Analyst, Digital Operations Support

Employment Type

: Full-Time

Industry

: Electronics/Semiconductors



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Job Description Summary: Support day-to-day operations of self-service transactions and platforms (including the web, Mobile App, Outage Map and Alert Notifications). Partner with third party vendors, regulatory agencies and internal IT to resolve issues and continually improve customer user experience and site functionality. This role is in Digital Strategy Operations and Production Support within the Customer Service organization and will work closely with the call centers and IT teams. Together, the Digital teams build, deploy and support campaigns to deliver value, increase engagement and improve customer satisfaction. * Act as Customer Service contact for technical issues and project deliverables
* Troubleshoot web issues and resolve concerns in collaborative manner with stakeholders and vendors
* Analyze new functionality requests for perceived issues to determine feasibility and if resolution is consistent with existing direction of the self-service architecture
* Manage tickets from the Digital Web Operations Incident and Request Queue
* Work independently or lead teams on defects resolution
* Leverage business and technology process understanding to: respond to customer/regulator questions, educate stakeholders, respond to season-related issues and storm-based needs
* Respond to regulatory and law enforcement agency requests in a timely and accurate manner
* Lead/Participate in business testing teams to ensure successful user acceptance testing
* Coordinate with IT and external vendors to ensure environment alignment and proper test data is in place
* Perform \"checkout\" for fixes deployed to the production environment
* Assist with developing, maintaining best practices around quality assurance and process management
* Combine industry best practice research, use of analytics, and customer feedback to identify trends in issues and provide solutions and recommendations
* Ability to turn data into insights to inform strategy, recommend process improvements and/or new opportunities
* Provide training support for various departments on customer-facing web technologies
* Proactively review the current production environment and associated self-service transactions to ensure the health of the overall environment is maintained.
* Support other Digital teams in Digital Strategy Technical Knowledge/Skill/Education/Licenses/Certifications: Technical Knowledge/Skill: Requires a strong focus on serving customers in utility industry as well as strong understanding of how the web platforms, code delivery, and testing processes. Also, requires a working knowledge of managing data flows through complex systems. Self-motivated, efficient problem solver with high attention to detail. Requires strong technical documentation, and presentation skills as well as ability to use common PC desktop applications. Education: Bachelor's degree preferred, Business Management or Technology focus a plus or comparable work experience Experience: * Strong portfolio of testing customer-facing web platforms
* A minimum of 5 years in a Customer Service environment
* Basic understanding of web development and environment management
* Excellent communication skills (verbal and written)
* Experience executing test strategies, test plans, and test cases
* Experience authoring maintenance documentation
* Ability to multi-task with a sense of urgency and troubleshoot with purpose
* Flexibility to juggle multiple issues, projects and changing priorities in a fast-paced, customer centric environment
* Cross-functional department working experience
* Ability to work off hours, as needed Worker Type: Regular Number of Openings: 1 SEO Category: Customer Service Jobs EEO Statement Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status. VEVRRA Federal Contractor

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