Business Support Specialist - Customer Operations

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 management’s 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

• Bachelor’s degree in Business, Computer Science, or related field plus 3 years of related experience. In 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 :

• Project management experience
• Experience working on IT Projects or system enhancements
• Benchmarking experience
• 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&G’s 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

3 years of experience

Education

Bachelors

Certifications

None Noted