Incident Management Lead Analyst at TXU Retail Services Company in Irving, Texas

Job Description:

If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader, take a look at the exciting employment opportunities that are currently available and apply online. 

Job Summary

The Incident Management Analyst (non-IT) position is responsible for mitigating customer and financial impacts resulting from isolated system and/or process issues by investigating the root cause, coordinating issue resolution and ensuring processes are in place to prevent issue recurrence. As part of this team, the Principal Analyst has responsibility for working with key stakeholders to define the resolution path and facilitating resolution of incidents including: analyzing and developing improvements to business processes, communicating with key stakeholders, identifying and facilitating the creation of appropriate reporting, managing and integrating processes relating to the issue resolution, and delivering superior customer service.

Job Description

Key Accountabilities

• Responsible for leading cross-functional work teams within Vistra Retail, External Business Partners and Regulatory work groups with the goal to greatly improve work processes related to Vistra Retail (TXU Energy, Dynegy, Crius & Ambit).
• Investigate Incidents through Root Cause Analysis and plan, execute, monitor, control and close all incidents timely with key stakeholders.
• Excellent negotiating, consensus building and conflict resolution skills. Able to solve problems guided only by general organization objectives, policies, and goals.
• Monitor and assess day-to-day related issues to ensure business practices, policies and procedures are executed in an effective manner to prevent future incidents or issues

• Analyze large amounts of customer data. Conduct research and analysis to gain a detailed insight and is dedicated to providing clear and credible responses and meeting the expectations and requirements of business clients.

• Actively work with various internal/external teams by providing data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs.

Education, Experience, & Skill Requirements

• High School Diploma or equivalent

• 3-5  years experience in an exempt role in customer service, customer operations and/or project management
• 2-3 years experience facilitating/leading complex projects with short deadlines, utilization of project management skills
• 3-5 years experience analyzing large-scale customer information systems, data and/or processes

• Advanced Skill in using computer software applications such as MS Office products, with a focus on Excel and PowerPoint

• Strong verbal and written communication skills

• Advanced analytical skills, including root cause analysis and ability to work effectively in a rapidly changing work environment

Job Family

Marketing

Company

TXU Retail Services Company

Locations

Royal Lane Office

Texas

We are a company of people committed to:  Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication.  If this describes you, then apply today!

If you currently work for Vistra or its subsidiaries, please apply via the internal career site.

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