Customer Reliability Analyst

** Job Posting End Date
** 03-05-2026

Please note the job posting will close on the day before the posting end date.
** Job Summary
** The Center for Customer Reliability (CCR) Analyst (Functional System Analyst) plays a critical role in monitoring and improving customer-level reliability across the electric distribution system. This position is responsible for identifying reliability risks, analyzing circuit performance, and triggering investigative and mitigation actions—such as drone inspections and circuit de-risking efforts. The analyst will work with diverse datasets and tools to deliver actionable insights that enhance grid performance and customer experience.
** Job Description
**** Functional System Analyst Assoc.

- Functional System Analyst Sr.:
**** What You'll Do:**
* ** Customer-Level Monitoring & Reporting**  + Continuously monitor customer-level reliability metrics and performance indicators.  + Develop and maintain dashboards and reports to communicate reliability trends and emerging risks.
* ** Reliability Risk Identification**  + Analyze data to detect patterns and anomalies that may indicate reliability risks from diverse datasets that we have out there.  + Collaborate with internal teams to prioritize circuits for investigation and remediation.  + Trigger and coordinate drone team deployments for field investigations.  + Recommend and track mitigation strategies to improve circuit reliability.
* ** Data Integration & Analysis**  + Creating queries to work with large-scale and complex datasets including AMI (Advanced Metering Infrastructure), SCADA, OMS (Outage Management System), and others.  + Utilize power query to clean, merge, and analyze data to support reliability insights and decision-making. Utilize Power BI to analyze results.
*
* What We're Looking For:

**** Functional System Analyst Associate:
**** Education and Experience requirements are listed below:
*** 4 years of experience in IT systems support with High School Diploma or GED
* 2 years of experience in IT systems support with Associates Degree in business or IT
* 0 years of experience in IT systems support with Bachelor's Degree in business or IT
** OTHER REQUIREMENTS:
*** The level of expertise and competence required to carry out these responsibilities varies with the position level in this job family.
* The competence and skill level increase with the position level.
* These skills and qualifications at each level are given on the attached matrix which is an integral part of this position description.
** Functional System Analyst:
**** Education and Experience requirements are listed below:
*** 6 years of experience in IT systems support with High School Diploma or GED.
* 4 years of experience in IT systems support with Associate Degree in business or IT
* 2 years of experience in IT systems support with Bachelor's Degree in business or IT
** OTHER REQUIREMENTS:
*** Demonstrates good listening skills and a sincere understanding of client business needs.
* Ask questions to clarify understanding.
* Relates on a personal level; positive friendly and engaging.
* Outgoing and comfortable in diverse groups.
* Uses Communications Technology (voicemail, e-mail, Internet) effectively balancing with appropriate face to face communications.
* Able to read reactions of an audience and adjust delivery style to fit the audience.
* Able to develop and present business documents and reports clearly, concisely and effectively.
* Demonstrate strong training and presentation skills.
** Functional System Analyst Sr.:
**** Education and Experience requirements are listed below:
*** 8 years of experience in IT systems support with High School Diploma or GED.
* 6 years of experience in IT systems support with Associates Degree in business or IT
* 4 years of experience in IT systems support with Bachelor's Degree in business or IT
** Preferred Technical Skills (ALL Levels):**
* ** Programming & Data Analysis:
** Python, R, SQL
* ** Visualization & Reporting Tools:
** Power BI
* ** Cloud & Data Platforms:
** Databricks, Amazon Sage Maker
* ** Other Tools:
** Familiarity with GIS, MACSS (Customer Information System), Storms, Microsoft Office Suite (Power Automate, Lists,…