Business Support Specialist - Customer Operations

Requisition: 82527

PSEG Company: Public Service Electric & Gas Co.

Salary Range: $ 77,200 - $ 122,200

Work Location Category: Hybrid Fixed

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories:

Onsite are roles that have specific onsite requirements and are typically onsite daily.

Hybrid fixed are roles that are a blend of onsite work/in-person interactions with some ability to work remotely and require employees to live within a commutable distance and be onsite fixed days each week.

Hybrid flexible are roles that can be performed remotely but require some level of onsite work/in-person interactions on a regular basis, require employees to live within a commutable distance and, since business needs vary by position and may change over time, managers will set expectations and flexibility regarding where and when work is performed.

Fully remote are roles that can be performed remotely, require employees to live in approved states and will have purpose-driven in-person interactions on occasion.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year (including vacation, scheduled holidays, and floating holidays).

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie, and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity, and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

Job Summary

Gain knowledge and experience through a variety of structured and supervised assignments, augmented by appropriate training. Customer Care Measurement Operations is responsible for maintaining measurement device records. The Measurement team supports materials management and meter testing. The position is assigned a primary location in Springfield, NJ and at times requires travel to other company locations usually Hackensack, NJ and the successful incumbent must be flexible with their work schedule.

Job Responsibilities

Manages and enhances the MAUI meter records database. The MAUI system not only maintains all electric and gas meter test records, but it also has several interfaces to exchange data to and from SAP.

The position is technical in nature. Responsibilities include software and hardware attributes: software include but not limited to programming with Microsoft products such as Microsoft .NET and Visual Basic (VB) or C related products (C#, C++), Microsoft SQL Server, queries and SSIS manipulation components, Python, PowerShell, both interactive and command line querying. Hardware attributes include Intel products running Windows operating system (Windows server and client) that are used by the various environments (MAUI, SQL Server, PCs that interface with the shop test equipment). Hardware also includes physical connections between the shop equipment and the PCs supplied by our IT department, i.e. comm ports and security.

The position interfaces not only with internal clients but with our IT partners to align on security and technical demands accordingly and needs to maintain alignment between MAUI, the test equipment and the various test shops (Hackensack and Springfield).

Prepare reports (daily, monthly, annually, and adhoc). Actively participate in problem-solving initiatives to determine root cause, gap analysis, along with the development and implementation of process improvement recommendations. Supporting IT projects or cross-functional teams. Identifying business requirements and developing test scenarios for SAP system fixes and enhancements ensuring functional requirements are met. Conducting user acceptance testing, documenting test results, assisting with deployment of operational and communication plans. Provide timely feedback to determine effectiveness of implemented solutions and take corrective action as required. Data extraction; technical/financial review and analysis; compiling, monitoring, and analyzing performance metrics toward achievement of scorecard targets. Investigate client/customer concerns, issues, and problems to determine root causes. Respond to customer concerns in a timely and effective manner – resolve escalated customer complaints including compiling account statements. Maintain and apply working knowledge of PSEG Standards for Business Controls and meet management’s expectations for effective internal business controls. Drive operational results working closely with the Billing Management team. Provide technical expertise and support to process owners. Drive efficiency and process improvement, utilizing leadership skills, data analysis and strong understanding of the business strategies. Foster the refinement, understanding and enhanced utilization of process measures and benchmarking. Understand & maintain Sarbanes Oxley controls. Assist with supervisory tasks.

Job Specific Qualifications

- Bachelor’s degree in Business, Computer Science, or related field plus 3 years of related experience. In lieu of a degree, 7 years of job-related experience

- Demonstrated experience and high proficiency in Excel and databases as well as Microsoft Office applications

- Demonstrated organization skills; ability to build and maintain effective partnerships within and across organizations

- Demonstrated analytical, attention to detail, and communication skills

- Demonstrated proficiency in SAP-CCS or other similar customer database(s)

- Ability to manage multiple priorities in a dynamic environment

Desired qualifications:

- Microsoft SQL Server knowledge and experience

- Experience with PC hardware and connectivity

- Experience working on IT Projects or system enhancements

- Demonstrated skill in implementing process improvements

- Experienced in creating process documentation

- Visual Basic experience

- Demonstrated experience in MS Tableau, MS Access, SharePoint, and SQL

- Knowledge and understanding of PSE&G’s Electric and Gas Tariffs

- Knowledge and understanding of meter-to-cash process

- Demonstrated advanced strategic thinking, interpersonal, and leadership skills

- Ability to lead a small team

Minimum Years of Experience

3 years of experience

Education

Bachelors

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

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

As an employee of PSE&G or PSEG LI, you should be aware that during storm 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. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. 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 such a positive result.

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 973-430-3845 or email accommodations@pseg.com.

If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

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