Business Support Specialist - Customer Ops

Requisition: 84266

 
PSEG Company: Public Service Electric & Gas Co.

 
Salary Range: $ 79,400 - $ 125,600
 
Work Location Category: Hybrid

 
We’re one of the country’s largest energy companies, with a vision of powering a future where people use energy more efficiently and it’s safer and delivered more reliably than ever. We’re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.
Here, you’ll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued.

We offer a flexible work environment designed to balance employee needs with collaboration and operational excellence. Roles fall into two categories:
• Onsite: Employees work onsite daily.
• Hybrid: A blend of remote and onsite work, with at least three onsite days per week required.

As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you’re looking for a place where you can build a meaningful career and help power and support our communities, we’d love to welcome you to the team.

PSEG is not offering visa sponsorship for this position.

Job Summary

At this time, only current PSEG employees are being considered.

This is a confidential position that requires strong organizational skills. Provide day-to-day technical administrative and collection support to the Revenue Integrity Department (RID). Perform daily SAP, Access and Excel reporting operations; export data to local spreadsheets and/or databases. Perform assignments and tasks supporting RID Scorecard initiatives including customer contact, the collection of outstanding Revenue Integrity bills and the creation of scorecard spreadsheets. Develop new spreadsheets and/or mail merge documents as needed. Monitor spreadsheets for Internal Auditing compliance. Maintain integrity of queries, data files, mail-merge documents, and spreadsheets, by organizing and documenting these processes on shared network drive. Deliver reports on a timely basis. Work with RID Management team to address reporting enhancements and work as backup for RID Supervisor for RID case review, meter changes and reporting. Assist with the coordination and implementation of projects and activities via collection and preparation of various reports, planning documents and correspondence. Develop calendar of deadlines and track status of tasks for department to ensure completion within set deadlines. Maintain and upgrade Access database as needed. Aid in special projects as requested. The work is varied and fast-paced and interfaces across the Customer Care organization. The position, at times, may require travel between multiple company locations (Electric/Gas shops, Customer Ops Field Locations, Newark, Springfield and Edison)to address RID concerns and inquires and the successful incumbent must be flexible with their work schedule.

Job Responsibilities

Analytics & Reporting

• Provide day-to-day technical, administrative and collection support to the Revenue Integrity Department (RID). Perform daily SAP, Access and Excel reporting operations; export data to local spreadsheets and/or databases. Reviewing, verifying, and maintaining existing reports to prevent data inconsistencies and irregularities. Supporting development of new reports and dashboards to facilitate Revenue Integrity with achieving key performance metrics. Analyzing and interpreting data. Presenting concise and understandable analytics to stakeholders. Identifying opportunities to automate and enhance existing processes utilizing leadership skills and a strong understanding of the business strategies. Perform various assignments and tasks supporting RID Scorecard initiatives including customer contact, the collection of outstanding Revenue Integrity bills and the creation of scorecard spreadsheets. Assist Customer Assistants to prepare for customer meetings and/or their legal representatives to explain the RID Billing process. Develop new spreadsheets as needed and monitor spreadsheets for Internal Auditing compliance. Maintain integrity of queries, data files, and spreadsheets. Deliver reports on a timely basis. Work with RID Management team to address reporting enhancements. Develop calendar of deadlines and track status of tasks for RID to ensure completion within set deadlines. Maintain and upgrade Access database as needed. Aid in special projects as requested. Analyzing problems and developing solutions to client/customer concerns. Communicating with affected users to ensure knowledge transfer and compliance. Maintaining documentation of standard operating procedures and process documentation. Cross training and mentoring peers. Gaining an understanding of process measures and benchmarking.

SOX & Business Controls

• Maintaining and applying a working knowledge of PSEG Standards for Business Controls and meeting management’s expectations for effective internal business controls. Understanding and performing routine Sarbanes Oxley controls. Cooperating with internal and external auditing. Performing reconciliation and reporting tasks affiliated with business controls.

Projects, Process Improvements, Initiatives

• Supporting the development, recommendation, and implementation of new procedures and process improvements. Supporting strategic initiatives and participating in cross-functional teams and process improvement initiatives. Collaborating to resolve issues, provide timely solutions, and develop or modify work process flows to achieve goals. Soliciting feedback from users to determine the effectiveness of implemented solutions and taking corrective action as required. Understanding technical business requirements, conducting user acceptance testing, and documenting test results for SAP system changes, ensuring functional requirements are met. Supporting development of communication plans and operational deployment of system and process changes. 

Job Specific Qualifications

• Bachelor’s degree and at least 3 years’ relevant business/analytics work experience. In lieu of a degree, high school diploma and 5 years’ relevant business/analytics work experience.
• Knowledge of the meter–to–cash process.
• Familiarity with the gas and electric utility industry regulatory environment.
• Strong organizational, interpersonal, leadership and communication skills with ability to build and maintain effective partnerships within and across organizations.
• Strong analytical skills with attention-to-detail and accuracy, the ability to accumulate, organize, analyze, and interpret data accurately.
• Strong organization and interpersonal skills
• Ability to work under pressure, handle multiple tasks, and take initiative to improve productivity
• Experience with SAP CCS
• Experience with technical project requirements, user stories, conducting user acceptance testing, and documenting test results.
• Excellent written communication experience with summary data reporting, process documentation and end user training guides.
• Intermediate to advanced experience in Microsoft Word, Access, Excel, PowerPoint, Outlook, and SharePoint.
• Compliance with the Department of Energy's regulation 10 CFR 810 is required.
• As an employee of PSE&G, during storm/outage restoration efforts, may be required to perform functions different from normal operations and the regular work schedule. May also be required to work in an alternate location.

Desired:

• Possess an understanding of gas and electric metering operations and mechanics
• Demonstrated experience managing various internal audits
• SQL query skills and understanding of relational database principles.
• Experience in designing SQL queries, views, and stored procedures to extract data from multiple sources and perform relevant analysis.
• Knowledge of NJ Administrative Code and the gas and electric Tariff(s) relevant to unmetered service and unauthorized use.
• Extensive knowledge of RID's collection procedures and 2 years’ experience in the billing and collection of gas and electric unmetered service cases.
• Proficient with SAP, Microsoft Teams, Power BI, and M365.
• Experience with creating data mapping and process workflow diagrams.
• Experience in data visualization techniques.
  Experience with databases and data analytic programs such as Microsoft SQL, Access, Visual Basic, and Excel.
• Extensive knowledge and proficiency in the use of Access (querying & reporting functions). Degree and/or Certifications in Computer Science, Personal Computer Technology, Microsoft and Mainframe Applications, or equivalent work experience. 

Some positions at PSEG require access to information covered by the Department of Energy’s regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a “Generally Authorized” destination on the attached list not also a citizen, national, permanent resident of any country not listed; OR (4) a “Protected Individual” under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).

As an employee of PSEG, you should be aware that during emergency restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations. 
For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. 
Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result.

If you are a current PSEG Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI. 

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals. 
PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call View phone number on us.fitly.work or email View email address on us.fitly.work.
If you need to request a reasonable accommodation to perform the essential functions of the job, email View email address on us.fitly.work. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.
ADDITIONAL EEO INFORMATION (Click link below)