command line querying. Hardware attributes include Intel products running Windows operating system (Windows server and client) that are used by the various environments (MAUI SQL Server PCs that interface with the shop test equipment). Hardware also includes physical connections between the shop equipment and the PCs supplied by our IT department i.e. comm ports and security.

The position interfaces not only with internal clients but with our IT partners to align on security and technical demands accordingly and needs to maintain alignment between MAUI the test equipment and the various test shops (Hackensack and Springfield).

Prepare reports (daily monthly annually and adhoc). Actively participate in problem-solving initiatives to determine root cause gap analysis along with the development and implementation of process improvement recommendations. Supporting IT projects or cross-functional teams. Identifying business requirements and developing test scenarios for SAP system fixes and enhancements ensuring functional requirements are met. Conducting user acceptance testing documenting test results assisting with deployment of operational and communication plans. Provide timely feedback to determine effectiveness of implemented solutions and take corrective action as required. Data extraction; technical/financial review and analysis; compiling monitoring and analyzing performance metrics toward achievement of scorecard targets. Investigate client/customer concerns issues and problems to determine root causes. Respond to customer concerns in a timely and effective manner resolve escalated customer complaints including compiling account statements. Maintain and apply working knowledge of PSEG Standards for Business Controls and meet managements expectations for effective internal business controls. Drive operational results working closely with the Billing Management team. Provide technical expertise and support to process owners. Drive efficiency and process improvement utilizing leadership skills data analysis and strong understanding of the business strategies. Foster the refinement understanding and enhanced utilization of process measures and benchmarking. Understand & maintain Sarbanes Oxley controls. Assist with supervisory tasks.

Job Specific Qualifications

• Bachelors degree in Business Computer Science or related field plus 3 years of related lieu of a degree 7 years of job-related experience
• Demonstrated experience and high proficiency in Excel and databases as well as Microsoft Office applications
• Demonstrated organization skills; ability to build and maintain effective partnerships within and across organizations
• Demonstrated analytical attention to detail and communication skills
• Demonstrated proficiency in SAP-CCS or other similar customer database(s)
• Ability to manage multiple priorities in a dynamic environment

Desired qualifications:

• Microsoft SQL Server knowledge and experience
• Experience with PC hardware and connectivity
• Experience working on IT Projects or system enhancements
• Demonstrated skill in implementing process improvements
• Experienced in creating process documentation
• Visual Basic experience
• Demonstrated experience in MS Tableau MS Access SharePoint and SQL
• Knowledge and understanding of PSE&Gs Electric and Gas Tariffs
• Knowledge and understanding of meter-to-cash process
• Demonstrated advanced strategic thinking interpersonal and leadership skills
• Ability to lead a small team

Minimum Years of Experience

Education

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.