Vendor Analyst

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Position Summary:

Vendor Management Analysts serve as a business representative supporting vendor relations, contract negotiations, business process support and as a liaison between business and IT as it relates third party vendors. Assists in defining third party vendor strategies and direction. Individuals support complex customer operations projects and have significant knowledge of business processes, system functionality, database tables, data analytics and work group metrics. Individuals serve as an expert for business and system processes across multiple jurisdictions and provides subject matter expertise and testing support for business and IT projects. Assists with trouble shooting when operational problems surface.

Projects are larger and cross multiple groups. Individuals will operate with minimal Supervision:

Actively collaborate with vendor personnel, centralized operations and peers to develop and implement improved approaches to business processes including implementation of new Duke tools, best practices, innovations and standards.

Establish and execute processes designed to proactively identify and address risks and avoid escalations. Establish and execute consistent and effective escalation processes ensuring appropriate, complete and timely escalation when needed.

Actively participate in planning processes, then ensure vendor has plans to achieve targets. Track and manage vendor KPl's and costs.

Provides technical expertise and business process guidance in the identification, analysis and resolution of problems and the advancement of opportunities.

Responsibilities:

Strategy Optimization:

• Guide and support day to day operations across vendors

• Manage vendor relationship; responsible for issue escalation and resolution combined with partnership creation

• Direct strategic reviews and planning sessions when applicable

• Serve as executive escalation point for Duke and vendor within assigned area of accountability; when issues are not resolvable; provide solutions to presented problems and ensure executive buy-in when warranted

• Facilitate the sharing of best practices between all Duke call centers (internal and external)

Performance Management:

• Work with vendor leadership to address performance opportunities, implement initiatives aimed at resolving low performance, and set direction to ensure proper sustainability initiatives are in place for long term stability.

• Direct efforts to ensure contractual performance targets and service level agreements are met

• Drive operational metrics to determine if they are trending in the right direction

• Identify, communicate, document, and resolve key risks and issues impacting vendor performance

• Provide regular and ad-hoc interpretation of vendor results to Duke leadership

• Serve as the primary point of contact for vendor related activities and any concerns about vendor; determine how to best support initiatives

Relationship Management:

• Schedule and participate in weekly, monthly and quarterly vendor performance reviews

• Conducts annual "Roadmap" meetings with vendors

• Analyze vendor performance and uncovers areas of focus for improvement

• Conduct root cause analysis on performance issues

Business Requirements Management, Mobilization and Stabilization

• Identify system or process broke/fix or enhancement opportunities

• provide testing support as needed for system and/or process changes and upgrades.

• Ensure team is aware of and ready to support initiatives

Basic/Required Qualifications

• Bachelor’s degree in Technical or Business Related Field

• In addition to required degree, three (3) years minimum of related work experience

Additional Preferred Qualifications

• Experience in the utility industry.

• Behavioral Competencies:

• Innovating Change

• Collaborating and working with others

• Problem Solving / Decision Making

• Delivering Results

• Aware of project management theories and principles.

• Proficient in practices of planning, data analysis, evaluating alternatives, and preparing and presenting recommendations

• Ability to deal with a variety of individuals from various socio-economic, cultural and ethnic backgrounds.

• Very good written and oral communication skills.

• Very good problem solving and analysis skills

Working Conditions

• Virtual - Work will be performed from remote location

Travel Requirements

Relocation Assistance Provided (as applicable)

Represented/Union Position

Visa Sponsored Position

Posting Expiration Date

All job postings expire at 12:01 AM on the posting expiration date.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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