Energy Software Support & Implementation Analyst

Location:

Houston, Texas, United States

Job ID:

R0045829

Date Posted:

2024-03-08

Company Name:

HITACHI ENERGY USA INC

Profession (Job Category):

Engineering & Science

Job Schedule:

Full time

Remote:

No

Job Description:

General Information:

Hitachi Energy is seeking an Analyst for a customer-facing, highly collaborative position. This role is the interface between customers and Hitachi Energy and has ownership for facilitating the resolution of software issues and features. You will promote productive and positive relationships with customers in your assigned portfolio during day-to-day interactions. As a Customer Advocate, you will engage with the customer on their use of the software, owning the customer relationship and their satisfaction with services and deliverables. You will collaborate with development, product management, and project consultants to provide analysis, documentation, and testing of software issues and features. You will also participate in and contribute to team efforts, assist with management decisions, and manage the timely delivery of your individual contributions. Key success factors in this role include strong and professional competencies in communication, documentation, teamwork, problem-solving, active listening, and analytical skills.

Your Responsibilities:

• In depth support of clients performing retail and wholesale load settlement for electric utilities in US retail choice states. Deliver extensive industry and software expertise to understand, troubleshoot, analyze, and resolve software issues reported by customers or identified during implementation projects.

• Tracking and prioritizing client queries, implementation issues, and development items.

• Accurately document the business/functional natur2 of the reported issues and features; engage and collaborate with internal cross-functional teams, e.g., product management and development, on issues requiring escalation.

• Produce specifications of business requirements and processes in support of software implementations and support issues which can be used for development and testing.

• Development, execution, and documentation of functional testing for custom releases, defects, and implementations.

• Apply and utilize knowledge gained from industry/product expertise and technical understanding to quickly identify issues and render solutions.

• Effectively evaluate issues as maintenance vs enhancement, understanding the business magnitude of the issues for the customer in the context of competing priorities

• Produce custom instruction documentation and conduct client learning.

• Prioritize defects and enhancements in roadmap discussions with product management.

• Engage in proactive and independent self-study to develop knowledge of the software package and associated business understanding.

• Provide an outstanding customer experience.

• Be the customer's advocate by representing their needs and concerns inside of Hitachi Energy; serve as an escalation point for issues beyond the scope of Customer Experience.

• Receive and respond promptly to all customer inquiries; ensure that customer inquiries are resolved in a timely manner.

• Build strong relationships with both customer and Hitachi Energy's on-site personnel to help make every customer experience positive.

• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your Background:

• Bachelors Degree.

• 2+ years of related experience in a customer facing role analyzing business needs

• Candidates must already have a work authorization that would permit them to work for Hitachi Energy in the United States.

• Ability to take the lead on all customer communications; history of strong ownership for driving projects or tasks.

• Excellent time management, decision-making, presentation, relationship, and organizational skills.

• Passion for process improvements, efficiency, and continuous professional improvement.

• Must thrive in a fast-paced, time-compressed, and dynamic environment.

• Ability to prioritize competing task assignments.

• Proven abilities to produce, read, analyze, and comprehend functional, technical, and test documentation.

• Effective written and verbal communications for internal and external consumption at all levels of an organization.

• Proficiency using Microsoft Excel for data analysis and visualization.

• Process-oriented problem solver, passionate about continuous improvement.

• Bonus: Intermediate level ability writing Oracle SQL queries (joins, aggregation, conversion between and functions for date/number/character)

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by calling a Hitachi Energy HR Representative at 1-888-504-2007 or by sending an email to: us-pg-askhr@abb.com. Resumes and applications will not be accepted in this manner.