System Analyst, Incident Management

LUMA Energy • Santurce-NEOS, PR

1d

About The Position

Serves as a key member of the Incident Management team, ensuring uptime and availability of Customer Experience technology platforms, resolving help desk issues efficiently, and collaborating with IT/OT to develop technological roadmaps that support Customer Experience operations. The role maintains service-level agreements, resolves help desk tickets, and manages user roles and audits in Oracle CC&B to support platform reliability and compliance.

The System Analyst performs data analysis and develops SQL queries to extract insights, inform business decisions, support issue resolution, and plan enhancements. The role also audits testing efforts by developing test scripts, conducting user acceptance testing (UAT), and documenting results to validate system changes and ensure quality delivery. It collaborates with internal teams and third-party vendors on technology roadmaps and system enhancements, follows company policies and applicable regulations, and participates in storm restoration tasks and assigned drills.

The position requires a bachelor's degree in a relevant field or qualifying equivalent experience, along with analytical, technical, communication, organizational, and collaboration skills. Travel requirements are 30%.

Requirements

• Bachelor’s degree in information technology, computer science, computer engineering, business administration, or a related field; qualifying experience may substitute for education.
• At least 3 years of experience in data analysis, reporting, process improvement, business strategic support, or other analytical functions, including interpreting KPIs, metrics, forecasts, and statistical results.
• Experience using business systems or analytic platforms.
• Experience communicating and presenting to senior leaders.
• General knowledge of electric utility business processes and the IT systems that support them.
• Strong facilitation skills to participate in cross-functional teams and achieve desired results.
• Strong organizational skills and ability to work independently in a complex, dynamic environment.
• Advanced technical systems and IT analysis skills.
• Self-motivated problem-solving approach and interest in continually improving the business.
• Interpersonal skills to develop and maintain effective, goal-oriented relationships with staff at all levels and with third parties, including IT vendors.
• Strong working knowledge of Microsoft Office and SharePoint.
• Valid driver's license in Puerto Rico.

Nice To Haves

• Significant IT certifications are preferred.

Responsibilities

• Maintain service-level agreements and resolve help desk tickets supporting Customer Experience operations.
• Manage user roles and audits in Oracle CC&B to ensure platform reliability and compliance.
• Perform data analysis and develop SQL queries to extract insights, support business decisions, resolve issues, and plan enhancements.
• Collect and analyze data to identify trends and provide actionable insights.
• Audit testing efforts by developing test scripts, conducting UAT, and documenting results to validate system changes and ensure quality delivery.
• Collaborate with internal teams and third-party vendors to develop technological roadmaps and support system enhancements aligned with Customer Experience strategies.
• Follow established company policies, procedures, and standards and comply with applicable laws and industry regulations.
• Participate in storm restoration tasks and assigned drills to support safe and reliable service recovery.
• Perform additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level