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PSEG Business Support Specialist - Customer Operations/Process Analyst - Customer Operations - Newark in Newark, New Jersey

Requisition ID: 68310

Job Function/Category: Customer Services

Employment Type: Exempt Full Time

This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey. PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.

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 employment. "Fully 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

This is a multi-level growth series position (Business Support Specialist, Grade Level 26/Process Analyst, Grade Level 27). Placement is dependent upon the skills and experience of the candidate.

The Customer Billing department is responsible for the accurate and timely billing of PSE&G’s utility customers (Electric, Gas, WorryFree, Outdoor Lighting, etc.). The Billing Analyst team supports Billing Operations by forecasting workloads, tracking daily system and employee performance metrics, and improving daily operations through process improvements and IT Projects.

This opportunity is open to current PSEG employees only.

Job Responsibilities

The core responsibilities at the Business Support Specialist Level:

Prepare reports (daily, monthly, annually, ad hoc). Actively participate in problem solving initiatives to determine root cause, gap analysis, along with the development and implementation of process improvement recommendations. Provide timely feedback to determine effectiveness of implemented solutions and take corrective action as required. Investigate client/customer concerns, issues and problems to determine root causes. Maintain and apply working knowledge of PSEG Standards for Business Controls and meet management’s expectations for effective internal business controls. This position will support PSE&G’s Billing Operations, including all of Billing Operations sub-processes. Drive operational results working closely with the Billing Management team. The position at times requires travel between both Billing centers (Newark, NJ and Bordentown, NJ) and the successful candidate must be flexible with their work schedule.

The core responsibilities at the Process Analyst Level:

All of the above as well as review/create existing reports, spreadsheets, and/or databases to determine inconsistencies and/or irregularities. Investigate and develop solutions to requests. Develop and generate ad hoc reports and scorecard reports from existing systems that support informational needs of management and/or operating personnel. Enhance existing spreadsheets/databases. Collect, summarize and analyze various reports and performance measures. Provide timely solutions through direct interaction with the Billing team to develop and modify work process flows. Solicit feedback from users to determine effectiveness of implemented solutions and take corrective action as required. Recommend solutions and develop action plans. Drive operational results working closely with the Billing Management team. Play a leadership role in the development, recommendation and implementation of new procedures/process improvements, often via cross-functional teams. Prepare status reports for management, developing appropriate communication materials. 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. The position at times requires travel between both Billing centers and the successful candidate must be flexible with their work schedule.

Job Specific Qualifications

Required at Business Support level

• Bachelor’s degree in Business, Computer Science or related field, or in lieu of a degree, 2 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.

Required at Process Analyst level

All of the above as well as:

• 5+ years relevant work experience

• In-depth knowledge of the meter –to –cash process, familiarity with Gas and Electric Delivery and industry trends as well as the regulatory environment and NJ Administrative Code

• Demonstrated advanced strategic thinking, interpersonal, and leadership skills

• Knowledge of SAP tables, Business Warehouse, Sharepoint

• Proficiency with SAP-CCS

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

Minimum Years of Experience

3 years of experience

Education

Bachelors

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.

As an employee of PSE&G or PSEG Long Island, 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.

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 the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.

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

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.

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 employment. "Fully 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.

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, 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.

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.

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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