Southern California Edison Business Analyst - Outage Management and Communications Development in Irwindale, California
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About Customer and Operational Services
Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.
The Business Analyst for the Business Customer Division’s Outage Management and Communications Team and the Outage Center of Excellence will be responsible to track, interpret, make recommendations and implement results of decisions from data gathered for outage related inquiries received from internal stakeholders and external customers. In addition, they will support mid and long term initiatives being chartered through the Outage Management team. This role will be serve as an entry point for any outage related inquiry from our Assigned Business and Government Customers, Small business customers and internal stakeholders. The successful candidate(s) will also be required to pass multiple ICS courses and Agency Representative Training.
Note: This job will be in Irwindale-Gateway until the Outage Management and Communications Teams is moved to another location. Moving to the new location with the team will be a requirement of this job.
This position will be responsible for inquiries will require a rotating duty role that is on-call 24/7 for a period of seven (7) consecutive days.
Analyzing and carrying through to resolution outage inquiries. This requires being available for major Assigned Account Managers, major customers, Contractors, T&D, Local Public Affairs and cities/counties 24-hrs/7-days.
This role requires delivery of outreach and educational events throughout SCE’s service territory. Regularly attend RGT, RCM and other tactical meetings with T&D, Contractors, Local Public Affairs and other internal/external stakeholders.
Track, interpret, and make recommendations from outage related data gathered from outage inquiries received from internal/external stakeholders
Deliver outage training sessions to Customer Contact Center and Local Public Affairs representatives
Other tasks, as assigned by management
Support the company’s wildfire mitigation efforts including Public Safety Power Shutdown (PSPS), messaging, incident management team and PSPS task force.
After hours work will be required for this job in both a duty role and in support of PSPS and/or Storm situations
This job may also require working from other locations, travel (including overnight stays) and adjusted shifts.
Three or more years of analytical or project management experience.
Two or more years of experience in a customer service environment.
Proficient in MS Office.
Experience using SharePoint.
Bachelor’s Degree or equivalent level of experience or training.
1 to 3 years of usage of the following applications: Outage Management System (OMS), Customer Service System (CSS), Interruption Log Sheets (ILS), Substation Outage Request Log (SORL), Customer Relationship Management (CRM), Outage Notification Improvement (ONI).
Advanced usage of MS Word, Sharepoint, OneDrive, Excel, Powerpoint and Skype.
Knowledge and/or training in Incident Command Systems (ICS), Storms, Customized Messaging and PSPS.
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
The primary work location for this position is Irwindale, CA; however, the successful candidate may also be asked to work for an extended amount of time at alternate work locations.
Relocation does not apply to this position.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.