Senior Analyst, Digital Operations Support (Hybrid Schedule)

Eversource will not offer immigration-related sponsorship for this position.  Applicants who require immigration sponsorship—either now or in the future—should not apply.  This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.).

Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change

Support day-to-day operations of Eversource self-service products, eversource.com, mobile app, outage map, and alerts. Partner with third party agencies and internal IT to resolve issues and continually improve customer user experience and site functionality. This role is in Digital Strategy Operations and Production Support within the Customer Service organization and will work closely with the IT teams and call centers. Together, the Digital teams build, deploy and support customer facing applications to deliver value, increase engagement and improve customer satisfaction.

Essential Functions: 

• Serves as subject matter expert (SME) and customer service contact for technical issues and project deliverables 

• Troubleshoot web issues and resolve concerns in collaborative manner with stakeholders and vendors

• Manage tickets from the Digital Operations Incident and Request Queue

• Work independently to research, manage, and resolve incidents and defects

• Manage several high priority tasks at one time

• Leverage business and technology process understanding to: respond to customer/regulator questions and complaints, educate stakeholders, respond to season-related issues, and perform storm-based functions

•  Respond to regulatory and law enforcement agency requests in a timely and accurate manner 

• Participate in business testing teams to ensure successful user acceptance testing

• Support and perform business checkout for various projects and incident fixes deployed to the production environment 

• Assist with developing best practices around quality assurance and process management

• Collaborate with others for solutions and/or recommendations for issues through the use of analytics, and customer feedback.

• Provide training support for various departments on customer-facing web technologies

• Support others in Digital Strategy

Qualifications:

Technical Knowledge/Skill: 

• Requires a strong focus on serving customers in the utility industry as well as an understanding of the self service tools and testing processes. Self-motivated, efficient problem solver with high attention to detail.  Requires process documentation, and presentation skills as well as ability to use common PC desktop applications.

Education:       

• Bachelor's degree preferred, Business Management or Technology focus a plus or equivalent experience 

Experience:      

• Five (5) plus years in a Customer Service environment 

• Experience understanding and explaining, verbally and in writing, complex customer account scenarios to stakeholders and customers

• Experience investigating and resolving executive customer and regulatory complaints

• Experience researching and identifying customer issues with self service products

• Successfully collaborates with cross-functional groups to provide subject matter expertise to identify or resolve issues

• Able to prioritize and manage multiple tasks simultaneously with minimal supervision

• Strong understanding of business processes

• Supported improvements in processed and best practices

• Successfully worked with cross functional department

• Experience with testing customer facing web platforms·        

• Ability to work outside of typical business hours, as needed

Competencies:

Build trusting relationships

Manage and develop people

Foster teamwork and cross-functional collaboration

Lead change

Communicate strategic vision

Create an engaged workforce

Focus on the customer

Take ownership & accountability

Compensation and Benefits:

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:

Worker Type:

Number of Openings:

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment.  This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location. 

EEO Statement:

Eversource Energy is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor