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Customer Care Information Systems Analyst, Senior

Date: Dec 6, 2018

Location: Sacramento, CA, US, 95833

Company: Pacific Gas And Electric Company

Requisition ID # 16722 


Job Category : Information Technology 

Job Level : Individual Contributor

Business Unit: Customer Care and CRE

Job Location : Sacramento




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.


Position Summary

The Information Systems Analyst, Senior is responsible for the core end to end business operations in data extraction and analysis, supporting internal and external data requests, administration and maintenance of systems and applications, help desk, forecasting and reporting, decision making, project and relationship management, business strategy, and operations to support the Contact Centers.


The Workforce Management (WFM) Routing Team is a 24/7 operation that designs, develops, maintains and monitors real-time customer call traffic c for the Contact Centers and 15 other Lines of Business within PG&E (TSC, ENOC, HR, SMOC, etc.) to ensure our internal and external customer calls are optimally answered by    the right person or group all while managing system performance, outages, emergencies, and outbound notification campaigns. The WFM Routing Team is also responsible for maintaining and monitoring Cisco   Unified Contact Center Enterprise (UCCE) Contact Center technology performance, development of new technology to integrate with the Cisco platform, including CC&B, Field Automatic System, Outage Information System, Contact Center (CC) Outage Tool, network connectivity, Online TechDown tool, and other Contact Center facing applications to provide customer service. WFM Routing acts as the central point of contact for Contact Centers to report any technology or routing anomalies, plays a role in Enterprise ACD support such as Gas and Electric Dispatch, Credit Department TSC, ENOC, HR, etc. call routing and Cisco Finesse application development. WFM Routing and IT work hand in hand to ensure the Cisco UCCE platform is maintained and operational; from ACME, CUBE, CUSP, VXML Gateway, CVP, Peripheral Gateway, Router, Logger, Nuance  IVR and UCCE Script Editor. Both Business and IT work together to coordinate and execute clearance activity across the enterprise ensuring system impacts to operations are minimized while interacting with internal IT groups as well as Cisco CMS and/or Cisco TAC.


During escalated Company Level Emergencies, the WFM Routing Team activates as the CCECC (Contact  Center Emergency Coordination Center) and works directly with EOC  (Emergency  Operations  Center)  to provide special operational functionality, routing, customer outreach  and  messaging  coordination  for  the Contact Centers or other Enterprise ACDs. CCECC activation would  include  such  emergencies  as  major storms impacting large areas within the service territory, natural disaster response, significant cyber disruptions, involuntary electric curtailment or major electric or gas transmission outages.




  • Bachelors Degree in Computer Science or job-related discipline or equivalent experience
  • Job-related experience, 6 years



  • Experience or exposure to Nuance IVR applications, or equivalent IVR applications
  • Experience or exposure to usability
  • Masters Degree in Business Administration or job-related discipline or equivalent experience
  • Advanced knowledge of SQL
  • Developed Tableau- based reporting dashboards
  • Ability to manipulate data within hardware, software, or databases as needed to perform at the job level
  • Project management experience and/or process improvement experience
  • Strong problem solving and quantitative skills (Advanced levels of Excel and Access)
  • Organized and detail-oriented individual who can dive into details for a deep understanding around issues



  • Ability to walk through VUI (XML code) for Nuance IVR application
  • Ability to understand code and apply usability for customer experience
  • Within usability, determine test cases for "happy path" and boundary test case scenarios
  • Assist in building test cases or procedures with users and support acceptance testing for software or data changes
  • Clearly understand requirements given by decision makers
  • Develop and track business metrics and key performance indicators; maintain recurring (standard) and ad hoc (custom) reports to internal and external clients
  • Develop methodology for providing consistent responses to internal and external data requests; provide data to support responses for responses to internal and external data requests
  • Develop or work with budgets and forecasts
  • Develop, modify, analyze, and understand system queries to collect data or import data as needed to complete reports or support business processes
  • Give clear feedback so clients and decision makers understand data and how to use it and what is usable.
  • Lead and advise team in configuring and developing reports; incorporate best practices and appropriate tools
  • Lead projects, determining scope, budget, timeframes, forming teams, assigning tasks, managing resources and issues; Facilitate design sessions with users; document requirements and design specifications
  • Maintain system and application administration functions; provide system and application upgrades and testing; lead and manage system upgrades between the business, vendors and customers
  • Perform data analysis and support data modeling designs changes; compile and analyze data; develop and/or maintain data models for what-if analysis and for other business purposes
  • Perform quality assurance on document extraction, purpose, process, clients, programmers and changes, etc.
  • Provide internal and external customer support on system related issues and functions
  • Research best practices on data extraction and presentation; develop internal and external benchmarks in support of business decisions


Hiring Leader: Matt Vaccarezza


Nearest Major Market: Sacramento