Support Lead Analyst

Job Title

This position is responsible for providing support for various systems to ensure accuracy and data integrity of the Commercial and Industrial (C&I) contracts. This position will establish and maintain methodologies to ensure the on-going accuracy and integration of processes. This position will identify, diagnose and resolve critical system or process gaps. The position will collaborate with key stakeholders in streamlining and process improvements to minimize manual work. This position serves as a SME to provide an escalation path for other team members and departments for direction/guidance. This position will participate and serve as a Support representative in multi-departmental meetings.

Key Accountabilities

• Maintain and troubleshoot various processes
• Perform audit within systems to ensure accuracy and data integrity
• Generate ad hoc reports from production and various systems on demand
• Identify, diagnose and resolve critical issues
• Identify and implement process improvements
• Direct/guide team on complex issues
• Serve as Support Representative in multi-department meetings as needed
• Partner with Legal, and business leaders to maintain regulatory requirements and compliance
• Identify process improvements and make recommendations to management as well as partner with technical personnel for implementation of improvements
• Support day to day activities to ensure accurate contract set up, on time enrollments, drops, etc..
• Intermediate system testing to include data mining and/or scenario set-up. Partnering with IT for correction and defects
• Perform other duties as assigned

Education, Experience, & Skill Requirements

• 4-6+ years of work-related experience such as QC, audit, billing, operations
• Ability to multi-task
• Data analysis between various systems such as SAP and Salesforce
• 3-5+ years developing and analyzing large-scale customer information
• Root cause analysis
• Strong communication and organizational skills
• Advanced skill in computer software applications such as MS Office products, SAP, Salesforce
• Additional basic skill in software applications such as SAS, Python, Tableau, etc. preferred
• MWNE energy experience and knowledge, preferred
• High school diploma or equivalent

Key Metrics

• Support departmental SLA's and work queue achievement
• Maintain qualitative and quantitative measurements related to departmental goals
• Identify and implement process improvements
• Ability to effectively contribute to and lead small work groups, process teams and focus groups
• Complete large data analysis as assigned
• Work specialized projects as assigned
• Identifying system defects and partnering with IT for correction

Job Family: General Services

Company: Energy Harbor LLC

Locations: Downtown Operations Center, Ohio

We are a company of people committed to exceeding customer expectations, great people, teamwork, competitive spirit and effective communication. If this describes you, then apply today!