Business Support Specialist - Customer Ops

PSEG•Springfield, NJ

7d•Hybrid

About The Position

This is a confidential position that requires strong organizational skills. Provide day-to-day technical administrative and collection support to the Revenue Integrity Department (RID). Perform daily SAP, Access and Excel reporting operations; export data to local spreadsheets and/or databases. Perform assignments and tasks supporting RID Scorecard initiatives including customer contact, the collection of outstanding Revenue Integrity bills and the creation of scorecard spreadsheets. Develop new spreadsheets and/or mail merge documents as needed. Monitor spreadsheets for Internal Auditing compliance. Maintain integrity of queries, data files, mail-merge documents, and spreadsheets, by organizing and documenting these processes on shared network drive. Deliver reports on a timely basis. Work with RID Management team to address reporting enhancements and work as backup for RID Supervisor for RID case review, meter changes and reporting. Assist with the coordination and implementation of projects and activities via collection and preparation of various reports, planning documents and correspondence. Develop calendar of deadlines and track status of tasks for department to ensure completion within set deadlines. Maintain and upgrade Access database as needed. Aid in special projects as requested. The work is varied and fast-paced and interfaces across the Customer Care organization. The position, at times, may require travel between multiple company locations (Electric/Gas shops, Customer Ops Field Locations, Newark, Springfield and Edison) to address RID concerns and inquires and the successful incumbent 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 5 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.
Strong organization and interpersonal skills
Ability to work under pressure, handle multiple tasks, and take initiative to improve productivity
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.
Compliance with the Department of Energy's regulation 10 CFR 810 is required.
As an employee of PSEG, during storm/outage restoration efforts, may be required to perform functions different from normal operations and the regular work schedule.
May also be required to work in an alternate location.
PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing.
Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana.
The use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result.

Nice To Haves

Possess an understanding of gas and electric metering operations and mechanics
Demonstrated experience managing various internal audits
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.
Knowledge of NJ Administrative Code and the gas and electric Tariff(s) relevant to unmetered service and unauthorized use.
Extensive knowledge of RID's collection procedures and 2 years’ experience in the billing and collection of gas and electric unmetered service cases.
Proficient with SAP, Microsoft Teams, Power BI, and M365.
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.
Extensive knowledge and proficiency in the use of Access (querying & reporting functions).
Degree and/or Certifications in Computer Science, Personal Computer Technology, Microsoft and Mainframe Applications, or equivalent work experience.

Responsibilities

Provide day-to-day technical, administrative and collection support to the Revenue Integrity Department (RID).
Perform daily SAP, Access and Excel reporting operations; export data to local spreadsheets and/or databases.
Reviewing, verifying, and maintaining existing reports to prevent data inconsistencies and irregularities.
Supporting development of new reports and dashboards to facilitate Revenue Integrity 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.
Perform various assignments and tasks supporting RID Scorecard initiatives including customer contact, the collection of outstanding Revenue Integrity bills and the creation of scorecard spreadsheets.
Assist Customer Assistants to prepare for customer meetings and/or their legal representatives to explain the RID Billing process.
Develop new spreadsheets as needed and monitor spreadsheets for Internal Auditing compliance.
Maintain integrity of queries, data files, and spreadsheets.
Deliver reports on a timely basis.
Work with RID Management team to address reporting enhancements.
Develop calendar of deadlines and track status of tasks for RID to ensure completion within set deadlines.
Maintain and upgrade Access database as needed.
Aid in special projects as requested.
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.
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 in 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.