Senior Business Systems Analyst - Portland, Oregon - #111927

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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 systems and customer experience requirements through research, gathering and interpretation of data, development of alternatives and recommendations.  Presents technical analysis and recommendations to management and may recommend alternatives.  Customer Service, Information Technology, Regulations, Dispatch, Field, and other departments for needs assessment, solutions, and related testing. Assessment of work activities performed outside of core systems including capturing, tracking items to assist in business prioritization, work efficiency assessment, process modification proposals, viability study and recommendations for bot-automations, customer experience study, functional feasibility studies, cost/benefit analysis, trending/forecasting, and reporting. The ideal candidate will have strong analytical skills and excellent attention to detail.
 

Responsibilities

 

• Promote a customer first culture and commit to delivering outstanding results for customers.
• Lead the ongoing review of designated work activity to improve the employee and customer experience, leveraging best practices:
• Capture and track designated work activities provided by various departments where process inefficiencies and/or dissatisfactory customer experiences exist. 
• Assess assigned work activities for process modifications that improve the customer experience and/or remove inefficiencies. 
• Assess assigned work activities to determine system modifications that improve the customer experience and/or remove inefficiencies.
• Assess assigned work activities to determine if portions or a process in whole is viable and a suitable fit to be resolved through robotic process automation (bots).
• Create, maintain assessment and activity workbooks in excel or designated data sources as needed.
• Formulate and define systems scope and objectives through research and analysis using understanding of applicable business systems and industry requirements.
• Translate complex business need into IT technical requirements through documentation and process flows.
• Lead activities partnering with Information technology and business team in the development and modification of technology systems to meet business needs.
• Provide systems administration and process execution of management and maintenance systems.
• Provide expert analysis for development and maintenance of customer facing systems and solutions.
• Determine tools to automate processes involving input and extraction of data and both regular and ad hoc reports. 
• Analyze output data and reports and provide interpretation and concise communication of results.
• Create, maintain queries for Customer Experience related needs.
• Create and partner with other leads to establish Microsoft Power BI reports, dashboards.
• Create, maintain Microsoft Teams channels, SharePoint locations, document storage and chat threads following company best practice.  

 

Requirements

 

• Bachelor’s Degree in Business, Computer Science, IT or a related field; or the equivalent combination of education and experience. 
•  A minimum of five years of experience in data gathering, analysis, interpretation, trending, forecasting and modeling skills or equivalent experience.
• Knowledge of applicable federal, state, and local governmental laws and regulations. 
• Advanced communication and interpersonal skills to interface with team members and customers to promote positive customer outcomes.
•  Ability to deliver to project timelines, budgets and specifications.
• Proficient with the use of personal computers including Microsoft Teams, Excel, Word, Power Point and Visio and presentation applications to gather, analyze, and model information.
• Ability to work in a highly dynamic and fast paced environment.
• Ability to support 24/7 environment. 
• 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 public utility business.
• Experience with SAP Web Intelligence, Power BI. Celonis reporting systems, Visio

 

Additional Information

 

Req Id: 111927
Company Code: PacifiCorp 
Primary Location:  Portland, Oregon or Salt Lake City, Utah
Department: Rocky Mountain Power