Share this Job

Business Analyst, Senior- Billing Operations

Concord, CA, US, 94520

Requisition ID # 23310 

 

Job Category : Business Operations / Strategy 

Job Level : Individual Contributor

Business Unit: Customer Care and CRE

Job Location : Concord

 

 

Company

 

Based in San Francisco, Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric utilities in the United States. And we deliver some of the nation's cleanest energy to our customers in Northern and Central California. For PG&E, Together, Building a Better California is not just a slogan. It's the very core of our mission and the scale by which we measure our success. We know that the nearly 16 million people who do business with our company count on our more than 24,000 employees for far more than the delivery of utility services. They, along with every citizen of the state we call home, also expect PG&E to help improve their quality of life, the economic vitality of their communities, and the prospect for a better future fueled by clean, safe, reliable and affordable energy.

 

Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

 

Department Overview

In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.

 

PG&E’s Billing Operations Department provides comprehensive and complex customer billing for approximately 5.3 electric and 4.3 million gas residential, commercial, and industrial customers throughout the PG&E service territory. Billing Operations has a direct influence in delivering a positive customer experience by processing timely and accurate bills, managing net energy billing, leveraging electric and gas interval meter data, effectively processing meter exceptions, and supporting demand response while conducting load research. Billing Operations Department provides a distinctive environment for those who are looking to actively participate in a fast-paced, forward thinking, high performing organization in partnership with many organizations both inside and outside of PG&E. Due to the adoption of Community Choice Aggregation, Net Energy Metering, and default TOU implementation throughout our service territory, Billing Operations will be facing many opportunities to think differently, strategically and proactively. This will place Billing Operations in a unique situation to leverage customer data, create new business models for PG&E and empower customers to manage their energy usage.

 

Work location can be Concord or San Francisco. Travel to San Francisco and Stockton may be required for meetings.

 

Position Summary

Billing Systems and Analytics team is seeking a Sr. Business Analyst to design and implement solutions for Salesforce to support and optimize Billing Workforce management implementation. This is a multi-faceted role where you will work multi-functionally with our Billing, CCO, IT, and other Customer Ops teams.

 

Job Responsibilities

  • Serve as primary system administrator for the Salesforce.com environment with 275+ users
  • Manage the coordination of seasonal releases across IT and business partners, assisting with prioritization of requests, scheduling, escalations, distributing meeting minutes, etc.
  • Perform administrator functions such as user management, profiles, roles, permissions, rules, assignment rules, queues, installing apps, licenses, capacity and storage management
  • Manage dashboards, reports, forms, templates, page layouts, workflows and approvals
  • Analyze business operations and processes to proactively identify potential improvements
  • Work independently with members of the user community to define and document configuration and development requirements.
  • Work on multiple projects and ensure proper usage as part of the design efforts in building a solution to be put into production.
  • Troubleshoot system related problems; coordinate with IT teams for user support, data integration and problem resolution.
  • Monitor applications and take corrective action to prevent or minimize system interruptions and down time.
  • Create documentation to support other system admins for end user support.
  • Become escalation point for user support inquiries and problems.
  • Keep current with technology changes and attend appropriate assigned training.
  • Assist in training of new users and grow the Salesforce.com skill set across the organization. Mentor less experiences team members.
  • Perform other relevant duties as assigned.

 

Qualifications

Minimum:

  • Bachelor’s Degree in Business Administration, Management Information systems, Computer Science or job-related discipline or equivalent related work experience
  • 4 years relevant experience
  • Excellent communication skills and proven success in a dynamic and collaborative environment

 

Desired:

  • Master’s degree in Computer Science, Management Information Systems, or associated field
  • Certified Salesforce Administrator (ADM 201 certification)
  • Thorough understanding of custom objects, fields, validation rule, workflow rules, process flows, and visual workflow
  • Ability to design and implement an excellent Salesforce solution to solve an observed problem
  • Experience designing and building dashboards in Tableau
  • Experience with Agile development methodology/Scrum is preferred.
  • Experience with SQL or another applicable query language
  • Experience with large scale Customer Information Systems (greater than 1 million customers) and Meter Data Management Systems
  • Experience with automated metering technology and knowledge of associated impacts to billing operations

 

Our Mission

To safely and reliably deliver affordable and clean energy to our customers and communities every single day, while building the energy network of tomorrow.

Our Vision

With a sustainable energy future as our North Star, we will meet the challenge of climage change while providing affordable energy for all customers.

Our Culture

We put safety first.
We are accountable. We act with integrity, transparency and humility.
We are here to serve our customers.
We embrace change, innovation and continuous improvement.
We value diversity and inclusion. We speak up, listen up and follow up.
We succeed through collaboration and partnership. We are one team.

Company
Pacific Gas and Electric Company (PG&E), a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric companies in the United States. Based in San Francisco, our 24,000 employees deliver safe, reliable, affordable and clean energy to nearly 16 million people throughout our Northern and Central California service area, stretching from Eureka to Bakersfield and from the Pacific Ocean to the Sierra Nevada.

More About Our Company

EEO
Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland