6526 - Associate Technical Business Support Analyst

Portland General Electric Company•Portland, OR

About The Position

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all. Associate Technical Business Support Analyst Job Function: Technical Business Support Provides support to operational employees throughout Power Delivery in optimizing business processes, systems, and technology. Key Job Information: Associate Technical Business Support Analyst - 6526, Grade 5 Career Level: P1 Entry Professional Performs first-tier professional level assignments that require theoretical knowledge and application of principles and concepts. Typically requires a related college or university degree or the equivalent work experience. Solves recurring problems by applying advanced knowledge. Operates independently but also receives ongoing guidance and direction from others.

Requirements

Education Requires a bachelor’s degree in computer science, engineering or related field or equivalent experience.
Experience Typically one to two years of experience either in using operational systems or IT troubleshooting or equivalent.
Working knowledge of systems used in department
Intermediate knowledge of business-unit operating processes
Working knowledge of configurating systems or application system development, relational databases and coding principles
Basic knowledge of utility system
Working knowledge of PGE processes (e.g., billing, HR)
Working knowledge of system interface / configuration protocols, web tools and database concepts
Basic knowledge of accounting and economic principles
Working skills in customer focus
Basic skills in enterprise/business awareness
Working skills in analysis and problem solving
Working skills in business process relationships
Basic knowledge of utility industry
Working skills in organization and prioritization
Working skills in project management
Consistent use of relevant principles to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exists.
Adhere to set response times, deadlines and time-sensitive tasks
Ability to follow accuracy standards
Ability to follow through on decision-making tasks
Ability to interact effectively and collaboratively within a team environment
Ability to communicate and problem solve when under stress
Ability to respond and adapt to frequent change
Ability to accept and demonstrate self-awareness when provided constructive feedback
Ability to discern feedback and acknowledge ownership of areas of improvement
Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks
Ability to successfully collaborate with peers, managers and others within the organization
Demonstrates sound memory
Ability to process new information to be applied consistently to work tasks
Ability to work long hours
Ability to work a variable schedule
Ability to report to work and perform work during periods of severe inclement weather
Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance
Ability to work on-call schedule
Daily within service territory - Frequently (at least once a week or more)
Overnight inside/outside the service territory - Occasionally (one to two times a month or less)
Computer use (use computer regularly for entire work shift)
Lifting/pushing/pulling: Up to 10 lbs.
Carrying: Up to 10 lbs.
Office

Responsibilities

Process Improvement and Analysis Develops program and process documentation
Analyzes processes for potential improvements
Facilitates process improvement work sessions with operational teams and business process owners
Identifies risks, issues, and roadblocks and escalates to project stakeholders as appropriate
Troubleshooting Responds to issues from end users on department hardware (depending on area of specialization) and software.
Researches and investigates root cause and decides best method of resolution.
Decides which issues require escalation to IT.
Negotiates deadlines between IT and end users.
Prioritizes work tasks.
Monitoring Monitors systems and determines whether they are operating within specifications.
Identifies gaps and recommends resolution.
Recommends and implements process improvements.
Upgrades and Testing Supports users by providing information and advice on system upgrades.
Conducts user acceptance testing and determines which issues can be resolved and which will require escalation to IT.
Manages laptop and software upgrades, serving as a liaison between IT and the end user, taking into account business process needs, as well as system constraints.
Reports Runs daily, weekly and monthly reports to help workgroups analyze data to find areas on business process and system improvements.
Consultation Advises end users on ad hoc reports, daily system operations and system optimization.
Recommends operational process improvements to better optimize system use.