Business Analyst

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp.[FEU]

There are two open business analyst positions. One reports to the Manager, Quality Assurance and one reports to the Supervisor, Quality Assurance and can be located at the Fairmont, Holmdel, Reading or West Akron Campus.

This Business Analyst position will be responsible for supporting the Quality Program for the Customer Service organization which includes the Contact Center, Customer Management, and Revenue Operations. The individual serving in this role will be primarily focused on data management, reporting, and analysis of Quality related systems and Power BI dashboards, which includes identifying trends and correlations across frontline teams. This individual will also serve as the main point of contact for production, modification, and distribution of various reporting functions to the Quality team and internal Business Partners.

Responsibilities include:

• Creating, monitoring, and maintaining Power BI dashboards
• Maintain, update, and create user experiences for various Quality Department systems such as: Quality Central, Nexidia, and NICE which may include (but is not limited to) informational changes, modifying existing reports, dashboards, and observation forms.
• Write or program system queries and formulations (TOAD, FieldNet, SAP/CRM, NIA and Quality Central, MDUS, EMMACL, Power Billing Log, MS Access Databases, Excel) for various reporting functions
• Perform data mining and root cause analyses
• Participate in, or lead calibration sessions
• Monitor quality observation performance
• Create and distribute monthly reporting to other Customer Service departments (Contact Center, Customer Management, and Revenue Operations)
• Complete quarterly RAAD reports
• Department liaison for CSA Technology Team and CSA Data Team
• Interpret reports from Data Analyst(s) within CSA

Qualifications include:

• Two to four-year degree in Business Administration, Computer Science, Math, Statistics, Economics, or similar discipline required with 4 years of relevant work experience. In lieu of degree, minimum 7 years of relevant work experience. Relevant work experience includes research, analytics, and basic computer programming skills
• Ability to collaborate with external vendors and internal departments (e.g., Front Office, Customer Management, Power Billing, Revenue Operations) to deliver meaningful insights from complex analysis and translate analytical outcomes in business terms
• Ability to apply use of data querying, data visualization and data discovery tools (e.g., Access, ACL, SAP BW, Toad, QlikView) to analyze and display data
• Ability to provide detailed reporting, analysis, and formulation of recommendations to identify training gaps and improvement opportunities
• Leads the implementation of innovative technology and programs designed to improve quality processes and efficiencies
• Develops reports and provides data analysis to include quality insights, success criteria, etc.
• Determines root causes associated with improvements or declines in customer service performance and the impact of those changes
• Ability to exercise independent judgment and act upon sound decisions
• Power BI experience strongly preferred
• Customer Care experience preferred (i.e., Contact Center, Customer Management, Revenue Operations)
• Proficient in Microsoft Office applications (Access, Word, Excel, PowerPoint).
• Excellent written and oral communication skills
• Ability to deliver quality, accurate work within established deadlines
• Questioning attitude and willingness to make recommendations when process and system improvements are needed
• Strong analytical, critical thinking, problem-solving and decision-making skills are necessary with proven ability to work effectively in a team environment
• Ability to collaborate with Customer Service and other internal clients to deliver meaningful quality insights based upon customer service employee performance outcomes
• Able to research and utilize best practices
• Demonstrated achievement in data collection and analysis, and creating reporting instructions
• Ability to analyze, interpret and make recommendations based upon analytics
• Actively seek ways to build challenges and add value within scope of assignments

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification

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FirstEnergy Human Resources Team