Expert - Support Desk, Intake & Agency Reporting

Position Summary

As an Expert in Support Desk Response Governance, you will lead intake, logging, and governance of regulatory data requests; quickly seek clarity on scope and stakeholders; align assignments; and ensure adherence to PG&E’s records and compliance standards. You will partner with case managers, QC, VM&IS, and SMEs to maintain governance over production, confidentiality, and recordkeeping.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity.  Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.​

Work Schedule:

 Hybrid—remote with periodic on-site presence at Oakland HQ or other designated PG&E offices.

Key Responsibilities

- Governance Leadership

- Maintain governance of intake and assignment processes; ensure requests are routed to appropriate case leads based on subject matter, risk, and bandwidth. Lead initiatives such as streamlining intake, tracking, and reporting activities.

- Records Management Excellence

- Oversee accurate creation, classification, retention, and disposition of records per ERIM standards; ensure documentation is complete, auditable, and properly archived to support downstream visuals and reporting.

- Clarification & Alignment (Speed-to-Clarity)

- Rapidly clarify ambiguous work assignments with requestors/SMEs; confirm scope, evidence needs, due dates, and approval paths; align deliverables with governance and compliance objectives to prevent rework.

- Response Lifecycle Oversight

- Govern the end-to-end response process—from intake through production and closeout—in line with CPUC/OEIS requirements and internal approval standards.

- Quality & Confidentiality Assurance

- Partner with QC to validate tone, accuracy, completeness, and confidentiality (including declarations/attestations where required); enforce approval standards.

- Metrics & Reporting — Support to Visual Management & Insights Services (VM&IS)

Act as the data steward for VM&IS by:

- Ensuring logging fields and record taxonomies (events/headers/questions/status dates) are complete and consistent so visuals render correctly.

- Providing clean, structured extracts and metadata to VM&IS for dashboards and leadership views (cycle time, backlog, produced/final status, commitments, supplemental responses).

- Flagging anomalies and reconciliation needs (e.g., status drift, missing dates, header/question mismatches) and partnering with VM&IS to correct source records.

- Supporting KPI definition and refresh cadence by maintaining source-of-truth trackers and closeout artifacts that drive accurate visual management and reporting.

- Process Improvement

- Identify gaps and implement governance/workflow enhancements; standardize templates, logging fields, and closeout routines to improve data quality for VM&IS and QC.

Qualifications

Minimum:

- Bachelor’s Degree or equivalent experience

- 7 years of relevant experience

Desired:

- Expertise in records management, confidentiality protocols, approval standards, and lifecycle governance.

- Advanced proficiency with Microsoft 365, SharePoint, and compliance tracking tools (e.g., DRU Tracker/Power Apps, RMA); ability to translate record structures into data usable by visualization/reporting teams.

- Deep familiarity with CPUC/OEIS requirements and PG&E compliance frameworks.

- Demonstrated ability to seek clarity quickly and align assignments across multiple stakeholders.

- Experience partnering with visual management/reporting teams (e.g., VM&IS) to define data models, logging rules, and refresh cadences.