CX Platforms Incident & Data Analytics Analyst

LUMA Energy; San Juan (PR); Vor Ort; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

LUMA Energy in Puerto Rico is seeking an Incident Management Analyst to ensure uptime of CX technology platforms, resolve helpdesk tickets promptly, and collaborate with IT/OT to shape roadmaps that support Customer Experience operations.

The ideal candidate has 3 years of data analysis and reporting experience, strong SQL skills, familiarity with Oracle CC&B, and the ability to present findings to senior leaders. A Bachelor’s degree in IT or a related field is required.

Qualifikationen

• 3 years’ experience in data analysis, reporting, and KPIs
• Experience with data visualization and business analytics
• Strong communication to senior leaders
• Knowledge of electric utility IT processes and supporting systems

Aufgaben

• Resolve helpdesk tickets and maintain SLAs to ensure uptime
• Maintain user roles and audits in Oracle CC&B for compliance
• Perform data analysis and develop SQL queries to extract insights
• Audit testing efforts, develop test scripts, and conduct UAT
• Collaborate with IT/OT and vendors to align roadmaps with CX strategies
• Follow policies and standards to ensure compliance with laws and regulations
• Participate in storm restoration tasks to support reliable service recovery
• Support additional tasks aligned with role expectations

Kenntnisse

Data analysis

SQL queries

Incident management

UAT testing

Cross-team collaboration

Oracle CC&B

Ausbildung

Bachelor’s degree in Information Technology or related field

Tools

Oracle CC&B

Microsoft Office

SharePoint

Jobbeschreibung

LUMA Energy in Puerto Rico is seeking an Incident Management Analyst to ensure uptime of CX technology platforms, resolve helpdesk tickets promptly, and collaborate with IT/OT to shape roadmaps that support Customer Experience operations.

The ideal candidate has 3 years of data analysis and reporting experience, strong SQL skills, familiarity with Oracle CC&B, and the ability to present findings to senior leaders. A Bachelor’s degree in IT or a related field is required.