Description
Job Summary
The Incident Management Analyst (non-IT) position within the Customer Experience Services is responsible for mitigating customer and financial impacts resulting from isolated system and/or process issues by investigating the root cause, coordinating issue resolution and ensuring processes are in place to prevent issue recurrence. As part of this team, the Analyst III has responsibility for working with keystakeholders to define the resolution path and facilitating resolution of incidents including: analyzing and developing improvements to business processes, communicating with key stakeholders, identifying and facilitating the creation of appropriate reporting, managing and integrating processes relating to the issue resolution and delivering a low effort customer experience.
Job Description
Key Roles & Responsibilities:
- Plan, execute, monitor, control and close all incidents timely
- Establish and maintain methodologies to ensure ongoing integration of processes and management of incidents
- Investigate Incidents through Root Cause Analysis and plan, execute, monitor, control and close all incidents timely with key stakeholders
- Implement and manage an effective change management process to ensure smooth transition of new or adapted processes
- Support development of departmental and company processes, procedures and controls to prevent Incidents
- Monitor and assess day-to-day related issues to ensure business practices, policies and procedures are executed in an effective manner to prevent future Incidents or issues
- Resolve reported issues in a timely and decisive manner, or escalate as appropriate
- Analyze customer feedback to identify solutions to improve and enhance the customers' experience
- Create and maintain ongoing dialogue with strategic partner(s), internal personnel and Governance to ensure a positive, valued relationship that has unambiguous alignment with business initiatives
Education, Experience, and Skill Requirements
- 3-5+ years of related work experience
- 1-2 years experience with customer facing and project coordination/mgt methods required
- 2-4+ years developing and analyzing large-scale customer information system or processes
- Excellent negotiating, consensus building and conflict resolution skills
- Extensive communication and teamwork skills with both internal and external customers Able to effectively contribute to and lead small work groups, process team and focus groups
- Advanced Skill in using computer software applications such as MS Office products
- Strong analytical skills, including root cause analysis
- Working knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business data
- Excellent Project Management skills
- Skill in developing process flows
- High School diploma or equivalent required
Contact
TXU Energy
1601 Bryan St
Dallas
Texas United States
www.txuenergy.com
From the same organization
7 Jul, 2024
