Business Process Analyst

Description This client is focused on leading in the energy transition towards a low-carbon future through power / electrification, supporting our aim to power progress together through more and cleaner energy solutions. This division is an integral part of the client's global New Energy organization and with a mission to guide customers toward a better energy future, by enabling customer choice and by providing market-leading energy solutions. This position will support senior management to drive the strategy for change and growth – defining, developing, and delivering complex, cross-functional transformation programs across Customer Experience Team, as well as the wider organization, that deliver measurable and sustained benefits for our customers, partners, and internal teams. This position will support the Director of CX & BPM and CX Technical Manager by collaborating with Customer Experience, Strategy and Products teams on recommending business process improvements. The position will work directly with the CX Technical manager and will assist with managing internal and external partner relationships. JOB DUTIES & RESPONSIBILITIES Leverage Six Sigma or Operational Excellence skills to Interview subject matter experts and translate their knowledge into easy-to-understand business process documentation Create visio or Lucid Charts flow maps. Develop expertise to serve as Subject Matter Expert for Front Office Business Applications Assist in requirement gathering for system enhancements Partner with the QA team, customer experience leadership and outsourcing partners to identify opportunities for improving process and process address gaps. Demonstrate ability to investigate and solve complex problems. Assist with creating and updating policy, procedures, and training documentation for developing best in class sales process. Work on projects to facilitate cross-functional product improvement efforts to increase market share and/or margins where needed Work with IT to test new system functionality Assist CX Technical Manager with weekly and monthly B2C reporting documentation Collaborate with CX Technical Manager to provide guidance on how to solve complex business problems Evaluate data, and provide recommendations on how to implement end-to-end optimal and sustainable solutions Support change management initiatives for strategy and process changes Assist with integrating systems and processes during a merger or acquisition Define processes, controls, and measures Develop reporting and KPIs to assess risk and process improvements ESSENTIAL SKILLS AND EXPERIENCE Experience with BPM standards, process modeling, visio or lucid chart process mapping and process measurement Knowledge of CRM a call center or billing operation helpful with Salesforce Service Cloud preferred and Microsoft Dynamics helpful. Proficient in Microsoft Office Suite, Visio/Lucid Charts Experience supporting customer support teams is a plus. Strong presentation and facilitation skills No fear when it comes to approaching SMEs and asking questions until you understand the material Ability to communicate with employees at all levels of the organization including leadership Strong PC skills in Microsoft Office (Word, Excel, Outlook, PowerPoint) and specific knowledge of systems and applications used to support a call center environment Strong interpersonal, analytical and time management skills Ability to multi-task, problem solve and articulate thoughts and concepts well Learner mindset and an eye for continuous improvement recommendations PREFERRED SKILLS Six Sigma Greenbelt or other BPM discipline Experience supporting projects in an Agile environment with ADO experience preferred. Strong interpersonal, analytical and time management skills Strong business writing skills and experience developing correspondence in a variety of formats Experience in MS Office Suites and MS Excel Knowledge of Amazon Connect technology is a plus Experience supporting Call Centers or large Billing Operations helpful Retail electricity industry experience is preferred. Knowledge of ERCOT, PJM, MISO, NYISO, NEISO, PUC and/or TDSP/TDU standards is helpful Ability to work independently both in office and from home. QUALIFICATIONS AND EDUCATION REQUIREMENTS Bachelor’s degree or equivalent combination of education and experience. Six Sigma or Operational Excellence Certification or demonstrated experience using PM tools and skills BENEFITS Competitive Compensation Health Care - Medical/Dental/Vision/Prescription Drug Coverage 401(k) with Company Matching Contributions Flexible Spending Accounts (FSA) Health Savings Accounts (HSA) Disability Programs (STD & LTD) Employee Basic Term Life Insurance Vacation & Company Holidays Tuition Reimbursement Job Type: Full-time Pay: $90,000.00 - $110,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Tuition reimbursement Vision insurance Schedule: 8 hour shift Day shift Supplemental Pay: Bonus pay License/Certification: Lean Six Sigma Green Belt (Required) Work Location: Hybrid remote in Spring, TX 77380