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PG&E Senior IT Planning Analyst in San Francisco, California

Requisition ID # 36480

Job Category : Accounting / Finance

Job Level : Individual Contributor

Business Unit: Information Technology

Job Location : San Francisco

Department Overview

Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.

Position Summary

The Telco Order Analyst (TOA) position acts on behalf of PG&E’s IT Department to provision commercial telephony related products and services. The TOA is responsible for the entire order life cycle (quote submission, order processing, installation coordination, delivery confirmation, inventory recording, and retirement of leased services). The TOA acts as the vendor liaison being accountable to identify, resolve, or escalate obstacles to ensure timely resolution and customer satisfaction throughout the quote to service delivery process. The TOA is part of a technical team working in a high-volume complex order processing environment. Although telecom technician experience is a valuable asset, cross-functional teamwork and communication are key competencies required to perform the duties. The TOA is expected to have a clear view of PG&E’s telephony infrastructure and understand the common carriers’ provisioning process to maintain end to end visibility of our customers’ requirements.

Job Responsibilities

As a Telco Order Analyst, you are responsible for the following:

  • Overall coordination to process telecom orders for leased services in a timely and efficient manner using Microsoft Office Suite, especially Outlook Communicate with PG&E’s Internal lines of businesses and external Telco parties to facilitate order fulfillment

  • Proactively resolve and/or escalate vendor related issues to ensure service delivery expectations are met

  • Respond to inquiries on services provisioned including order status, facility reports, e-911, address lookups, historical reports, cost center and billing related questions

  • Prioritize, multi-task, and handle simple and complex transactional activities

  • Familiarity with PG&E’s Telecom terms, products, and service needs (LAN, WAN, HVP, VOIP, circuit conditioning, SCADA, MPLS, business lines, DID/DOD trunks, ISDN PRI, satellite, backhaul services, dark fiber, DSL, wireless, PBXs, smart meter, and radio)

  • Alert management to recurring / patterns of problems with common carrier services

  • Develop, review, and continually audit order-processing procedures and guidelines for compliance and efficiency

  • Research commercial solutions and perform price and cost analysis to ensure least cost management without reduction of quality

  • Institute procedural changes as required to tighten controls, improve integrity, and/or correct order processing errors

  • Proficiency with systems and tools used to facilitate order processing and asset management and other PG&E applications (SMC, Rivermine, SAP, and vendor B2B services)


  • Need to be able to manage own workload - will not receive day-to-day monitoring of work

  • Follow up and research is necessary (you will likely not get responses from the service providers in a timely fashion)

  • Need to be able to switch gears continuously throughout the day as you receive requests to resolve issues.

  • Attention to detail is critical (you’ll receive serval different requests daily while still following up on older requests. We’ll still need you to pay attention to several details to ensure the accounting, circuit numbers, and locations are accurate)

  • A good eye for process improvement- As technology continues to change and PG&E’s needs grow. We’ll need you to continue to look for way to improve processes to save time and improve accuracy.

  • Good Communication- This is a small team that heavily relies of each other for support.

Location: Flexible



  • Bachelors Degree in Computer Science or job-related discipline or equivalent experience

  • 4 years experince in business planning and analysis

  • CBAP-Certified Business Analysis Professional certification


  • Experience in business process, or related, 5 years

  • Accountable and safety conscience

  • Proficient with Excel and Microsoft Office Suite

  • Ergonomically savvy

  • Comfortable accessing multiple data sources for information

  • Telecommunications knowledge a plus

Pacific Gas and Electric Company is an AA/EEO employer that actively recruits and hires a diverse workforce.