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Business System Specialist, Expert

San Francisco, CA, US, 94105

Requisition ID # 36621 

Job Category : Information Technology 

Job Level : Individual Contributor

Business Unit: Customer Care

Job Location : San Francisco

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. Within Customer Care, PG&E’s Customer Energy Solutions department (CES) is responsible for designing, implementing and administering customer demand side management programs, including energy efficiency, distributed generation, demand response, and rate programs that help PG&E customers in Northern and Central California manage the energy use of their homes and businesses. PG&E has been a national leader in energy efficiency since 1976 and continues to recruit and develop individuals to carry the CES Department’s legacy of effective energy efficiency programs on into the future.

Within Low Income and Disadvantaged Communities department, the Energy Savings Assistance (ESA) Program helps income-qualified residential customers throughout PG&E’s service territory reduce energy consumption and costs while increasing their health, comfort, and safety. Qualified customers receive no-cost home weatherization, energy efficient appliances, and energy education services. Through this state-mandated program, PG&E has helped customers save over $54 million on their energy bills since 1983.

Position Summary

The Expert Business System Specialist (Expert BSS) will be responsible for the software and technical needs of the Low Income and Disadvantaged Communities team.  This role will serve as the liaison to the CES Business Architects and Information Technology to represent the end users and business process owners in business system requirements, system integration requirements, implementations and support.  This role will build relationships with other Investor-Owned Utilities (IOUs) and industry partners, effectively interfacing with teams throughout the CES organization, including the Central Inspection Program (CIP) and Pricing Products to understand user needs and define business requirements. 

The Expert BSS will be responsible for understanding user needs as well as business procedures, processes and systems for the Low Income and Disadvantaged Communities department.  This role will own defining user system requirements, providing user support, coordinating user acceptance testing of new tools and consulting with the users on new technologies & features that may contribute to business process efficiencies.  This individual will perform feasibility analysis, collaborate on business cases and the IT Governance process, develop project scope, and provide recommendations on alternative solutions, project strategy and deliverable prioritization.  The Expert BSS will prepare and deliver business users’ system needs to Information Technology and represent user needs in the development of functional specification including but not limited to: Energy Insight, integration with third party End-Use Load Profile, and data sharing with other IOUs.



  • Provide expert consulting in business and user needs.
  • Analyze and document business requirements for complex projects.
  • Analyze end-to-end complex business processes and coordinate with IT to develop and implement solutions to information needs.
  • Understand in detail current and future business environment; effectively anticipate, identify, and fully meet the business needs.
  • Identify, propose and influence solutions to complex business problems.
  • Anticipate concerns and questions, and provide proactive, timely and professional communications or delegate as appropriate.
  • Act as a key contributor to teams that define, review and approve requirements for the business needs solution.
  • Participate in UATs and perform quality reviews of test results.
  • Assist with training, change management and communications associated with system implementations.
  • Contribute to business case development
  • Participate in project estimates and business case development with CES Business Architects.
  • Write user manuals, Requests for Change, procedures




  • BA/BS in Business, Engineering, Computer Science/Information Systems, etc. or equivalent work experience.
  • 7 years of job-related experience in Business, IT or Engineering fields.
  • Participation in projects of high complexity at an expert level or in a leadership role.



  • Advanced degree
  •  8+ years of job-related experience in Business Analysis, which may include or be in addition to 6+ years of experience in Information Technology.
  • Expert-level knowledge and working experience with multiple corresponding Line of Business-related functional areas, such as; Energy Efficiency or Energy Savings Assistance.
  • Experience with defining requirements for Energy Insight and/or Salesforce platforms.

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.

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

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: San Francisco
Nearest Secondary Market: Oakland