Customer Operations Analyst

Public Service Enterprise Group - Hicksville, NY

Full-time - Entry Level

Remote - Hicksville, NY

10,001+ employees

Utilities

About the position

As a Customer Operations Analyst at PSEG Long Island, you will play a crucial role in the setup, activation, and administration of interval meters within the Advanced Metering Infrastructure (AMI) and Meter Data Management Systems (MDMS). Your responsibilities will include managing data communications and retrieval, processing, analyzing, and reporting metering information to support customer engagement, billing, load research, and other operational processes. You will also support field personnel, maintain system integrity and equipment reliability, and manage databases while ensuring adherence to internal operation guidelines and procedures. In this position, you will develop and implement advanced meter data applications, programs, and web tools aimed at increasing the utilization of meter data, thereby improving system reliability, customer service, and revenue integrity. You will prepare and execute maintenance schedules and testing procedures to ensure the proper operation of the meter acquisition and management systems, as well as the automatic billing process. Additionally, you will administer records and field reports associated with the operation of these systems and provide billing determinate to the Meter Data Management (MDM) and Customer Accounting System (CAS) billing systems. Your role will also involve investigating communication and metering malfunctions, conducting special investigations, data mining, and studies concerning performance, safety, revenue integrity, and system reliability. You will develop and manage ongoing relationships with key internal and external stakeholders to enhance operations and act as a consultant to other departments on matters related to revenue metering and associated communications. Furthermore, you will be responsible for managing Exception Management related to meter communications and billing, as well as monitoring data file extracts from the Command Center and maintaining the status of network devices and meters.

Responsibilities

• Responsible for setup, activation, and administration of interval meters in Advanced Metering Infrastructure (AMI) and Meter Data Management Systems (MDMS).
• Manage data communications and retrieval, processing, analysis, and reporting of metering information to support customer engagement, billing, load research, and other operating processes.
• Support field personnel, maintain system integrity and equipment reliability, manage databases, edit data, and maintain internal operation guidelines and procedures for the section.
• Develop and implement advanced meter data applications, programs, and web tools to increase the utilization of meter data, improving system reliability, customer service, and revenue integrity.
• Prepare and execute maintenance schedules and testing procedures to ensure proper operation of the meter acquisition and management systems and the automatic billing process.
• Administer records and field reports associated with the operation of meter acquisition and management systems.
• Provide billing determinate to the Meter Data Management (MDM) and Customer Accounting System (CAS) billing systems.
• Investigate communication and metering malfunctions with support from Measurement Services technicians, usually via phone calls from the field.
• Conduct special investigations, data mining, and studies concerning performance, safety, revenue integrity, and system reliability.
• Develop and manage ongoing relationships with key internal and external stakeholders to improve operations.
• Act as a consultant to other departments on matters of revenue metering and associated communications.
• Manage Exception Management - meter communications, billing, web portal.
• Responsible for meter testing related to various meter type, program and FW/DCW.
• Responsible for monitoring data file extracts from Command Center.
• Responsible for maintaining FW/DCW of Network devices as well as Residential and Commercial meters.
• Responsible for monitoring Command Center Dashboard and maintaining Status groups.

Requirements

• Bachelor's degree and a minimum of 2 years of analyst experience or an AAS degree and a minimum of 4 years of analyst experience. In lieu of a degree, a minimum of 6 years of analyst experience.
• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Projects).
• Excellent analytical skills, critical thinking, and the ability to work independently and effectively with internal customers, management, staff, and vendors.
• Strong written and verbal communication skills.
• Experience with data mining and project management.
• Experience with the Landis+Gyr Command Center system.
• Self-driven and innovative with strong documentation and process improvement skills.
• Experience with Tableau for data visualization and analysis.

Nice-to-haves

• Knowledge of Electric Meter Billing Data.
• Strong knowledge of electric utility or similar industry practices.
• Proficiency in SQL, SAS, and FTP tools.
• Familiarity with billing systems.
• Knowledge with Visio software.

Benefits

• Comprehensive health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• Retirement program with 401(k) and company match.
• Company paid life insurance.
• Tuition reimbursement.
• Minimum of 18 days of paid time off per year.