Business Analyst-BGE Customer Advocacy

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Location: BALTIMORE, MD, United States
Organization: Baltimore Gas & Electric Co
Job ID: 222693
Date Posted: Nov 14, 2019

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Job Description

Description


At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

PRIMARY PURPOSE OF POSITION

Perform general analysis and prepare reports to support business operations. Conduct trending analysis and other general operational analysis. Track, maintain, analyze and provide current information on the operations business scorecard or key performance indicators (KPIs). Develop and organize performance reports for both internal and external use. Provide analytical and operational support to the business unit. Implement standards and programs to improve processes and increase customer satisfaction.


Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

 


PRIMARY DUTIES AND ACCOUNTABILITIES


- Conduct daily root cause and trending analysis of customer escalations referred to Customer Advocacy Team by BGE Executives, External Affairs Representatives and Public Service Commission, and other agents.


- Track, maintain, analyze and provide current information on the operations business scorecard or key performance indicators (KPIs).


- Develop, organize and present monthly detailed performance reports for both internal and external use at multiple levels, up to and including Executives.  


- Design, implement, and monitor identified process/procedural improvements
 
- Interface with other business units to ensure timely completion of work and identified process/procedural improvements   

 

POSITION SPECIFICATIONS

Minimum:

- Bachelors degree in Business or Engineering AND 2-5 years related business experience, or in lieu of Bachelors degree, a minimum of 6-10 years relevant business experience is required.

-  General understanding of applicable standards, methods, processes and practices, business fundamentals, and performance metrics in the specific functional area supported by this position (e. g. , asset management, electric or gas operations, customer service, transmission and substation, distribution system operations, regulatory and external affairs, transmission operations and planning). 


- Proficiency in standard software applications; Microsoft Word, Excel (e.g., basic formulas and pivot tables), PowerPoint (e.g., chart and table creation).  
- Strong oral and written communications skills

- General knowledge of the practices, procedures and principles of performance analysis (trending, root cause and gap analysis). 


- Ability to analyze organizational data and problems, interpret and recommend alternative courses of action, and implement intervention strategies to attain performance targets. 




Preferred:

- Power BI experience

Qualifications

- This is an individual contributor position that woks under general supervision and frequently performs non-routine work.

- This position is expected to resolve most questions and problems through interaction with internal and/or external stakeholders, executives, directors, managers, and staff across the organization, and refers only the most complex issues to higher levels.

- On occasion, may mentor less experienced colleagues.

- May require working extended hours and/or shift work to support business operations.




Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

EEO is the Law Poster

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