Southern Company Project Analyst,Customer Operations in Atlanta, Georgia
Project Analyst,Customer Operations
SouthStar Energy Services is owned by Southern Company Gas, a wholly owned subsidiary of Southern Company (NYSE: SO). Headquartered in Atlanta, SouthStar is proud to serve more than half a million of residential, business, large commercial and industrial (LCI), and CNG customers in numerous retail energy markets across the United States. Depending upon your location, you may know us by one of our trade names: Georgia Natural Gas ® , Illinois Energy SM , Illinois Energy Solutions SM , Ohio Natural Gas ® , Grand Rapids Energy ® , Maryland Energy ® , Florida Natural Gas ® , New York Natural Gas SM , New Jersey Energy SM , or Virginia Retail Energy SM . For more information, visit www.southstarenergy.com
The primary purpose of this position is to identify, understand and help improve business issues and processes for all of Retail Energy segment’s markets. The role will help drive entry into new markets or new acquisitions as well as any other new product or services. The incumbent defines and documents customer needs to produce business requirements and provide functional subject matter expertise for development and customer facing teams. The Project Analyst provides comprehensive test cases and oversees thorough testing compliant with SouthStar’s business processes. The position will be responsible for developing project plans for projects and tracking and reporting on milestones and status. The position will also be responsible for providing analytical support for measuring operational improvements.
The Project Analyst validates and improves customer requirements by verifying adherence to required functionality in delivered solutions, conducting user acceptance testing, managing customer change requests and providing the customer with ways to improve their processes by effectively using SouthStar's applications.
Job Responsibilities & Accountabilities by Competency
Provide project management support for process improvement projects both in Customer Operations and throughout the Retail Energy segment, including idea conception, implementation and monitoring of results.
Manages aspects of the project including research, analysis, documentation, design/development, testing, negotiation, problem resolution, training, status reporting, implementation, deliverables, project closing and post-rollout review/audit.
Provide project management support for business and operational readiness related to the Retail Energy segment’s deployment into new markets. This includes coordinating resources from multiple functional areas in support of project requirements and tracking and reporting on progress of all new markets implementation projects.
Provide project management support for business and operational readiness related to any Retail Energy segment acquisitions.
Develops and presents project documentation with all project stakeholders.
Provide project management support for business and operational readiness related to certain system enhancements for all of the Retail Energy segment’s systems and in all markets.
Develop detailed project plans for implementations and track and report on milestones, dependencies, risks and mitigations.
Provide regular inputs for Customer Operations business and budget planning and assist with the monthly budget process as needed.
Assist in supporting call center, billing and back office operations for all markets as needed.
Support system enhancement projects for all markets in the role of Service Quality owner as needed. This includes reviewing and providing feedback on business requirements, functional requirements, test plans, test scenarios, documentation and training materials.
Assist with developing a long-term strategy for systems and operations to support continued growth in all existing and new markets.
Maintain knowledge of regulatory requirements and changes across all markets.
Proactively communicate issues, concerns, status or questions to all stakeholders for projects as required in a timely manner.
Provide liaison between Customer Operations, IT, Business Owners, and Vendors to roll out new operational processes and system changes.
Liaise with other Retail Energy segment departments and Vendors to develop and launch new operational processes and process improvements as well as develop and implement system changes and enhancements.
Interact with all levels and departments of the organization such as IT, business owners, and vendors to maintain and update project plans.
Liaise with Call Center(s) and other departments as required, for providing information on new programs and launches as well as updates relating to system/program issues and changes.
Serve as a member of each system’s Project Review Committee and advise the committees on projects timelines and priority.
Measure ongoing process improvements by creating and implementing associated statistics, reports and/or metrics.
Provide analytical support in evaluating the Retail Energy segment‘s systems and operations as needed to identify and recommend process improvement opportunities.
- Bachelor’s degree and 5 years of applicable experience
PMP Certification, working towards obtaining or approved equivalent which may include experience.
Related Work Experience:
Strong communication skills, verbal and written.
Manage projects independently with limited supervision. Manage all facets of multiple projects, in accordance with company's project management methodology. Manage the development and implementation process of a company's products and/or services. Coordinate departmental or cross-functional teams.
Manage project from initiation through implementation and delivery. Provide planning and direction on schedules and monitoring budget/spending. Guide projects thru to completion on time, with agreed upon scope, within budget meeting and/or exceeding quality standards.
- Retail utility experience
Specific Skills & Knowledge:
Strong project management skills
Be highly organized and a good multi-tasker, take charge and know how to lead and be an effective communicator.
Ability to perform metrics creation, implementation, tracking and reporting for operational departments
Experience with operational or system requirements gathering. Specifically, soliciting, documenting and reviewing requirements through to approval with multiple business owners.
Ability to conduct trending and analysis to identify root causes and possible solutions
Computer literate; strong knowledge of Microsoft Office applications such as Project, Visio, Word, Excel, PowerPoint and Access
Advanced database knowledge (e.g. developing and executing SQL statements, importing data, etc.)
Ability to work with IT and manage Billing System enhancements by working with end users, defining scope of projects, define cost / benefit justification, define test plan, train end users, and document all processes for successful implementation
Entrepreneurial focused. Ability to do whatever is needed to get the job done. Big picture view of all processes.
Ability to lead by example.
Exceptional verbal and written communication skills; ability to communicate positively and professionally with customers, coworkers and vendors
Highly service and results-oriented.
Strong relationship management skills
Strong organizational and problem resolution skills
Demonstrated leadership, team-building and employee management skills
Contract and Vendor Management experience
An understanding of business processes and billing systems.
Working Conditions/Physical Requirements:
This position requires occasional travel (5-20%). The incumbent may be required to travel on occasion. Trips may require air travel and/or overnight stay away from home for one or more nights.
This position occasionally requires prolonged standing or walking
This position occasionally requires incumbent to reach above shoulder level
The position occasionally requires incumbent to bend, kneel, crouch or crawl
This position requires the ability to lift up to 10 pounds
The incumbent works in an office environment
About Southern Company
Southern Company (NYSE: SO) is America's premier energy company, with 44,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million electric and gas utility customers through its subsidiaries. The company provides clean, safe, reliable and affordable energy through electric utilities in four states, natural gas distribution utilities in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top utilities in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com at http://www.southerncompany.com/ .
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Field: Administrative & Clerical
Job Type: Standard
Primary Location: Georgia-Metro Atlanta-Atlanta
Operating Company: SouthStar Energy Services
Job Type: Standard
Travel (Up to...): No
SouthStar Energy Services - 817 W. Peachtree St., NW (817AtlantaCODE)
817 W. Peachtree St., NW
Req ID: GAS2001543