Business Support Specialist - Cust Ops

PSEG•Newark, NJ

1d•Hybrid

About The Position

Customer Care Billing Operations is responsible for maintaining customer accounts and ensuring accurate and timely billing of PSE&G’s utility customers. The Billing Analyst team provides support to Billing Operations including all of Billing Operations sub-processes by forecasting workloads, tracking daily systems’ status and employee performance metrics, driving efficiency through process improvements, compiling data analytics, supporting cross-functional initiatives, and assisting with IT Projects. The work is varied and fast-paced and interfaces across the Customer Care organization. The position, at times, requires travel between multiple company locations (Bordentown, Springfield, and Edison NJ) and the successful candidate must be flexible with their work schedule.

Requirements

Bachelor’s degree and at least 3 years’ relevant business/analytics work experience. In lieu of a degree, high school diploma and 7 years’ relevant business/analytics work experience.
Knowledge of the meter–to–cash process.
Familiarity with the gas and electric utility industry regulatory environment.
Strong organizational, interpersonal, leadership and communication skills with ability to build and maintain effective partnerships within and across organizations.
Strong analytical skills with attention-to-detail and accuracy, the ability to accumulate, organize, analyze, and interpret data accurately.
Experience with SAP CCS.
Experience with technical project requirements, user stories, conducting user acceptance testing, and documenting test results.
Excellent written communication experience with summary data reporting, process documentation and end user training guides.
Intermediate to advanced experience in Microsoft Word, Access, Excel, PowerPoint, Outlook, and SharePoint.
Experience with creating data mapping and process workflow diagrams.
Experience in data visualization techniques.
Experience with databases and data analytic programs such as Microsoft SQL, Access, Visual Basic, and Excel.
Compliance with the Department of Energy's regulation 10 CFR 810 is required.

Nice To Haves

SQL query skills and understanding of relational database principles.
Experience in designing SQL queries, views, and stored procedures to extract data from multiple sources and perform relevant analysis.
Proficient with SAP, Microsoft Teams, Power BI, and M365.
Functional understanding of various SAP ISU modules, device management, Billing and Invoicing, FICA, CCS, Master Data, EDM, EMMA, BPEM, OLE and Winshuttle Scripting.

Responsibilities

Responsible for providing analytical support to business operations. This includes preparing and maintaining daily, month-end, quarter-end, and year-end operational and benchmarking reports.
Reviewing, verifying, and maintaining existing reports to prevent data inconsistencies and irregularities.
Supporting development of new reports and dashboards to facilitate Billing Operations with achieving key performance metrics.
Analyzing and interpreting data.
Presenting concise and understandable analytics to stakeholders.
Identifying opportunities to automate and enhance existing processes utilizing leadership skills and a strong understanding of the business strategies.
Monitoring and maintaining SAP Business Workflow.
Analyzing problems and developing solutions to client/customer concerns.
Communicating with affected users to ensure knowledge transfer and compliance.
Maintaining documentation of standard operating procedures and process documentation.
Cross training and mentoring peers.
Gaining an understanding of process measures and benchmarking.
Monitoring and maintaining EDI Billing and Interdepartmental accounts.
Maintaining and applying a working knowledge of PSEG Standards for Business Controls and meeting management’s expectations for effective internal business controls.
Understanding and performing routine Sarbanes Oxley controls.
Cooperating with internal and external auditing.
Performing reconciliation and reporting tasks affiliated with business controls.
Supporting the development, recommendation, and implementation of new procedures and process improvements.
Supporting strategic initiatives and participating on cross-functional teams and process improvement initiatives.
Collaborating to resolve issues, provide timely solutions, and develop or modify work process flows to achieve goals.
Soliciting feedback from users to determine the effectiveness of implemented solutions and taking corrective action as required.
Understanding technical business requirements, conducting user acceptance testing, and documenting test results for SAP system changes, ensuring functional requirements are met.
Supporting development of communication plans and operational deployment of system and process changes.