Business Analyst - Customer Service Analytics

FirstEnergy - About the Opportunity

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

This position is a part of the Customer Technology & Channel Development team and will be on-site located at the West Akron Campus in Akron, OH; the Care Center in Fairmont, WV: or Met-Ed Headquarters in Reading, PA.

This position supports team objectives of increasing customer self-service adoption across web, phone, and other existing customer channels. In addition, this team drives the expansion of existing and implementation of emerging customer touch points through technology related projects.

Responsibilities include:

• Supporting implementation of channel technologies such as AI, automation, web, and voice
• Leading and supporting projects related to enhancing existing technology that supports the Customer Experience
• Ability to define detailed business and functional requirements for process and technical changes
• Interacting with vendors to drive timely completion of new projects and defect resolution
• Maintaining web content using ADO to improve customer experience and support regulatory requirements related to customer notifications on changes to their services or rates
• Ensuring the coordination and communications between Customer Experience and Corporate Communications as needed for web content updates
• Interacting with IT in support of all required system upgrades, planned and unplanned website outages
• Assisting with the capital planning process by providing estimated business labor hours
• Continuously seeking ways to improve the customer's experience and communication needs through enhanced technology
• Leveraging Voice of the Customer and statistical data to support future initiatives
• Monitoring internal and customer-facing applications/technology to ensure operational efficiencies
• Providing and presenting documentation or demos to FirstEnergy stakeholders when requested

Qualifications at the Assistant Business Analyst level include:

• Two or four year degree in a related discipline preferred, with minimum 0-2 years relevant work experience required. In lieu of degree, minimum 2 years relevant work experience will be required.
• Relevant work experience will include general understanding of subject matter or analytical roles
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Sharepoint)
• Basic technical knowledge including systems, applications and databases
• Basic reporting and analytical skills including using Microsoft Excel, PowerBI, QlikView
• Attention to detail coupled with effective analytical and problem-solving aptitude
• Ability to conduct research, analyze data, interpret results, and make recommendations
• Self-motivator with ability to work as part of a team or independently with little supervision or direction
• Ability to manage multiple projects simultaneously focusing on meeting deadlines
• Proven team player who contributes to team goals and supports other team members
• Ability to identify issues or problems and determine root causes and solutions
• Demonstrates a questioning attitude with willingness for continual growth, willingness to undertake assignments involving unfamiliar subjects, and ability to adapt and change quickly
• Delivers quality, accurate work within established deadlines
• Ability to work with ambiguity and in climates of significant and rapid change
• Excellent written and oral communication skills
• Strong interpersonal skills to work with all employees, customers and vendor partners

Qualifications at the Associate Business Analyst level include all of the above plus:

• Two- or four-year degree in a related discipline is preferred, with a minimum 2 years relevant work experience required. In lieu of degree, 4 years relevant experience required.
• Relevant work experience will include general understanding of subject matter or analytical roles
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Sharepoint)

Qualifications at the Business Analyst level include all of the above plus:

• Two- or four-year degree in a related discipline is preferred, with a minimum 4 years relevant work experience required. In lieu of degree, 7 years relevant experience required.
• Relevant work experience will include general understanding of subject matter or analytical roles

Preferred Qualifications for all levels:

• System and technology knowledge including:
• Core Contact Center & Channel Platforms - NICE CXone
• SAP and/or CRM Technology
• IVR / Voice Channel Architecture
• AI & Automation Platforms
• Digital & Customer Communications Channels
• Payments & Customer Transaction Systems
• Reporting & Data Analytics