Customer Reliability Analyst

Job Posting End Date

03-05-2026

Please note the job posting will close on the day before the posting end date.

Job Summary

The Center for Customer Reliability (CCR) Analyst (Functional System Analyst) plays a critical role in monitoring and improving customer-level reliability across the electric distribution system. This position is responsible for identifying reliability risks, analyzing circuit performance, and triggering investigative and mitigation actions—such as drone inspections and circuit de-risking efforts. The analyst will work with diverse datasets and tools to deliver actionable insights that enhance grid performance and customer experience.

Job Description

Functional System Analyst Assoc. - Functional System Analyst Sr.:

What You'll Do:

• Customer-Level Monitoring & Reporting

  • Continuously monitor customer-level reliability metrics and performance indicators.

  • Develop and maintain dashboards and reports to communicate reliability trends and emerging risks.

• Reliability Risk Identification

  • Analyze data to detect patterns and anomalies that may indicate reliability risks from diverse datasets that we have out there.

  • Collaborate with internal teams to prioritize circuits for investigation and remediation.

  • Trigger and coordinate drone team deployments for field investigations.

  • Recommend and track mitigation strategies to improve circuit reliability.

• Data Integration & Analysis

  • Creating queries to work with large-scale and complex datasets including AMI (Advanced Metering Infrastructure), SCADA, OMS (Outage Management System), and others.

  • Utilize power query to clean, merge, and analyze data to support reliability insights and decision-making. Utilize Power BI to analyze results.

What We're Looking For:

Functional System Analyst Associate:

Education and Experience requirements are listed below:

• 4 years of experience in IT systems support with High School Diploma or GED

• 2 years of experience in IT systems support with Associates Degree in business or IT

• 0 years of experience in IT systems support with Bachelor's Degree in business or IT

OTHER REQUIREMENTS:

• The level of expertise and competence required to carry out these responsibilities varies with the position level in this job family.

• The competence and skill level increase with the position level.

• These skills and qualifications at each level are given on the attached matrix which is an integral part of this position description.

Functional System Analyst:

Education and Experience requirements are listed below:

• 6 years of experience in IT systems support with High School Diploma or GED.

• 4 years of experience in IT systems support with Associate Degree in business or IT

• 2 years of experience in IT systems support with Bachelor's Degree in business or IT

OTHER REQUIREMENTS:

• Demonstrates good listening skills and a sincere understanding of client business needs.

• Ask questions to clarify understanding.

• Relates on a personal level; positive friendly and engaging.

• Outgoing and comfortable in diverse groups.

• Uses Communications Technology (voicemail, e-mail, Internet) effectively balancing with appropriate face to face communications.

• Able to read reactions of an audience and adjust delivery style to fit the audience.

• Able to develop and present business documents and reports clearly, concisely and effectively.

• Demonstrate strong training and presentation skills.

Functional System Analyst Sr.:

Education and Experience requirements are listed below:

• 8 years of experience in IT systems support with High School Diploma or GED.

• 6 years of experience in IT systems support with Associates Degree in business or IT

• 4 years of experience in IT systems support with Bachelor's Degree in business or IT

Preferred Technical Skills (ALL Levels):

• Programming & Data Analysis:
  Python, R, SQL

• Visualization & Reporting Tools:
  Power BI

• Cloud & Data Platforms:
  Databricks, Amazon SageMaker

• Other Tools:
  Familiarity with GIS, MACSS (Customer Information System), Stor