Business Support Analyst (Lewisville, TX or Albuquerque, NM) at Texas New Mexico Power in Albuquerque, New Mexico

Job Description:

PNM Resources



Job ID: 6086932
Date: 12/03/2020
Location: Lewisville Hillside
Full/Part Time: Full-Time
Regular/Temporary Regular

POSTING DEADLINE
Applications must be submitted by 11:59pm on January 3, 2021
DEPARTMENT
Department: Customer Serv App
JOB DESCRIPTION

Personnel in this job title may be covered by NERC CIP cyber security standards. If the position is covered, prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a Personnel Risk Assessment, which includes identity verification and a criminal background check. Prior to being granted unescorted access to cyber secure areas, the candidate must attend cyber security training. Annual cyber security training is also required.

SUMMARY:

Acts as a key liaison between BTS organization, internal customers, and vendors. Responsible for developing and managing business and functional specifications, documents, logical data and process designs, approach documents, test plans, and implementation needs (training, procedures, etc.). Communicates with all levels of management regarding change management issues; secures approvals. Works through fellow team members to meet project objectives. This position primarily supports PNM Customer Service applications, but will also support TX Market Operations and other BTS efforts.

For PNM Customer Service, knowledge of and experience supporting customer service applications is preferred. Knowledge of or experience with the Banner CIS/Billing application and complex billing is also desirable.

For all areas of support, the ability to effectively multi-task and to understand the technical environment, how systems interface, and a security protocols is a necessity.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Facilitates the prioritization of repairs and enhancements.

Provides application/product subject matter expertise. Ability to define business processes, proactively identify and prevent customer issues and problems, and identify opportunities for re-engineering.

Analyzes customer requirements for impact to applications and architecture; identifies technical solutions and best implementation approach.

Develops application/inter-application test plans, tests data requirements, and verifies test results.

Represents organization in design sessions with customers.

Coordinates inter-application and inter-project tasks with other analysts.

Performs opportunity analysis of future business projects and application requirements.

Manages tasks/projects to schedule and budget.

Assists with the evaluation and recommendation of software/hardware for acquisition and business operational changes.

Develops business and functional specifications documents.

Conducts/coordinates functional requirement reviews with BTS technical staff and business unit staff.

Pro-actively identifies and prevents customer issues/problems.

Writes, debugs, tests, and executes ad-hoc SQL scripts.

Participates as a team member for software/hardware project implementations.

Cultivate internal and external IT customer relationships through direct interaction.

Develops in-depth knowledge of supported business units and their relationship/interfaces to other business units.

Supports the development of customer training materials and programs.

Develops and performs training for software solution roll-outs.

Participates in Business Process definition and re-engineering.

Maintains a repository of application documentation (i.e. customer manuals, customer procedures, training manuals).

Identifies process performance enhancements and implementation plan.

Ensures functional integration of business process solutions.

COMPETENCIES:

To perform the job successfully, the candidate should demonstrate the following competencies:

Ability to work independently, multi-task, maintain confidentiality, and work effectively within a team.

Demonstrates initiative, diplomacy, and problem solving skills.

Requires interpersonal skills to work across diverse and cross-functional departments.

Ability to apply analytical skills, use judgment, and make decisions on problems and issues.

Requires considerable creativity, independence of thought and action, and skills to fashion workable solutions, which balance both corporate and customer interests.

Knowledge of Company procedures, programs, and plans.

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

Bachelor's degree from four-year college or university with one to three years of related experience, or equivalent combination of education and/or experience related to the discipline.

Minimum of three years experience in developing information processing solutions or relevant business process experience.

COMMUNICATION SKILLS:

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures and governmental regulations.

Ability to write reports, business correspondence and procedure manuals.

Must show skill and confidence in giving consulting advice to business partners.

Must be able to effectively communicate with personnel at all levels.

Proven communication skills with employees, outside vendors, customers, agencies, and institutions.

COMPUTER SKILLS:

Prior experience with Banner CIS/Billing Application and complex billing is desirable.

Must have conceptual knowledge of relational databases; working knowledge of various types of systems, business applications, workstations, networks and local area networks, batch operations; scheduler, reporting functions and problem triage and resolution methodologies.

Knowledge of PNMRs current platform, operating systems, and understanding of relational databases.

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variable sin situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Must have business knowledge of the technologies and processes used by the business unit supported.

Must have the ability to analyze business and customer requirements and to design, test, and implement business solutions, applications and systems.

DECISION MAKING:

Identifies root case of problems independent of how the task is accomplished including, but not limited to data procedures and defects.

Corrects deviation for own activities.

SCOPE AND IMPACT:

Communicate with customers and analysts regarding design accuracy and implementation.

Conduct/coordinate reviews of business specifications with business and technical personnel.

Compile and prepare documentation for capital and O&M projects and work efforts.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit up to 2/3 of the time. Manual dexterity required, close vision, and the ability to talk and listen. The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

Office environment.

Employees in Services Company may be responsible for providing services to various Holding Company subsidiaries and affiliates.

SALARY RANGE
Salary Grade: G08
Minimum Midpoint Maximum
$52,844 - $70,019 - $87,193
EQUAL OPPORTUNITY STATEMENT
PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.PI126833876 Apply Now