Business Process & Solutions Analyst Customer Service

Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE : AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work you can be confident that youre joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations and with $12.7B in revenues in 2023 we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future AES is committed to meeting the Paris Agreements goals by 2050. Our innovative solutions such as 24 / 7 carbon-free energy for data centers are setting the pace for rapid global decarbonization.

If youre ready to be part of a company thats not just adapting to change but driving it AES is the place for you. Were not just building a cleaner more sustainable future - were powering it. Apply now and energize your career with a true leader in the global energy transformation.

JOB DESCRIPTION SUMMARY

As AES strives to become the customer first digital focused clean energy provider of the future the success of our customer experience platforms applications and programs become critical to our strategic success. The successful business process & solutions analyst will play a pivotal role in owning the Customer Service Management (CSM) processes for AES Ohio and leading the execution and deployment of customer system changes by partnering directly with our local and global digital teams business stakeholders and strategic partners to ensure our vision is translated to customer outcomes.

POSITION SCOPE :

In this role you will be responsible for coordinating with business stakeholders and subject matter experts from meter-to-cash operations as a business process and solutions analyst for CSM within the AES Ohio Customer Systems team. The Customer Systems team is responsible for implementing strategic and regulatory initiatives in coordination with the digital product owners collaborating with leadership and other stakeholders to develop the business prioritization roadmap for utility transformation initiatives managing and seeking improvements to business processes across all key functional areas and engaging the business to ensure adoption or awareness of changes. You will have an important role by acting as a liaison between business end users and the digital support team in defining the business requirements and specifications of the SAP solution through functional design and end-to-end testing. You will be responsible for ensuring production support incidents and change requests are triaged and prioritized appropriately delivered on time and tested effectively to ensure all business requirements have been met before deployment.

PRIMARY RESPONSIBILITIES :

• Identify define and manage high-level business requirements for system changes detailed system change specifications business process designs and procedures
• Maintain focus on business outcomes and define the business solutions and structures needed to realize these opportunities
• Analyze laws regulations tariffs and changing business strategies to find practical solutions to functional Customer Information System (CIS) and Customer Relationship Management (CRM) system designs and integrations focusing on aligning processes across US utilities and using industry standard configuration
• Serve as the primary contact to the business community to ensure that its needs are fully understood
• Assist with the design of SAP or other product configurations and customizations
• Use the business process requirements to drive out application requirements and metrics
• Validate the design with all stakeholders to ensure that the design satisfies business requirements
• Identify operational impacts of system or process changes update process flows and prepare communications
• Collaborate with other business process & solutions analysts and digital product owners to ensure delivery of a complete end-to-end solution
• Provide daily support for business operations including first line of triage for end user issues service desk incident prioritization and change request backlog maintenance
• Perform user acceptance testing for incident resolutions and deployment of change requests
• Troubleshoot system problems identify operational impacts of problems and recommend risk-adverse and cost-effective solutions
• Assist in developing training to educate trainers and end users on performing CIS transactions
• Ensure system processes are compliant with laws regulations and tariffs
• Gather requirements for ad hoc and recurring reports

BASIC REQUIREMENTS :

PREFERRED SKILLS :

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds differences and perspectives enables us to improve the lives of our people customers suppliers contractors and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex sexual orientation gender gender identity and / or expression race national origin ethnicity age religion marital status physical or mental disability pregnancy childbirth or related medical condition military or veteran status or any other characteristic protected under applicable law. E-Verify Notice : AES will provide the Social Security Administration (SSA) and if necessary the Department of Homeland Security (DHS) with information from each new employees I-9 to confirm work authorization.

Required Experience :

IC

Key Skills

Six Sigma,Continuous Improvement,Lean,Lean Six Sigma,Process Improvement,Business Analysis,Visio,Business Process Modeling,Process Mapping,Business requirements,Process Management,Sharepoint

Employment Type : Full-Time

Experience : years

Vacancy : 1