Process Analyst

Date: Jul 10, 2024

Location: Little Rock, Arkansas, United States

Company: Entergy

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, LLC

The preferred location for this position is Little Rock, AR. Qualified candidates within Entergy’s service territory may be consider (Louisiana, Texas, Arkansas, or Mississippi)

JOB SUMMARY/PURPOSE:

Internally classified as “Analyst,” the Process Analyst will be responsible for supporting our contact centers, digital channels, and journey owners in meeting their analytical, decision-making, reporting, and metrics requirements. The successful candidate will serve as an expert in translating complex data into value-adding business insights and actionable findings. This work involves discovering business narratives told by the data, identifying and quantifying opportunities for improvement, “selling” the case for change of proposed initiatives to stakeholders and leaders, and tracking/measuring implementation progress and results.

JOB DUTIES/RESPONSIBILITIES:

1. Model:

• Understand available data sets

• Collaborate with data engineering team to identify unique opportunities to collect new data.

• Perform data studies of new and diverse data sources and find new uses for existing data sources.

1. Analyze:

• Extract key observations and insights from internal and external data sources to support decision-making.

• Data exploration, cleansing, validation and testing in order to optimize processes and discover value.

• Collaborate with stakeholders, business partners, colleagues, developers, and business analysts to deliver high quality value-adding analytics solutions.

• Support in the development and maintenance of automated applications, tools and processes

• Communicate results and conclusions in both written and oral presentation formats

• Creating business intelligence, dashboards, visualizations, and/or other advanced analytics reports to adequately tell the business narrative and offer recommendations that are practiced, actionable, and have material impact, in addition to being well-supported by analytical models and data.

1. Improve:

• Identify and quantify opportunities for driving positive change.

• Develop business cases, financial models, and supporting documentation to articulate the case for change and expected benefits to leadership.

• Collaborate with internal and external stakeholders to

• Collaborate with other business units and stakeholders to identify opportunities for process and technology improvements.

• Foster a culture of data-driven decision making across the organization.

• Engage with leaders to gain financial sponsorship by developing businesses cases in collaboration with IT, Supply Chain, Legal, Finance, Corporate Analytics, and the Operating Companies.

• Deliver effective presentations of findings and recommendations to multiple levels of stakeholders, creating visual displays of quantitative information

1. Monitor:

• Measure completion of change initiatives

• Quantify the results of implemented changes against projections and expectations

MINIMUM REQUIREMENTS

Minimum education required of the position

• Bachelor's Degree in a technical or business-related field required or equivalent work experience.

• Desired: Bachelors degree in one of the following areas: Process Engineering, Industrial Engineering, Data Science, Mathematics, Qualitative Analysis, Statistics/Forecasting, Business Economics

• Desired: Masters of Business.

Minimum experience required of the position

• Analyst I - 0-2 years of professional experience

• Analyst II - 2-4 years of professional experience

Minimum knowledge, skills and abilities required of the position

Business Acumen & Domain Expertise:

• Previous experience in customer service strategy and/or analytics groups

• Knowledge of data and processes in customer service, digital channels (web, mobile, SMS, IVR), and/or regulated utilities

• Experience collecting, assimilating, analyzing, and using data to create business cases and value initiatives in terms of cost savings, revenue generation, and/or customer sentiment, particularly with respect to customer service metrics like CSAT, NPS, First Call Resolution, Digital Engagement, Channel Adoption, and calls-per-customer.

• Expertise monitoring, quantifying, and reporting the delivered value of improvements and initiatives.

Soft Skills:

• Excellent verbal and written communication skills as well as the ability to bridge the gap between data science and business management.

• Demonstrated problem solving, decision making and attention to detail.

• Experience in leading change management and affecting positive organizational, process or culture change.

• Strong organizational and prioritization skills and ability to multitask in a fast-paced environment.

• Strong critical thinking skills and the ability to relate observations and hypotheses to the Company’s products or services.

Analytical Skills:

• Strong analytical skills

• Strong intellectual curiosity and affinity for numbers

• Working knowledge of statistics, programming, and predictive modeling

Desired Data Science Experience:

• Strong understanding of and ability to use programming languages (e.g., Python, SQL, SAS, R, Power BI, etc.)

• Experience writing queries and developing data visualization tools for mining and synthesizing large datasets (e.g., Python, SQL, SAS, R, Power BI, etc.)

• Demonstrated high proficiency developing Microsoft Power Platform solutions, including Power Apps and Power Automate

• Mastery of statistics, machine learning, algorithms, and advanced mathematics

• Strong knowledge of basic and advanced prediction models

• Data mining knowledge that spans a range of disciplines

• Previous experience working in data mining or natural language processing

Primary Location: Arkansas-Little Rock Arkansas : Little Rock || Louisiana : New Orleans || Louisiana : West Monroe || Mississippi : Jackson || Texas : The Woodlands

Job Function : Professional

FLSA Status : Professional

Relocation Option: No Relocation Offered

Union description/code : NON BARGAINING UNIT

Number of Openings : 1

Req ID: 115131

Travel Percentage :Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere (https://jobs.entergy.com/content/EEO/?locale=en_US) to view the EEI page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here (humanr@entergy.com?subject=Accessibility) and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. 41 CFR 60-1.35(c). Equal Opportunity (https://www.dol.gov/agencies/ofccp/manual/fccm/2l-equal-opportunity-clauses-and-other-requirements/2l00-equal-opportunity) and Pay Transparency (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf) .

Pay Transparency Notice:

Pay Transparency Nondiscrimination Provision (dol.gov) (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.

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