Business Analyst - Customer Care Support

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp. [FEU]

The selected candidate may be offered a position within the same job family, at a level that is lower than what was posted. This will be determined based upon the results of the interview process which considers the candidate's skills, work history, experience level and other relevant qualifications.

This position reports to the Supervisor, Revenue Operation Strategy and Reporting.

This position will be responsible for supporting the Customer Care Planning Department within the Customer Experience organization. The Revenue Operations Strategy and Reporting group owns all regulatory and operational reporting for Revenue Operations and develops credit and collection strategies and solutions to reduce customer arrears and write-offs.

This position will be classified as Mobile with primary work location as home, but may work at or visit a facility, based on business need.

Responsibilities include:

• Demonstrating a commitment to FirstEnergy Core Values and Behaviors
• Developing operational, management, regulatory and other ad-hoc reports using a variety of tools including SAP, Excel QlikView, Power BI, TOAD, etc.
• Coordinating and facilitating data reviews with all stakeholders to ensure alignment and accuracy
• Managing third-party Credit Collection Agencies, including data interfaces and performance reporting
• Partnering with Supply Chain to coordinate vendor contracts for Revenue Operations
• Maintaining and developing Revenue Operations procedures and process flow diagrams
• Leading or supporting projects to minimize and reduce customer arrears and write-offs
• Working closely with IT and other departments to implement system and reporting solutions
• Responding to external requests including rate cases, audits, data requests, complaints, benchmarking, and peer utility inquiries
• Supporting management by completing ad hoc requests

Qualifications at the Business Analyst level includes:

• Two- or four-year degree in Management Information Systems, Computer Science, Finance, Economics or related discipline and a minimum of 4 years relevant work experience required.
  • In lieu of a degree, 7 years of related work experience will be required.
    • Relevant experience will include reporting and analysis.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint and SharePoint).
• Strong reporting and analytical skills including QlikView and Excel
• Attention to detail coupled with effective analytical and problem-solving aptitude.
• Ability to conduct research, analyze data, interpret results and make recommendations.
• Self-motivated, with the ability to work as part of a team or independently with minimal supervision.
• Strong written and oral communication skills
• Good interpersonal skills demonstrating the ability to work with all employees, customer and vendor partners

Benefits, Compensation & Workforce Diversity
At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.
Safety
Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.
Position Classification
Exempt

FirstEnergy Human Resources Team