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Cust Care Database Administrator, Expert

Rocklin, CA, US, 95765

Requisition ID # 37623 

Job Category : Information Technology 

Job Level : Individual Contributor

Business Unit: Customer Care

Job Location : Rocklin

Department Overview

The Customer Service (CS) Business Operations department’s mission is to enable and support a positive “One PG&E” presence, supporting and working with business partners across multiple departments, including: Business Energy Solutions, Local Customer Experience, Customer Energy Solutions, and Solutions Marketing.

 

The CS Business Operations team provides our business partners with guidance, insights, and expertise to support informed strategic business decisions. We assist our partners to meet internal and external compliance requirements, and meet or exceed targets such as customer outreach plans. The team is responsible for influencing the creation or modification of business processes and customer communication to enhance the customer experience, as it relates to emerging company initiatives.  Our business partners understand the value provided by the CS Business Operations team and use it to improve their own effectiveness in delivering safe, affordable and reliable energy while providing excellent service to PG&E’s customers. In addition, the team provides tools and resources that ensure that our employees can provide a positive customer experience and that the "voice of the customer" is represented.

 

 

Position Summary

The Expert Customer Care Database Administrator is responsible for developing reporting solutions to complex process issues throughout the customer service organization. They will lead major initiatives and will collaborate with multiple departments to identify root causes and proposed solutions. As an expert, their role will also to be responsible for mentoring and training other members of the team.

 

Job Responsibilities

 

  • Manages, monitors, and modifies existing reporting, cloud-based systems, and architecture, communicating system health to various levels of leadership.
  • Identifies cross workstream process improvements and implements large scale solutions, including new Salesforce technologies and AppExchange solutions.
  • Communicates issues identified to Manager in a timely manner and manages escalations.
  • Researches database issues, causes and Salesforce debugging using Debug logs, and understanding Apex codes.
  • Creates code to solve complex process issues
  • Manages mid-sized to large projects or initiatives.
  • Interprets business requirements for managers and stakeholders and recommends holistic solutions within Salesforce and across integrated systems such as CDW, CC&B.
  • Reviews advanced Salesforce security such as permission sets, custom permissions, sharing rules and audit trails.
  • Solves complex problems and takes a new perspective on existing solutions.
  • Leverages knowledge to train other members of team, coaching and mentoring.

 

 

Qualifications

Minimum:

  • Bachelors Degree in Computer Science or job-related discipline or equivalent experience
  • Six years of recent relevant database management

 

Desired:

  • Experience in database management, job-related, 8 years
  • Experience in project management, database-related
  • Salesforce Certified Platform Developer Certification
  • Organized, detail-oriented, self-directed, professional and flexible Must be a team-player with collaborative style and excellent communication skill
  • Demonstrate strong and effective organizational and time management skills
  • Demonstrate strong and effective communication skills both verbally and in writing
  • Competency in applying knowledge of business and the marketplace to advance organization goals
  • Competency in developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
  • Competency in making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
  • Competency in planning and prioritizing work to meet commitments aligned with organizational goals

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.

Employee Privacy Notice                                                                                                                                                                                                                                      The California Consumer Privacy Act (CCPA) goes into effect on January 1, 2020. CCPA grants new and far-reaching privacy rights to all California residents. The law also entitles  job applicants, employees and non-employee workers to be notified of what personal information PG&E collects and for what purpose. The Employee Privacy Notice can be accessed through the following link: Employee Privacy Notice

PG&E will consider qualified applicants with arrest and conviction records for employment in a manner consistent with all state and local laws.


Nearest Major Market: Sacramento