Client Services Analyst

At ERCOT, our diverse and dynamic work environment provides a platform on which employees can work together to build the future of the Texas power grid and wholesale market utilizing the latest technologies and resources. We encourage you to join our talented, dedicated workforce to develop world-class solutions for today and tomorrow’s energy challenges while learning new skills and growing your career.

ERCOT is committed to fostering inclusion at all levels of our company. It is the cornerstone of our corporate values of accountability, leadership, innovation, trust, and expertise. We know that individuals with a wide variety of talents, ideas, and experiences propel the innovation that drives our success. An inclusive and diverse workforce strengthens us and allows for a collaborative environment to solve the challenges that face our industry today and in the future.

JOB SUMMARY

Supports the administration of Market Participant Registration, Market Participant Identity Management (MPIM), Market Notices and other market support services delivered by the Client Services department. Maintains the integrity of the registration system. Coordinates the creation, editing, review and distribution of market notices to the Market. Works collaboratively with business areas across ERCOT to serve their communication needs with Market Participants through Market Notices, Requests for Information, surveys and similar means. Supports the Client Services department in handling inquiries from the general public and Market participants.

JOB DUTIES

Level 1

- Validates, processes and maintains Market Participant registration data stored in ERCOT’s Registration system and completes requests for changes in registration information accurately and on a timely basis

- Assists in posting/posts new information and maintenance of existing information on ERCOT’s website to assure consistency and clarity

- Develops expertise and advises ERCOT business areas on issues related to Market Support Services processes and other services delivered by the Market Support Services team

- Supports the resolution of routine/ moderately inquiries from Market Participants related to their registration information, administration of digital certificates, market notices and other Market Support Services

- Follows procedures for all support services provided by the Market Support Services team and generates periodic reports on the same

- Supports the administration of digital certificates to registered Market Participants including issuing, maintaining and revoking digital certificates to User Security Administrators

- Supports Market Participant User Security Administrators in the process of managing secure access to ERCOT systems through digital certificates to end users

- Participates as assigned in cross departmental teams working on process improvements, projects and initiatives related to the systems, processes and procedures used in the delivery of Market Support Services

- Continually learns and develops expertise in the services provided by the Market Support Services team including the market rules and impacts on downstream ERCOT functions

- Coordinates requests for information from Market Participants by various ERCOT business areas

- Supports the needs of the ERCOT stakeholder process for information related to Market Support Services Performs various administrative and business tasks, as assigned, related to the delivery of Market Support Services to ERCOT business areas and Market Participants

Level 2 and 3 - Above +

- Responds to requests for information from Market Participants by various ERCOT business areas

- Represents the Client Services department and ERCOT at ERCOT meetings and stakeholder forums

- Serves as a subject matter expert on the market rules, processes and procedures related to the delivery of Market Support Services

- Develops expertise and working knowledge of multiple ERCOT business areas required to communicate with market participants and other ERCOT business areas in the delivery of Market Support Services

Level Senior - Above +

- Handles complex Market Participant inquiries related to their registration information, administration of digital certificates, market notices and other Market Support Services

- Proactively audits and identifies improvements in procedures for all support services provided by the Market Support Services team and generates periodic reports on the same

- Guides and delivers the administration of digital certificates to registered Market Participants including issuing, maintaining and revoking digital certificates to User Security Administrators

- Recommends process improvements and promotes best practices for various ERCOT business especially regarding requests for information from Market Participants

- Provides operational expertise and leadership in cross departmental teams working on process improvements, projects and initiatives related to the systems, processes and procedures used in the delivery of Market Support Services

- Delivers training on the market rules, processes and procedures as well as systems used in the delivery of Market Support Services

- Takes the lead with the execution of day-to-day operations of the Market Support Services team in the absence of the supervisor

EXPERIENCE

- Level 1: Requires no minimum experience

- Level 2: Requires minimum 2 years job related work experience in excess of degree requirements

- Level 3: Requires minimum 3 years job related work experience in excess of degree requirements

- Level Senior: Requires minimum 5 years job related work experience in excess of degree requirements

- Level 2 & above: Requires previous experience processing mission critical business data, customer service, collaboration and multi-tasking

- Prefer strong excel skills (all levels)

- Prefer strong analytical skills (all levels)

EDUCATION

- Bachelor's Degree : Business or related field (Required)

- or a combination of education and experience that provides equivalent knowledge to a major in such fields is required

The foregoing description reflects the minimum qualifications and the essential functions of the position that must be performed proficiently with or without reasonable accommodation for individuals with disabilities. It is not an exhaustive list of the duties expected to be performed, and management may, at its discretion, revise or require that other or different tasks be performed as assigned. This job description is not intended to create a contract of employment with ERCOT. Both ERCOT and the employee may exercise their employment-at-will rights at any time.

ERCOT is firmly committed to equal employment for all qualified persons without regard to race, sex, medical condition, religion, age, creed, national origin, citizenship status, marital status, sexual orientation, physical or mental disability, ancestry, veteran status, genetic information or any other protected category under federal, state or local law.

Expected Salary Range:

$84,283 - $143,296