Expert Customer Care Information Systems Analyst
San Francisco, CA

Job Description

Requisition ID # 23541

Job Category : Information Technology

Job Level : Individual Contributor

Business Unit: Customer Care and CRE

Job Location : San Francisco

Company

Based in San Francisco, Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric utilities in the United States.And we deliver some of the nation's cleanest energy to our customers in Northern and Central California. For PG&E, Together, Building a Better California is not just a slogan.It's the very core of our mission and the scale by which we measure our success. We know that the nearly 16 million people who do business with our company count on our more than 24,000 employees for far more than the delivery of utility services.They, along with every citizen of the state we call home, also expect PG&E to help improve their quality of life, the economic vitality of their communities, and the prospect for a better future fueled by clean, safe, reliable and affordable energy.

Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color,national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic informationor any other factor that is not related to the job.

Department Overview

In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.

Position Summary

Develops, administers and maintains the Corporate Real Estate Strategy & Services (CRESS) Program Management information platform (systems, tools and data), including performance reporting, while ensuring alignment of the platform with PG&E enterprise standards and tools.

Job Responsibilities

* Maintains expertise with SharePoint, InfoPath Forms, MS Access Database, MS Power BI, MS Excel, and ProjectWise to develop/configure, administer and maintain CRESS systems and tools. Maintain solid partnerships and system and data expertise with vendor hosted SaaS solutions such as for BIG (work ticket management), FM Interact, and eComet.
* Maintains knowledge of current and emerging trends with respect to best practices, techniques and approaches in data management platforms and systems development.
* Evaluates and implements tools and systems to streamline, automate and continuously improve CRESS Program Management work flows, data and document management.
* Maintain the CRESS IT Roadmap with a focus on risk mitigation, data integrity and consistent architecture.
* Collaborates with PG&E IT, Enterprise Program Management and business stakeholders to configure, test, train end users, implement and maintain enterprise program and project management systems, which may include but not be limited to EPPM (Enterprise Portfolio Planning & Management), SPSI (SAP Project System Integration) and Unifier.
* Performs system/data administration and maintenance on CRESS Program Management systems, tools and relational databases, including:
* Enrolling users with appropriate access permissions and maintaining system security
* Monitoring and optimizing system/database performance to enhance user experience
* Planning for and ensuring database backup and recovery as needed
* Maintaining archived data
* Developing and maintaining relational databases
* Running imports/exports of data to/from interfacing systems/tools
* Providing data quality assurance and control
* Trouble shooting and resolving system issues


* Enables superior business performance by developing and enhancing business intelligence dashboards and metrics, and delivering both scheduled and ad hoc reports and queries.
* Creates and delivers user training and provides ongoing technical support of CRESS Program Management systems, applications and tools. Includes development and management of user guides/manuals as needed.

Qualifications

Minimum:

* Bachelors Degree in Computer Science or job-related discipline or equivalent experience
* 8 years of Job-related experience

Desired:

* Masters Degree in Business Administration or job-related discipline or equivalent experience
* 10 years of Job-related experience