Business Analyst, Expert

Requisition ID # 160873 

Job Category: Business Operations / Strategy 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Sacramento

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 Customer Channels and Services. 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.

The Workforce Management Reporting Team supports multiple lines of business for all reporting needs. We heavily rely on automation process through Microsoft SQL Server for data collection with multiple applications for outputs, including Tableau, Excel, Microsoft SQL SSRS, Microsoft Power BI and Ontrack. Reporting has a critical role within the Customer Contact Emergency Coordination Center (CCECC), supporting all PSPS, Storm and Outage events 24/7.

Position Summary

Conducts research, data analysis, budgeting, forecasting and reporting in support of business decision making, strategy and operations. Participates in business process improvement, quality control and other initiatives. Develops, manages and coordinates performance and quality assessment, business process re-engineering, change management, communication and training.

Responsible for managing Customer Channels and Service metrics utilizing the Lean playbook. Developing executive level visual management, which includes pareto charts and analysis to support opperational objectives. 

This position is hybrid, working from your remote office and your assigned work location, at least once per week, or more, based on business need. The assigned work location will be within the PG&E Service Territory. 

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.

This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

A reasonable salary range is:

Bay Area Minimum: $114,000.00
Bay Area Maximum: $182,000.00

OR

California Minimum: $108,000.00
California Maximum: $173,000.00
 

Job Responsibilities

• Develops innovative data solutions to address complex business issues. Presents findings and proposed recommendations to Senior and Executive Leaders. 
• Expert level knowledge in Microsoft applications for developing Power BI dashboards, writing complex Microsoft SQL queries, SharePoint Development, SSIS.
• Applies advanced analytical knowledge to wide-ranging issues.
• Develop business cases in support of strategy or change initiatives.
• Provide direction and coaching to peers.
• Performs analysis on highly complex data models that have cross- functional impact.
• Works with and leverages relationships with Senior and Executive Leaders.

Qualifications

Minimum:

• Bachelors Degree in Business Administration or job-related discipline or equivalent experience
• Job-related experience, 6 years

Desired:

• Executive Leadership presentation delivery:  Skilled in Power Point presentation development
• Novice level understanding of Web Development and API
• PostgreSQL experience
• Contact Center operational knowledge with emphasis in Cisco ACD Platform

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