Sr CS System End User Support Analyst

Job Description

Company Summary Statement

Louisville Gas and Electric Company and Kentucky Utilities Company, part of the PPL Corporation (NYSE: PPL) family of companies, are regulated utilities that serve more than 1.3 million customers and have consistently ranked among the best companies for customer service in the United States. LG&E serves 334,000 natural gas and 433,000 electric customers in Louisville and 16 surrounding counties. KU serves 569,000 customers in 77 Kentucky counties and five counties in Virginia. LG&E and KU are major employers and active supporters of the communities they serve. They empower employees, community members and initiatives across their service territory through volunteerism and investments in organizations that support education, sustainability and wellbeing.

Overview

Serves as subject matter expert for customer service systems (e.g., CCS, TOE, and ancillary systems) processes, and transactions. Analyzes system and process incidents to assist in determining user error, process inconsistencies or referral to Information Technology for code modifications. Acts as the subject matter expert for identified functional areas. Functionally directs on-line support with limited training responsibilities. Updates training programs, documentation, and interim notifications of process changes (i.e., training updates). Demonstrates mastery of skills and extensive subject matter knowledge in carrying out assignments associated with the development, evaluation, and modification of discipline-related process improvements and system function. Assists in development and delivery of training programs as appropriate with guidance from management.

#LG&EKU

#INDLGE

Responsibilities

Process complex system transactions utilizing specialized system access and subject matter expertise to correct errors on customer accounts, statuses, workflows, etc. as needed.

• • Leads and participates in projects that are related to the assigned Subject Matter Expert areas and provides insight and information around those topics when requested.

Qualifications

Required Education

Bachelor's Degree in business or related discipline

Required Experience

Minimum of one year of CCS and Customer Services systems experience and five years of work experience in a position that requires data driven analytical thinking, problem solving and/or end user support.

Preferred Qualifications