Analyst I/II, Retail Ops

Analyst I/II, Retail Ops

Constellation is seeking a qualified professional with proven experience and results to join our Retail Operations team as an Analyst I/II. The Analyst I/II position within Retail Operations is responsible for monitoring and executing day-to-day workflow activities as well as managing medium to complex exception handling activities while meeting service level agreements with internal and external customers. The Analyst I/II is responsible for becoming a subject matter expert in the assigned business function areas. The Analyst II will directly collaborate with team members, project groups, Information Technology, and cross functional teams to support changing business needs.

Primary Duties and Accountabilities:

• Ensure an efficient customer experience by performing high volume order to cash activities, including managing pricing and billing data to maintain accuracy and minimize risk, enrolling customers with utilities for timely service activation, processing contracts and confirmations to support SOX compliance, managing customer payments for accurate cash posting and revenue recognition, ensuring timely third party payments, responding to internal and external inquiries accurately and promptly, and providing vendor and system support.
• Exercise appropriate judgment and analytical abilities, leveraging subject matter experts when necessary, to investigate discrepancies in work processes. Take necessary actions to perform root cause analysis and take appropriate actions to resolve issues.
• Review and communicate issues to team members, leads, management and stakeholders with emphasis on customer information.
• Initiate and foster collaboration with team members to ensure seamless customer support and knowledge transfer.
• Interface with internal and/or external customers in handling and resolving inquiries as needed.
• Proactively communicate workflow system or process concerns to avoid or fully remediate issues that cross multiple groups.
• Adopt and support change management activities.
• Challenge the status quo to automate and improve processes through innovation, with focus and intent on creating sustainable solutions.
• Leverage knowledge and experience in working with project groups, Information Technology, and cross-functional teams for key deliverables.
• Identify and create business requirements based on changing business needs.
• Participate in User Acceptance Testing (UAT) by executing test scripts to validate business processes, system enhancements, and defect fixes.
• Maintain an understanding of business, contractual, regulatory, and market policies/tariffs and ensure assigned workflow processes are aligned.
• Ensure that all Sarbanes-Oxley (SOX) Key Controls and other company policies are followed.
• Travel required as necessary to meet business needs.
• In-person attendance for training, all-hands meetings, and other meaningful engagements.

Minimum Qualifications:

• Bachelor's degree in Business, or 2 years of equivalent experience in lieu of the degree
• Ability to solve problems using procedures and guidelines
• Proficient computer background/experience, including Microsoft Office Applications (Word, Excel and PowerPoint)

Minimum Qualifications for Analyst II:

• Bachelor's Degree with 2+ yrs work experience required; or 5+ yrs combination of education and relevant work experience
• Strong computer background/experience, including Microsoft Office Applications (Word, Excel and PowerPoint)
• Ability to communicate effectively and professionally, with internal and external parties as required.

Preferred Qualifications:

• Ability to prioritize work, manage time effectively and manage workload efficiently
• Ability to work independently and collaboratively to support individual, shared and organizational issues, goals and targets
• Analytical skills, attention to detail, critical thinking, problem solving and independent decision making
• Demonstrated ability to effectively adapt to changes in the work environment, manage competing demands and navigate frequent change, delays or unexpected events
• Experience in the retail energy industry and or regulated/deregulated energy markets
• Experience using CRM and or order to cash workflow systems
• Proficient PC and computer skills (Word, Excel, Access, Visio, Power Point, Passport, PeopleSoft Hyperion), work processing, spreadsheet applications, eSourcing tool, flow charting and/or SQL database query development
• Elevated knowledge in Excel (creating and using pivot tables, macros, and vlookups) and MS Office Suite experience.
• Working knowledge of UDC/ISO/LDC market EDI transactions
• Ability to clearly communicate both orally and in writing and work effectively across business units, functional groups, multiple levels of the Corporation and external stakeholders
• Demonstrated ability to identify and implement process improvements and efficiencies, with expertise in process mapping