Senior System Analyst, Customer Service System Support

Overview

Our team is an IT customer-related solutions provider committed to delivering and maintaining innovative and sustainable solutions for the O&R Customer Service organization. The candidate must be able to thrive in a dynamic, agile environment. This individual must be comfortable working with cross functional teams and customers. Must possess a passion for establishing structured and standardized framework for various department programs and initiatives.

We are currently seeking an individual to support managing the data analytic initiatives and future emerging technologies. This individual will coordinate company efforts towards continuous improvement with customer application development & maintenance and data analytics platform systems. The Senior System Analyst will serve as the subject matter expert to support business departmental needs and technical system initiatives. We are looking for an individual with a proven track record in managing IT software, data analytics platforms and related projects.

Responsibilities

• Ensures implementation of safety, health, and environmental programs, promoting safe practices and regulatory compliance. Adheres to Company principles, business conduct standards, and procedures including EH&S, EEO, and security protocols.
• Fosters a customer-centric culture to build trust, improve service, and enhance stakeholder value.
• Under supervision, develops, maintains, and supports IT application portfolio and data analytics dashboards for the department. This individual's responsibilities include designing, coding, configuring, testing, documenting, problem solving, training, administering, and maintaining related applications.
• Supports applications by assisting in the development of new functionality and emerging technologies. This involves preparing documentation, coding as required, testing, and problem solving.
• Works with users to prepare technical analyses for enhancements to existing systems or new systems. Develops functional scope and design documentation for enhancements of existing systems.
• Codes applications or supports some aspect of the application development environment (such as tools or common components). Performs system testing. Analyzes existing applications and recommends improvements related to business process or technology infrastructure changes.
• Designs application enhancements and small projects according to departmental standards. Writes programming technical and business specifications based on system design.
• Troubleshoots problems found in testing development projects, production applications, or the development environment. Prepares work for production implementation.
• Assists in programs to educate management and end users in data processing techniques, systems capabilities and requirements, making presentations, as assigned, to all levels of management.
• Ability to communicate effectively to technical and non-technical audiences.
• Participates in the Companys emergency management processes and storm plans.
• Perform other related tasks and assignments as required.

Qualifications

• Bachelor's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business, or applicable degree and a minimum of 3 years of relevant work experience or
• Associate's Degree preferably in Data Analytics, Computer Science, Information Technology, Math, Business or applicable degree and a minimum of 5 years of relevant work experience.

• Knowledge of Database Design/Analysis, Business Analysis, and/or Data Modeling. Must have working knowledge and experience in data analytics and data analytics concepts, required.
• Experience writing formal documentation and requirements. Experience in preparing and conducting presentations, required.
• Proven track record of strong verbal/written communication and presentation skills, especially around analytical concepts and methods, required.
• Must have excellent project planning and research skills, required.
• Demonstrated flexibility and ability to handle multiple tasks and assignments while working under tight deadlines, required.
• Experience and proficiency with SQL queries and Microsoft Word, Excel, PowerPoint, required.
• Experience supervising technical staff, required.
• Experience with Databricks, Microsofts Power Platform, and Power Automate, including Power BI, required.
• Experience .Net Programing, preferred.

• Driver's License

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able and willing to travel as needed.
• Must be able to provide off hour, on-call support for all CIMS applications.