Mississippi Power · 1 day ago
Customer Service Technology Analyst
Gulfport, MS
Full-time
Onsite
Mid Level
3+ years expMississippi Power, a subsidiary of Southern Company, provides reliable energy to over 192,000 customers in Mississippi. The Customer Service Technology Analyst position is responsible for providing technical support and strategic vision for customer service systems, acting as a liaison between customer service and technology teams, and managing various technology initiatives and projects.
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Responsibilities
Represent Mississippi Power in system projects to assess needs, identify requirements, and support technology initiatives for system solutions
Provide daily technology support to customer service employees and MPC customer needs, including technical support for desktop applications
Perform analysis on system enhancements and requests; write formal change requests for changes
Provide strategic leadership to coordinate training, communications, integration, enhancement prioritization and roadmap efforts
Prepare business cases: present proposals to peers, management and system-wide committees
Manage project functions – gather requirements, analyze data, identify solutions, perform pre and post implementation testing, coordinate training and document results
Serve as subject matter expert (SME) for customer service and technology needs
Develop and maintain strong working relationships with internal and external stakeholders and vendors
Coordinate initiatives, goals, and enhancements with marketing, power delivery, technology, digital strategy and other departments throughout the company
Provide accurate and timely reporting for performance data
Produce routine and ad hoc reports to meet requests as needed
Communicate system changes to key stakeholders and users and provide training for major change impacts
Identify and implement process efficiencies
Qualification
Required
Bachelor's degree in business, computer science, data science, mathematics, statistics, finance or a related field highly preferred
3 or more years of experience in an operational, data analytics, technology, or customer service support role required
Experience working with customer relationship management (CRM) applications required
Ability to analyze data and present insights accurately and effectively to stakeholders is required
Excellent written and verbal communication skills with the ability to collaborate across complex matrix organizations with leaders at all levels
Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently and effectively present data to appropriate stakeholders
Ability to work effectively with leaders, peers, and vendors
Strong project management skills, with experience managing projects from beginning to end with minimal assistance
Excellent analytical, organizational, and problem-solving skills
Ability to make sound decisions with minimum or no supervision
Initiative and personal accountability
Ability to manage multiple assignments, work efficiently under pressure, and meet deadlines
Ability to work effectively in a team environment and assume a leadership role on project assignments
Current SAFe Product Owner/Product Manager (POPM) 6.0 certification preferred. Candidates without this certification must demonstrate the capability and commitment to obtain it within a specified timeframe upon hire
Proficiency in Microsoft Power BI, including experience in creating data models, dashboards, and reports to support business decision-making highly preferred
Strong technical skills and proficiency working with Excel, Word, Access, Monarch, DataMart, Avaya, IDMS, Verint, SharePoint, and/or Oracle applications is a plus
Management of the Avaya workforce optimization software
Preferred
Project management experience desired
Benefits
Competitive base salary
Annual incentive awards for eligible employees
Health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being
Incentive program
Company
Mississippi Power
Mississippi Power is an investor-owned electric utility with 456 preferred stockholders. It is a sub-organization of Southern Company.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2002-03-26IPO
Leadership Team
Matt Grice
Vice President, Treasurer and Chief Financial Officer
Jenny Stogner
HR Business Partner
Recent News
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