Systems Analyst - Incident Mgmt & Data Insights

LUMA Energy ServCo; San Juan (PR); In loco; USD 70.000 - 95.000; Tempo pieno

Descrizione del lavoro

LUMA Energy ServCo is seeking a skilled Incident Management team member to ensure uptime of CX technology platforms and resolve helpdesk issues promptly. You will collaborate with IT/OT to develop roadmaps supporting Customer Experience operations.

You will analyze data, run SQL queries, and assist in audits and testing to ensure compliant, reliable system delivery. Travel up to 30% may be required in Puerto Rico and adjacent regions.

Competenze

• Bachelor's degree in information technology, Computer Science, Computer Engineer, business administration or related field
• 3 years' experience in data analysis, reporting, process improvement, business strategic support (interpreting KPIs, metrics, forecast, statistical results) and other analytical functions.
• Experience using business systems or analytic platforms.
• Communications and presentation experience to senior leaders
• General knowledge of electric utility business processes and the IT systems that support them
• Associate's degree can substitute with 5 years' experience, including 3 years in Analyst roles
• High School or GED with 8 years of experience performing similar functions and at least 5 years of experience performing a previous Analyst role.

Mansioni

• Supports Customer Experience operations by maintaining service-level agreements, resolving help desk tickets, and managing user roles and audits in Oracle CC&B to ensure platform reliability and compliance.
• Performs data analysis and develops SQL queries to extract insights, inform business decisions, and support issue resolution and enhancement planning.
• Collects and analyzes data to identify trends and provide actionable insights for business decisions.
• Audits testing efforts by developing test scripts, conducting UAT, and documenting results to validate system changes and ensure quality delivery.
• Collaborates with internal teams and third-party vendors to develop technological roadmaps, support system enhancements, and align with Customer Experience strategies.
• Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.
• Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
• Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Conoscenze

Data analysis

SQL queries

Communication with senior leaders

Cross-functional collaboration

Problem solving

Formazione

Bachelor's degree in information technology, Computer Science, Computer Engineer, business administration or related field

Strumenti

Oracle CC&B

Microsoft Office

SharePoint

Descrizione del lavoro

LUMA Energy ServCo is seeking a skilled Incident Management team member to ensure uptime of CX technology platforms and resolve helpdesk issues promptly. You will collaborate with IT/OT to develop roadmaps supporting Customer Experience operations.

You will analyze data, run SQL queries, and assist in audits and testing to ensure compliant, reliable system delivery. Travel up to 30% may be required in Puerto Rico and adjacent regions.