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Applications Business Analyst (Customer Experience)

This job posting is no longer active.

Location: WASHINGTON, DC, United States
Organization: PHI Service Company
Job ID: 225753
Date Posted: May 28, 2020

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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

The Application Business Analyst will be a member of the Customer Experience team, which is responsible for developing and executing the digital strategy for PHI Customer Operations, and for managing the company’s digital customer service channels and systems.  The Application Business Analyst be responsible for supporting our IVR (Interactive Voice Response). Responsibilities include ongoing performance monitoring, system tuning, identifying, prioritization of issues and opportunities for improvement.  


Uses business knowledge and technical expertise to support development of information system plans to support business strategies. Partners with IT functional and technical teams and operational personnel to align technology choices. Expected to work under minimal supervision.

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


PRIMARY DUTIES AND ACCOUNTABILITIES

1. Identify appropriate IT solutions and strategies that support business unit strategies and goals.  Maintain relationship with business and IT partners to build influence and secure buy-in for governance functions. Plans, coordinates and documents business requirements to drive solutions.

2. Maintain and enhance engagement with business, IT partners and other stakeholders.  Provide key liaison partnership role between business and IT

3. Assist IT Architecture and Engineering community to appropriately plan the introduction of new technologies by utilizing Exelons standard governance process as outlined in the Management Model.

4. Develop and perform end-to-end test plans and test scenarios tied to Business and Functional Requirements. Support User Acceptance Testing. Plan and conduct End User Training as appropriate.

5. Monitor and support system operation processes and issues.

6. Provide performance input, career development feedback and recognition as required.

7. Maintain technical knowledge and business acumen within own discipline or function to include all digital channels; ie,. Web, mobile app, etc


8. Maintain strong business knowledge to include; customer, credit. outage, etc 

9. Provide operational support as needed. 

POSITION SPECIFICATIONS
Minimum:

 Bachelors degree in Computer Science or related discipline and typically 3 to 5 years experience in business process, or sufficient professional experience to assure competence as a fully trained business analyst professional.

Broad understanding of utility business processes

Previous experience in developing requirements, business processes, opportunity assessments and/or technical alternatives.

Demonstrated leadership ability.

Excellent communication skills (written and verbal).

Experience with Process and data modeling techniques.

Qualifications

Direct Reports = 0

Indirect; MAST = 0

Indirect Craft = 0

Financial Scope:

Contacts:
This position requires interfacing with various levels of personnel in Regional Operations, Distribution Operations, Transmission Operations, Customer Operations, Corporate Security, Communications, Regulatory, Legal and Claims, as well as operational interfaces with governmental agencies, industry associations, municipalities, and other utilities.

Leads internal and cross company teams responsible for process standardization and reporting. Supports participation in internal/external benchmarking and long term operational planning

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.

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