6526 - Associate Technical Business Support Analyst

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.

Associate Technical Business Support Analyst

Job Function:

Technical Business Support Provides support to operational employees throughout Power Delivery in optimizing business processes, systems, and technology.

Key Job Information:

Associate Technical Business Support Analyst - 6526,

Grade 5

Career Level: P1 Entry Professional Performs first-tier professional level assignments that require theoretical knowledge and application of principles and concepts.

• Typically requires a related college or university degree or the equivalent work experience.
• Solves recurring problems by applying advanced knowledge.
• Operates independently but also receives ongoing guidance and direction from others.
  
  

Key Responsibilities:

Process Improvement and Analysis

• Develops program and process documentation
• Analyzes processes for potential improvements
• Facilitates process improvement work sessions with operational teams and business process owners
• Identifies risks, issues, and roadblocks and escalates to project stakeholders as appropriate
  
  

Troubleshooting

• Responds to issues from end users on department hardware (depending on area of specialization) and software. Researches and investigates root cause and decides best method of resolution.
• Decides which issues require escalation to IT.
• Negotiates deadlines between IT and end users.
• Prioritizes work tasks.
  
  

Monitoring

• Monitors systems and determines whether they are operating within specifications.
• Identifies gaps and recommends resolution.
• Recommends and implements process improvements.
  
  

Upgrades and Testing

• 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

• 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 ad hoc reports, daily system operations and system optimization.
• Recommends operational process improvements to better optimize system use.
  
  

Education/Experience/Certifications:

Education Requires a bachelor’s degree in computer science, engineering or related field or equivalent experience.

Experience Typically one to two years of experience either in using operational systems or IT troubleshooting or equivalent.

Competencies: (Knowledge, Skills, Abilities)

Functional Competencies

• Working knowledge of systems used in department Intermediate knowledge of business-unit operating processes
• Working knowledge of configurating systems or application system development, relational databases and coding principles
• Basic 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
• Basic knowledge of accounting and economic principles
• Working skills in customer focus
• Basic skills in enterprise/business awareness
• Working skills in analysis and problem solving
  
  

General Competencies

• Working skills in business process relationships
• Basic knowledge of utility industry
• Working 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.

• 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
  
  

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: Daily within service territory - Frequently (at least once a week or more)
• Driving/travel/commute: Overnight inside/outside the service territory - Occasionally (one to two times a month or less)
• Computer use (use computer regularly for entire work shift)
• Lifting/pushing/pulling: Up to 10 lbs.
• Carrying: Up to 10 lbs.
  
  

Environment - Indoor/Outdoor (check all that apply):

• Office
  
  

Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity.

PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click here.