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Customer Tools Analyst - Portland, Oregon - #108872

Date: Sep 17, 2022

Location: Portland, Oregon, OR, US, 97232

Company: PacifiCorp

Join Our Team!

 

PacifiCorp is seeking customer-centric candidates to grow and sustain our commitment to a culture of customer service excellence, environmental sustainability and diversity, equity and inclusion.

General Purpose

 

Conducts analysis of business process, customer experience requirements, related changes to core technology systems through research, gathering and interpretation of data, development of alternatives and recommendations. Presents technical analysis and recommendations to management. Works with Customer Service, Information Technology, Regulations, Dispatch, Field, and other departments for needs assessment, solutions, and related testing. Analyses include, but are not limited to customer experience study, functional feasibility studies, cost/benefit analysis, trending/forecasting, and reporting.

Responsibilities

 

  • Promote a customer first culture and commit to delivering outstanding results for customers.
  • Formulate and define customer experience scope and objectives through research and analysis using understanding of applicable business systems and industry requirements. Including but not limited to:
  • Industry best practice evaluation
  • Cross platform evaluation
  • Cross industry assessment
  • Assist Information technology and business team in the development and modification of technology systems to meet business needs.
  • Develop and maintain procedures and process information for customer service. Document user and system requirements for each solution.
  • Analyze output data and reports and provide interpretation and concise communication of results.
  • Coordinate, develop and execute user acceptance test plan and test cases.
  • Perform post implementation verifications after system changes successfully deployed.
  • Coordinate with Training and Process groups to determine and develop training and process documentation.
  • Participate in the Customer Tools & Technology on call rotation (Team provides support on 24/7 basis).
  • Create tools to automate processes involving input and extraction of data and both regular and ad hoc reports.

Requirements

 

  • Bachelor’s Degree in Business, Computer Science, IT, or a related field; or the equivalent combination of education and experience.
  • A minimum of three years professional experience.
  • Data gathering, analysis, interpretation, trending, forecasting and modeling skills.
  • Knowledge of applicable federal, state, and local governmental laws and regulations.
  • Ability to deliver to project timelines, budgets, and specifications.
  • Proficient in requirement writing using various documentation techniques to capture and express business needs in a clear and concise manner.
  • Computer skills including Excel, Word, Power Point and Visio
  • Ability to multitask and work in a highly dynamic, fast paced environment.
  • Ability to support 24/7 environment.
  • Advanced communication and interpersonal skills to interface with team members and all levels of an organization to promote positive customer outcomes.
  • Ability to work independently without guidance and possess problem-solving skills.
  • Ability to present alternatives and recommendations.
  • Knowledge of PacifiCorp Customer Service technology ecosystem is a plus.

Preferences

 

  • Experience in public utility business.
  • Experience with SAP Web Intelligence, Power BI and/or Celonis reporting systems

Additional Information

 

Req ID: 108872 
Company Code: PacifiCorp
Primary Location: Portland, Oregon 
Department: Rocky Mountain Power 
Schedule: Full-time
Personnel Subarea: Exempt 
Hiring Range: $66,200 - $78,000 


Employees must be able to perform the essential functions of the position with or without an accommodation.


At PacifiCorp, we celebrate diversity, equity and inclusion. PacifiCorp is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, medical condition, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.


All offers of employment are contingent upon the successful completion of a background check and drug screening.
 


Nearest Major Market: Portland Oregon

Career Segment: Equity, Computer Science, ERP, SAP, Finance, Technology