Join the Clean Energy Revolution

Become a Business Systems Analyst Senior Specialist at Southern California Edison (SCE) and build a better tomorrow. In this job, you will provide excellent technical support for our call routing environment, Customer Contact Center (CCC) technologies and project support for all related projects. You will evaluate, recommend, and deliver the deployment of technologies and services to ensure clients are able to deliver exceptional customer service to internal and external customers via telephone and digital channels. You will coordinate activities with our Information Technology (IT) partners and SCE vendors to implement and maintain our enterprise technology solutions, and business processes. You will ensure seamless operations of technology delivery under normal, emergency, and disaster conditions.

As a Senior Specialist, your work will help improve our customer’s experience, power our planet, reduce carbon emissions, and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

A day in the life - Get ready to think big, work smart and shine bright!

• You will play a key role in the CCC to partner with IT to support the analysis and resolution of CCC impacting software application issues.
• Support our frontline agents (SCE and external call centers) to troubleshoot and resolve their laptop and related equipment and software issues and engage IT for support when needed.
• Support contact center and enterprise technology implementations such as deployment of new software tools, software upgrades, hardware refreshes, enhancements and large projects that are intended to transform our customer’s experience and improve CCC operational efficiency.
• Partner with IT to conduct impact assessments and develop/initiate mitigation strategies for planned and unplanned service interruptions impacting CCC technologies and potentially our external service providers and vendors.
• Evaluate client, customer, and business needs in real-time to support the call center by responding to client add/moves/changes to systems, skilling and routing tasks based on real-time call volumes.
• Lead and/or support user acceptance testing (UAT) for technology changes that can impact CCC employee computing systems and applications. Some changes may include but are not limited to operating systems updates, Windows changes, cyber updates and equipment changes (e.g., docking stations, headsets, etc.) This role includes defining the test cases, success/failure criteria, status reporting and leading execution of UAT and production verification.
• Collaborate with frontline customer specialists and supervisors (SCE employees, as well as, our external call centers) to build and maintain positive relationships and act as the liaison for IT.
• Support Organizational Change Management activities and assist with required technology documentation and training.

The essentials

• Five or more years of technical experience with implementing/maintaining business applications, defining business and system requirements, and identifying/resolving software defects.
• Three or more years utilizing and/or supporting Call Center support applications.
• Advanced experience with Microsoft Office applications.
• Ability to be On Call 24/7 on a rotational basis.

The preferred

• Bachelor’s degree or higher in an analytical or quantitative field (engineering, math, statistics, computer science, information technology, or related field).
• Experience synthesizing large amounts of data, as well as, examining and identifying key trends.
• Experience gathering, generating, documenting, analyzing, and drawing conclusions on complex data, information, and reports.
• Ability to drive to both Contact Centers on an as needed basis (Irwindale and Redlands).
• Experience explaining complex data and issues to a non-technical audience in a logical and concise manner.
• Experience making recommendations to resolve or support the resolution of significant or complex business issues.
• Ability to build and maintain positive relationships even under stressful situations.
• Strong written and oral communication skills, as well as, presentation skills to effectively communicate and interact with personnel at all levels throughout the organization.

You should know

• The position’s work mode is remote. Employee is able to work primarily at home or remote however, the employee may be expected to come to an SCE facility on occasion. Unless otherwise noted, employees are required to reside in the state of California. Hiring organizations can add further requirements related to specific jobs. Further details of this work mode will be discussed at the interview stage.
• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!

Testing

• This position requires testing and applicants who are identified to continue through the selection process will be invited to test via email. Reference our Information Guides for the following tests: Edison Individual Contributor Workstyles (Test #8203). Candidates who have previously passed these assessment(s), in some cases, may not need to retest again for this position.

About Southern California Edison

The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

At SCE, we celebrate our differences. We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.

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