[Hiring] Customer Services Support Senior Business Analyst @Duke Energy Corporation

Role Description

This position is responsible for performing business analysis while analyzing, designing, developing, and reporting out of Hana in support of operational efficiencies, customer satisfaction, and enabling a favorable regulatory environment. This position is accountable to develop complex queries against our Piedmont data, perform statistical analysis, and other financial or business process analysis in the delivery of critical business initiatives. It applies strategic business analysis and conducts process reviews with key stakeholders to ensure accurate analysis and reporting. This position builds and maintains strong working relationships with IT business partners and other key stakeholders across the organization. It is accountable to document comprehensive business requirements and test plans with other members of Customer Data Support to deliver strategic business results. Works to ensure continuous process improvements/business excellence. This position supports an organization that works with key stakeholders at all levels, including supervisors and management in the Customer Services Operations organization across assigned jurisdictions to achieve customer service strategies, goals, objectives, and change integration initiatives.

Responsibilities

• Supports Project Management and Change Initiatives
• Provides business analysis for designing, developing, testing, and implementing business data output.
• Facilitates sessions with diverse teams across Customer Services Operations to come to closure and agreement of changes to requirements for reporting.
• Identifies best practices or process improvement opportunities.
• Engages and communicates effectively with fellow employees and key stakeholders in identifying opportunities for improvement by leveraging resources, processes, and technologies.
• Implements improvement initiatives that deliver excellent customer service, maintaining high levels of customer satisfaction and loyalty.
• Develops and runs business queries required to perform complex business analytics.
• Collaborates extensively with IT business partners and operations subject matter experts to build comprehensive business requirements that ensure thorough development of technical design specifications and creates IT work tickets or requests as needed.
• Supports corporate business continuity and storm response for Customer Services as needed.
• Communicates Effectively and Manages Change
• Provides input for strategies and goals as requested by the leadership team, communicating sound vision and perspective during the customer service planning process.
• Collaborates with other organizations in Customer Services Operations to ensure their expectations are achieved and issues are resolved in a timely manner.
• Maintains effective communications and working relationships with other groups and departments to support successful project design, implementation and adoption of new processes and initiatives.
• Maintain a Safe and Productive Work Environment
• Contributes to a positive work environment where fellow employees work safely and efficiently.
• Maintains productivity and focus, keeping management well informed of project deliverables and emerging issues/opportunities as required.
• Adopts and models the safety guiding principles.
• Supports a consulting culture, mindset, and results-oriented environment within the organization that drives teamwork.
• Maintains strong project management, effective change management, process reengineering, and superior business case development skills.

Qualifications

• Bachelors degree
• In addition to required degree, three (3) years related work experience
• In lieu of Bachelors degree(s) AND 3 year(s) related work experience listed above, High School/GED AND 7 year(s) related work experience

Desired Qualifications

• Bachelors degree
• In addition to desired degree, 3 years related work experience
• Project Management Professional
• A minimum of one year experience with SAP ISU and Hana Studio
• In depth knowledge and understanding of the Customer Data Model, particularly Piedmont’s data.
• Familiarity with Piedmont’s Billing policies and practices.
• Experience in developing and troubleshooting SSRS reports.

Additional Preferred Qualifications

• Demonstrated leadership skills with diverse teams
• Demonstrated problem solving skills
• Demonstrated analytical skills
• Proficient in MS Office products – Teams, Word, Excel, PowerPoint, Sharepoint, Access, etc.
• Recognized mindset/approach to continuous improvement
• Demonstrated solid written and oral communication skills
• Demonstrated ability to drive change in the organization at both strategic and operational levels
• Excellent facilitation, motivational and interpersonal skills
• Candidate must be committed to corporate values and strategic objectives

Working Conditions

• Virtual Mobility Classification - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to the designated Duke Energy facility.

Travel Requirements

• Relocation Assistance Provided (as applicable): No

Represented/Union Position

• No

Visa Sponsored Position

• No

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.