ITC Holdings Community Relations Systems Specialist in Novi, Michigan

Community Relations Systems Specialist

Location: MI - Novi

Department: Community Relations

Description

JOB SUMMARY

Translates informational needs into written project, process and policy requirements. Focuses on identifying detailed requirements and specifications for internal projects. Provides superior customer service to meet or exceed the needs and expectations of internal and external customers. Professionally and articulately identifies, addresses, and resolves the needs of property owners, municipalities, and agencies who contact ITC Customer Relations regarding a variety of ITC business activities. Provides database customization input and support, training, and reporting. Provides documentation and reporting support for capital, maintenance, and vegetation management permitting.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Drives the design, development and implementation of complete, maintainable and scalable processes and policies.

  • Facilitates business and technical meetings to fully understand and document process and policy requirements, issues, changes, etc.

  • Serves as the primary back-up for the day-to-day activities of the ITC Customer Line.

  • Provides documentation and reporting support for capital, maintenance, and vegetation management permitting.

  • Provides database customization input and support, training, and reporting.

  • Meets with the internal/external customers to document and discuss detailed specifications of the system requirements and work closely with the technical staff during construction.

  • Participates in user acceptance testing.

  • Ensures appropriate documentation is completed and retained.

  • Works with Customer Relations Manager to provide the necessary documentation so appropriate training can be delivered and appropriate procedure guides updated.

  • Works with stakeholders to ensure requirements are properly & clearly defined.

  • Supports application, including resolving issues, assisting with QA testing, implementation support and change control.

REQUIREMENTS

  • Bachelor's degree in Computer Science or related field

  • Experience Required:

  • Associate Level: Experience working as a Business Analyst in a customer relations or Information Technology environment.

  • Intermediate Level: Minimum of two (2) years of experience working as a Business Analyst in a customer relations or Information Technology environment.

  • Senior Level : Minimum of five (5) years of experience working as a Business Analyst in a customer relations or Information Technology environment.

  • Intermediate knowledge of Customer Relationship Management database environments (Microsoft CRM preferred).

  • Possesses strong communication skills both written and verbal.

  • Demonstrated ability to build relationships with internal and external stakeholders.

  • Ability to work on multiple tasks and/or projects simultaneously.

  • Ability to work independently without supervision.

  • Possesses the ability to write clear, comprehensive business documents.

  • Intermediate knowledge of Microsoft Office applications (Excel, Word, PowerPoint, Outlook, etc.).

ITC Holdings is an equal opportunity/affirmative action employer and has a strong institutional commitment

to diversity. Females, minorities, individuals with disabilities, and veterans are encouraged to apply.

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