Customer Service Technology Analyst

This position is responsible for providing business support, strategic vision, as well as technical support for enhancements, development and selection of systems and interfaces for customer service functions. Responsibilities include, but are not limited to, coordinating activities in the following functional areas: Speech Analytics, Avaya IVR/VRU Automated Phone System, Online Customer Care, Property Manager Portal, Energy Assistance Portal, Internal and External Self-Service Knowledgebases, Internal websites/team sites, employee performance dashboards, Power BI, DataMart, Robotic Process Automation bot (RPAs), Knowledgebase, Mobile App, Digital Assistant, Chatbot, and Avaya Workforce Optimization. This position works as a liaison between customer service and technology teams at MPC and the Southern Company Technology Organization with responsibilities that include serving as product manager (PM) and/or subject matter expert (SME) as needed for Customer Engagement system initiatives. Additional roles and expectations include fulfilling on-call rotations in support of 24/7 operational needs and availability for storm response.

JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills) 

Education:

• Bachelor’s degree in business, computer science, data science, mathematics, statistics, finance or a related field highly preferred
• Current SAFe Product Owner/Product Manager (POPM) 6.0 certification preferred. Candidates without this certification must demonstrate the capability and commitment to obtain it within a specified timeframe upon hire.

Experience:

• 3 or more years of experience in an operational, data analytics, technology, or customer service support role required
• Experience working with customer relationship management (CRM) applications required
• Project management experience desired

Skills and Knowledge

• Proficiency in Microsoft Power BI, including experience in creating data models, dashboards, and reports to support business decision-making highly preferred. 
• Ability to analyze data and present insights accurately and effectively to stakeholders is required 
• Strong technical skills and proficiency working with Excel, Word, Access, Monarch, DataMart, Avaya, IDMS, Verint, SharePoint, and/or Oracle applications is a plus
• Excellent written and verbal communication skills with the ability to collaborate across complex matrix organizations with leaders at all levels 
• Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently and effectively present data to appropriate stakeholders
• Ability to work effectively with leaders, peers, and vendors 
• Strong project management skills, with experience managing projects from beginning to end with minimal assistance
• Management of the Avaya workforce optimization software 
• Excellent analytical, organizational, and problem-solving skills 
• Ability to make sound decisions with minimum or no supervision 
• Initiative and personal accountability 
• Ability to manage multiple assignments, work efficiently under pressure, and meet deadlines 
• Ability to work effectively in a team environment and assume a leadership role on project assignments

Behavioral Attributes: 

• Demonstrate behaviors consistent with Our Values—Safety First, Intentional Inclusion, Act with Integrity, Superior Performance 
• Demonstrate personal initiative and accountability in all aspects of performance
• Consistently sets and maintains high performance standards 
• Builds teamwork and trust 
• Consistently contributes to team and organizational success

MAJOR JOB RESPONSIBILITIES:   

• Represent Mississippi Power in system projects to assess needs, identify requirements, and support technology initiatives for system solutions 
• Provide daily technology support to customer service employees and MPC customer needs, including technical support for desktop applications
• Perform analysis on system enhancements and requests; write formal change requests for changes 
• Provide strategic leadership to coordinate training, communications, integration, enhancement prioritization and roadmap efforts 
• Prepare bu