Technology Analyst

Technology Analyst

Description

Technology Analyst

This position is responsible for providing business level support, ideation, enhancements, development and selection for systems and interfaces in the Customer Service Organization. Responsibilities include, but are not limited to, coordinating activities in the following functional areas: Speech Analytics, Avaya IVR/VRU Automated Phone System, Online Customer Care Self Service website, Product Portal, Property Manager Portal, CTI Screen Pops, Internal and External Self-Service Knowledgebases, Internal Websites, Employee Performance Dashboards, Power BI, DataMart, Avaya phone system, Avaya OneX Agent, Teleworking Support, Citrix Virtual Desktops, Robotic Process Automation bot (RPAs), Knowledgebase, Mobile App, Digital Assistant, Chatbot, and Avaya Workforce Optimization. This position works as a liaison between the Customer Service Organization and the Technology Organization.

RESPONSIBILITIES

• Represent Alabama Power in committee meetings to determine project requirements for system solutions
• Provide daily technology support to Customer Service employees and APC customers
• Perform analysis on system enhancements and requests; write formal change requests for changes
• Provide strategic leadership to coordinate training, communications, integration, enhancement prioritization and roadmap efforts
• Prepare business cases: present proposals to peers, management and system wide committees
• Manage project functions – gather requirements, analyze data, identify solutions, perform pre and post implementation testing; coordinate training and document results
• Represent the Customer Service Organization as the subject matter expert related to customer service, customer experience, CSS, and CSO technology
• Develop relationships with personnel in various APC and Southern Company business units, as well as outside vendors, customers, and other utilities
• Coordinate initiatives, goals, and enhancements with marketing, power delivery, technology, digital strategy and other departments throughout the company
• Insure internal and external reports are issued accurately and timely and provide the department’s performance measurements
• Produce routine and ad hoc reports to meet request for Customer Service related data
• Communicate system changes to key stakeholders and users, provide training for major change impacts
• Identify and implement process efficiencies

JOB REQUIREMENTS

• CSS experience is required
• Customer Service Center, CSS Support, Business/Division office, Online Customer Care, and Customer Service Operations experience is preferred
• Bachelor’s degree in Business, Computer Science, Data Science, Mathematics, Statistics, Finance or a related field preferred.
• This position requires more than three (3) years of working experience in an operational, technology, or customer service area
• Project management experience, Project Management Professional (PMP), or Six Sigma certification is preferred
• Ability to communicate and collaborate across complex matrix organizations and with leadership at all levels
• Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently
• Good interpersonal skills—ability to work with managers, peers, and vendors
• Strong project management skills: manages projects from beginning to end with minimal assistance
• Proficient in oral and written communications; able to put together presentations with minimal assistance
• Coordinate activities related to the scheduling of staff to achieve targeted service level for the organization
• Position may require occasional overnight travel

KNOWLEDGE, SILLS, & ABILITIES

• Management of the Avaya workforce optimization software
• Excellent analytical, organizational, and problem-solving skills
• Strong technical sills working with Excel, Word, Access, Monarch, Mobius, Power BI, DataMart, Avaya, IDMS, Verint, Documentum, SharePoint, Cool Compliance, SalesTrack, CSS are a plus
• Knowledge of Alabama Public Service Commission rates, rules, and regulations and CSS Standards
• Knowledge of APC marketing, power delivery, accounting and customer service policies and procedures
• Knowledge of Sarbanes-Oxley compliance policies
• Knowledge of customer service applications, self-service customer interfaces, website, IVR/VRU and phone systems
• Knowledge of meter reading, all classes of rates, billing, adjustments, collections, cash/bank processes and service orders
• Strong Oral and written communication skills with ability to communicate effectively at all levels
• Ability to make sound decisions with minimum or no supervision
• Demonstrates initiative and personal accountability
• Ability to manage multiple assignments, work efficiently under pressure, and meet deadlines
• Ability to work effectively in a team environment and assume a leadership role on project assignments
• Must demonstrate behaviors consistent with the Southern Style values of unquestionable trust, superior performance and total commitment
• Strong focus on Safety Excellence, Our Values, and Diversity, Equity, and Inclusion
• Self-directed with strong initiative
• Demonstrates good judgment and personal responsibility in all aspects of performance
• Recognized as a Student of the Business
• Consistently sets and maintains high performance standards
• Builds teamwork and trust
• Seeks continual growth and development

Other Requirements

• Must live within a reasonable commuting distance as this position reports to the Birmingham or Montgomery office. Some teleworking may be possible at times.

Alabama Power provides the valuable combination of competitive prices, reliable electricity supply and unparalleled service to 1.4 million homes, businesses and industries in the southern two-thirds of Alabama.

With 4.4 million customers and more than 46,000 megawatts of generating capacity, Atlanta-based Southern Company is the premier energy company serving the Southeast through its subsidiaries. A leading U.S. producer of clean, safe, reliable and affordable electricity, Southern Company owns electric utilities in four states and a growing competitive generation company, as well as fiber optics and wireless communications. Southern Company brands are known for energy innovation, excellent customer service, high reliability and retail electric prices that are below the national average. Southern Company and its subsidiaries are leading the nation's nuclear renaissance through the construction of the first new nuclear units to be built in a generation of Americans and are demonstrating their commitment to energy innovation through the development of a state-of-the-art coal gasification plant. Southern Company has been recognized by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer and listed by DiversityInc as a top company for Blacks. The company received the 2012 Edison Award from the Edison Electric Institute for its leadership in new nuclear development, was named Electric Light & Power magazine's Utility of the Year for 2012 and is continually ranked among the top utilities in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at HTTP://WWW.SOUTHERNCOMPANY.COM

Southern Company is an Equal Opportunity Employer (EOE) of minorities, women, individuals with disabilities, veterans and strongly supports diversity in the workplace.

Job Field: Customer Service

Job Type: Standard

Primary Location: Alabama-Metro Birmingham/Eastern AL-Birmingham

Operating Company: Alabama Power Company

Other Locations: Alabama-South Alabama-Montgomery

Job Type: Standard

Travel (Up to...): No

Work Location(s):

APC Corporate Headquarters - 600 North 18th Street (600BIRMINGHAM)

600 North 18th Street

Birmingham, 35203

Southern Division Office- Montgomery - 244 Dexter Avenue (244MONTGOMERY)

244 Dexter Avenue

Montgomery, 36104

Req ID: APC2008182