Technical Business Support Analyst / Senior Technical Business Support Analyst – Finance & Supply Chain Systems

• Support ERP/Procurement system reconciliation (analyze and resolve) including reporting of accruals differences to Accounting monthly.
• Ability to provide production support, integration exception handling, and enhancement stories for PGE functions supported by our Business Spend Management platform. 
• Testing support for Coupa, Oracle and OIC upgrades and patches.
• Analyzing business requirements and translating them into technical specifications for integrations.

 

Technical Business Support Analyst

 

Key Job Information

Intermediate Professional Requires expanded professional-level knowledge and experience in own area; incumbents continue to acquire higher-level knowledge and skills. Expands on high-level knowledge of the company, processes and customers. Solves a range of more complex problems. Analyzes possible solutions using advanced knowledge and applying protocols. Operates independently and receives only a moderate level of guidance and direction.

 
Key Responsibilities

• Troubleshooting Responds to issues from end users on department hardware (depending on area of specialization) and software. Decides how best to prioritize multiple tasks and look for trends. Researches and investigates root cause and resolves. Decides which issues require escalation to IT and works with IT to resolve. Negotiates deadlines between IT and end users.
• Monitoring Monitors systems and determines whether they are operating within specifications. Identifies gaps and potential root causes. Recommends and implements resolution and process improvements.
• Upgrades and Testing Identifies and implements system upgrades. Supports users by providing information and advice on system upgrades. Conducts user acceptance testing and determines which issues can be resolved and which will require escalation to IT. Manages laptop and software upgrades, serving as a liaison between IT and the end user, taking into account business process needs, as well as system constraints.
• Reports Develops and runs daily, weekly and monthly reports to help workgroups analyze data to find areas on business process and system improvements.
• Consultation Advises end users on all aspects of system use. Provides support to cross-functional projects. Recommends operational process improvements to better optimize system use.
   

Education/Experience/Certifications

• Requires a bachelor’s degree in computer science, engineering or related field or equivalent experience.
• Typically, two or more years of experience either in using operational systems or IT troubleshooting or equivalent.
   

Competencies (Knowledge, Skills, Abilities)

Functional Competencies

• Intermediate knowledge of systems used in department Intermediate knowledge of business-unit operating processes.
• Intermediate knowledge of configurating systems or application system development, relational databases, and coding principles.
• Working knowledge of utility system.
• Working knowledge of PGE processes. (e.g., billing, HR)
• Working knowledge of system interface / configuration protocols, web tools and database concepts.
• Working knowledge of accounting and economic principles Intermediate skills in customer focus.
• Working skills in enterprise/business awareness Intermediate skills in analysis and problem solving.

 

General Competencies

• Working skills in business process relationships.
• Working knowledge of utility industry.
• Intermediate skills in organization and prioritization.
• Working skills in project management.

 
Physical and Cognitive Demands

Cognitive Level Intermediate: Consistent use of relevant principles to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exists.

• Ability to adhere to set response times, deadlines and time-sensitive tasks.
• Ability to follow accuracy standards.
• Ability to follow through on decision-making tasks.
• Ability to interact effectively and collaboratively within a team environment.
• Ability to communicate and problem solve when under stress.
• Ability to respond and adapt to frequent change.
• Ability to accept and demonstrate self-awareness when provided constructive feedback.
• Ability to discern feedback and acknowledge ownership of areas of improvement.
• Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks.
• Ability to successfully collaborate with peers, managers and others within the organization.
• Demonstrates sound memory.
• Ability to process new information to be applied consistently to work tasks.

 

Senior Technical Business Support Analyst

 

Key Job Information

Career Professional: Requires in-depth knowledge and experience. Uses best practices and knowledge of internal or external business issues to improve products or services. Solves complex problems; takes a new perspective using existing solutions. Works independently, receives minimal guidance. Acts as a resource for colleagues with less experience.

 

Key Responsibilities

• Troubleshooting Responds and triages issues from end users on department hardware (depending on area of specialization) and software. Looks for trends and proactively resolves systemic issues. Researches and investigates root- cause issues and leads cross-functional efforts to resolve. Negotiates deadlines between IT and end users.
• Monitoring Monitors systems and identifies potential gaps or issues. Resolves or mitigates issues to ensure operating systems meet business requirements. Proactively) implements process improvements.
• Upgrades and Testing Analyzes anticipated system upgrades or changes and proactively identifies and mitigates potential issues. Leads user acceptance testing. Coordinates all aspects of upgrades, including user acceptance testing. Manages laptop and software upgrades, serving as a liaison between IT and the end user, considering business process needs, as well as system constraints.
• Reports Designs reports and analytics. Provides data to end users to support business process and system improvements.
• Consultation Serves as a subject matter expert to end users and others. Provides support to or leads cross-functional projects. Recommends operational process improvements to better optimize system use.
   

Education/Experience/Certifications

• Requires a bachelor’s degree in computer science, engineering or related field or equivalent experience.
• Strong analytical skills
• Excellent SQL (writing & reading)
• ERP and Supply Chain technology experience & knowledge
• Strong Procure to Pay process knowledge
• Understanding of accounting principles as it relates to Procure to Pay process
• Typically, five or more years of experience either in using operational systems or IT troubleshooting or equivalent.
• A valid driver’s license and a history of safe driving practices.
   

Competencies (Knowledge, Skills, Abilities)

Functional Competencies

• Advanced knowledge of systems used in department.
• Advanced knowledge of business-unit operating processes.
• Advanced knowledge of configurating systems or application system development, relational databases, and coding principles.
• Intermediate knowledge of utility system.
• Advanced knowledge of PGE processes. (e.g., billing, HR)
• Intermediate knowledge of system interface / configuration protocols, web tools and database concepts.
• Intermediate knowledge of accounting and economic principles.
• Intermediate skills in customer focus.
• Intermediate skills in enterprise/business awareness.
• Advanced skills in analysis and problem solving.

 

General Competencies

• Advanced skills in business process relationships.
• Intermediate knowledge of utility industry.
• Advanced skills in organization and prioritization.
• Intermediate skills in project management.

Physical and Cognitive Demands

Cognitive Level Substantial: Consistent use of logic or scientific thinking to define problems, collect information, establish facts, and draw valid conclusions (for example, engineer, HR director, plant manager, etc.).

• Ability to adhere to set response times, deadlines, and time-sensitive tasks.
• Ability to follow accuracy standards.
• Ability to follow through on decision-making tasks.
• Ability to interact effectively and collaboratively within a team environment.
• Ability to communicate and problem solve when under stress.
• Ability to respond and adapt to frequent change.
• Ability to accept and demonstrate self-awareness when provided constructive feedback. Ability to discern feedback and acknowledge ownership of areas of improvement.
• Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks.
• Ability to successfully collaborate with peers, managers, and others within the organization.
• Demonstrates sound memory.
• Ability to process new information to be applied consistently to work tasks.

 

Required at both levels

 

Schedule/Attendance

• Ability to work long hours.
• Ability to work a variable schedule.
• Ability to report to work and perform work during periods of severe inclement weather. Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance.
• Ability to work on-call schedule.

 

Physical Capabilities

• Driving/travel/commute: Frequently (at least once a week or more)
• Computer use (use computer regularly for entire work shift)

 

Environment – Indoor / Outdoor

• Office Environment

 

PGE supports hybrid flexible work arrangements; and will have a combination of in-the-office and working offsite. This individual will need to be located within 75 miles from job location and will need to work in-the-office at least one day a week. However, these arrangements may change due to business needs or changes in responsibility.

#LI-CU1

#Hybrid