Business System Analyst, Senior Specialist - IVR & Systems

Join the Clean Energy Revolution

Become a Business System Analyst, Senior Specialist - IVR & Systems at Southern California Edison (SCE) and build a better tomorrow. In this role you will have the exciting opportunity to help transform our customers’ experience, by enabling new technologies and innovative solutions that will provide our customers a simple and seamless self-service experience, as well as, new technologies that improve operational efficiency for our frontline customer service representatives and improve our caller’s experience.

You will be an important member of our Systems and IVR team, that manages our Interactive Voice Response (IVR) system and call routing platform which processes over 12 million calls per year, and leads/supports management of existing and implementation of new software that supports CCC processes. Specifically, this team is responsible for daily operational monitoring of our Genesys platform system health and resolution of issues for several other CCC applications such as workforce management, quality management and frontline agent tools.  The team is also focused on enhancing existing functionality to increase operational efficiency, improve customer satisfaction and reduce operational costs.  Due to the critical nature of the platform and CCC applications, this position requires participation in the duty rotation, which is an on-call, 7 day/24 hour rotation to resolve technical issues that occur during non-business hours.

Join us and become a valued member of the team, where you will be able to directly impact our customers experience in a positive way.

As a Business System Analyst, Senior Specialist - IVR & Systems, your work will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

Responsibilities

• Generates insights to operational performance, recommends solutions, and leads efforts to operationalize
• Provides impact assessment and recommendations on various solutions
• Conducts process assessments and develops process maps
• Translates business requirements to detail-level system specifications and evaluates against current system capabilities
• Produces reports and dashboards with a focus on visualizing data to support the reporting and analytics needs of the group
• Monitors system implementation ensuring user satisfaction while being hands-on in support of implemented solutions
• Ensures user satisfaction by providing preventative maintenance, troubleshooting, and timely resolution of more complex problems
• Automates the hand-off of code releases from development to operations
• Captures process maps and flow diagrams for new or existing solutions as part of operational excellence
• Monitor project progress and deliverables against business expectations
• A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity.

Minimum Qualifications

• Five or more years of experience in information technology development.

Preferred Qualifications

• Three or more years of experience providing technical support to analyze and resolve production issues, as well as, developing and implementing process and technical improvements.
• Experience supporting the implementation and management of a cloud-based software.
• Basic to intermediate experience using SQL, including running/updating queries/scripts, and understanding relational databases.
• Experience partnering and/or leading cross-function teams (business, IT, vendors and contractors) to define requirements and implement enhancements or new solutions, as well as, analyzing and resolving complex technical issues.
• Advanced knowledge using Excel tools to analyze data and create ad hoc and routine reports.
• Advanced knowledge of Visio to support creating and editing technical process flows.
• Experience using MS Project and Access.
• Experience reviewing complex logs and performing analytics using multiple data sources and types.
• Experience developing and managing project plans.

Additional Information

• The position’s work mode is remote. Employee is able to work primarily at home or remote however, the employee may be expected to come to an SCE facility on occasion. Unless otherwise noted, employees are required to work and reside in the state of California. Hiring organizations can add further requirements related to specific jobs. Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.
• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!
• Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. 
• Relocation does not apply to this position.

About Southern California Edison

The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

At SCE, we celebrate our differences. We are 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.

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.