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Job DescriptionENERGY FOR WHAT’S AHEADAre you looking to make a difference in your career? We’re working on smarter grids, cleaner energy and tools to help people manage energy more efficiently.About Customer & Operational ServicesSouthern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.You are inspired to work in a company that is forward facing. You want to play a big part in making meaningful decisions. You thrive when using your organizational planning skills, and keen sense of vision, transform and lead an elite team, whose work directly impacts our customers. At the end of the day, you desire to build real change—for the better for everyone. Does this sound like you?The job …As a Technical Writing Analyst, you will be joining our Training and Knowledge Management team of Customer Service Operations Division’s (CSOD) PSS&I group. Your primary responsibility will be to work with other team members and internal clients to ensure operational business functions are documented and approved. You will accurately and thoroughly document CSOD business processes, which is critical to the operations of CSOD and SCE. Key business functions your role will support documenting include Revenue Services back office activities such as billing, credits, receivables, payments, and Customer Contact Center (CCC) front office activities for the call center.Work includes:
Procedure writing.
Client/SME Interviews and reviewing documentation.
Evaluate business requirements or processes and develop necessary procedures or job aids to support operational training.
Ensure compliance with regulatory and compliance requirements as necessary.
Write, develop, or revise existing documentation which may include schematics, diagrams, written and verbal descriptions following established standards and guidelines.
Maintain files and records of the research and final documentation aligning to current information governance policy and knowledge repository standard.
Responsibility will also include supporting internal knowledge repository (SCE’s FETCH tool) on portal by ensuring content is accurate and relevant for CSO employees to reference when they answer customer calls.
May act as a lead and provide subject matter expertise on technical writing effectiveness.
The day to day…
Meet with subject matter experts (SME’s) to document desktop procedures and job aids.
Broad knowledge of SCE Customer Contact Center policies and procedures as it relates energy advisors daily work.
Research requests, develop and update SharePoint (FETCH) web pages and manage document library content.
Validate and know which content to use from training materials for portal content by meeting with project managers or subject matter experts.
Working with CCC and partners to address support and resolve requests.
Manage stakeholder expectations ensuring service level agreement met.
Collaborate with other departments to craft SharePoint (FETCH) web page content for call center energy advisors.
Analyze content, such as training material and email communications (CCOALLs) to update web page content.
Identify process improvement opportunities by analyzing current work processes, challenging status quo (“we’ve always done it this way”), and providing solutions for more efficient completion of activities.
Other duties as assigned.
QualificationsQualifications you need…
Five or more years of experience developing documentation for business processes and procedures.
Two or more years of experience in an analytical role.
Advanced skills with MS Word and Adobe Acrobat Professional.
Intermediate skills with MS Excel, Visio and SharePoint.
Other details that will set you up for success …
Lean process improvement.
Ability to identify process improvement opportunities.
Bachelor’s degree in applicable profession, business, or technical discipline.
Experience with CSOD Contact Center FETCH application.
Strong critical thinking.
Strong written and verbal communication skills.
Maintain and support web content.
Demonstrated experience identifying customer and business problems and support the creation of product requirements and plans to pursue opportunities to address identified problems.
You should know …
Relocation is not available for this position.
You are legally authorized to work directly as employee for any employer in the United States without visa sponsorship.
We offer a fantastic Total Rewards Package that includes things like a wide selection of health plans, preventative health reimbursement, 401(k) savings plan with company match and automatic company contributions, tuition reimbursement, professional development, volunteer programs, employee assistance program, electric service discount, and many more perks.
Why Edison?The people here at Edison don't just keep the lights on. Our mission is so much bigger. We are fueling the kind of innovation that is changing an entire industry, and quite possibly the planet. You’ll have a chance to grow your career and make a difference in the world.SCE serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. As a company, we have big dreams and we know nothing big is ever accomplished alone. Join one of the nation’s leading electric utilities in making sure California, and all of us who live here, shine bright.At SCE we celebrate our differences. We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.#LI-MM1
Vacancy expired!