System Analyst, Incident Management
About The Position
Serves as a key member of the Incident Management team, ensuring uptime and availability of CX technology platforms, resolving helpdesk issues efficiently, and collaborating with IT/OT to develop technological roadmaps that support Customer Experience operations. Supports Customer Experience operations by maintaining service-level agreements, resolving help desk tickets, and managing user roles and audits in Oracle CC&B to ensure platform reliability and compliance. Performs data analysis and develops SQL queries to extract insights, inform business decisions, and support issue resolution and enhancement planning. Collects and analyzes data to identify trends and provide actionable insights for business decisions. Audits testing efforts by developing test scripts, conducting UAT, and documenting results to validate system changes and ensure quality delivery. Collaborates with internal teams and third-party vendors to develop technological roadmaps, support system enhancements, and align with Customer Experience strategies. Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations. Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services. Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.
Requirements
- Bachelor’s degree in information technology, Computer Science, Computer Engineer, business administration or related field
- 3 years' experience in data analysis, reporting, process improvement, business strategic support (interpreting key performance indicators (KPIs), metrics, forecast, statistical results) and other analytical functions.
- Experience using business systems or analytic platforms.
- Communications and presentation experience 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 to a desired result
- Strong organizational skills to work independently in a complex and dynamic environment
- Advanced technical system / IT analysis skills
- Self-motivated problem solver who constantly looks for opportunities to continually improve the business
- Proven interpersonal skills to develop and maintain effective and goal oriented working relationships with all levels of staff in the organization and with third parties (e.g., third-party IT vendors)
- Strong working knowledge of the Microsoft Office suite and SharePoint
- Valid Driver's license in PR.
Nice To Haves
- Any significant IT certifications is preferred.
Responsibilities
- Maintain service-level agreements
- Resolve help desk tickets
- Manage user roles and audits in Oracle CC&B
- Perform data analysis and develop SQL queries
- Collect and analyze data to identify trends and provide actionable insights
- Audit testing efforts by developing test scripts, conducting UAT, and documenting results
- Collaborate with internal teams and third-party vendors to develop technological roadmaps and support system enhancements
- Ensure compliance with company policies, procedures, and standards
- Participate in storm restoration tasks and assigned drills
- Perform additional tasks aligned with role expectations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
