Information and Support Analyst

The Information & Support Analyst provides timely and courteous service by providing correct and coherent answers to participant inquiries. The position requires the ability to interpret, analyze and summarize complex legal and technical information to resolve participant questions and issues with markets, system operations, transmission services, settlements, and financial assurance. This position carries both the expectation and the opportunity for an ever deepening knowledge of all aspects of ISO operations, collaboration with ISO business owners, and interaction with participants about their business needs.

What we offer you:

• Hybrid work schedule with 2 days/week onsite
• Relocation Assistance
• Base salary plus performance bonus program, professional development and tuition reimbursement, enhanced 401k and financial planning, wellness programs with onsite gym, onsite cafe with free coffee, flexible work hours, access to business networks & more, all in a stable and supportive work environment!

How you will make an Impact:

• Provide timely and courteous participant support by resolving issues with doing business with ISO and supplying correct and coherent answers to participant inquiries received by phone, the self-service portal, and email thereby ensuring participants have a positive experience doing business with the ISO.
• Research participant questions and issues by interpreting, analyzing, and summarizing the Transmission, Markets and Services Tariff, manuals, procedures, user guides, and other documentation.
• Collaborate with department members and ISO business owners as appropriate. Develop and improve procedures, performance support tools, FAQs, and Salesforce knowledge articles.
• Assist with department and participant readiness for market, application software, and procedure changes. Send participant notices and conduct phone outreach.
• Information & Support Analysts rotate responsibility for on-call coverage via pager outside of call centers hours for about 13 weeks each year and are compensated in addition to base salary in accordance with the company policy for on-call duty.
• Support other Participant Support & Solutions functions such as serving on project teams, mentoring new participants, and executing membership responsibilities.

What we are looking for

• Bachelor's Degree in Engineering, Business, Economics, Mathematics, or other technical field. Other fields of study considered with evidence of analytic ability and business acumen.
• Interpersonal skills and the ability to communicate clearly and concisely in both written and oral forms
• Business judgment and the ability to interpret, analyze, and summarize complex legal and technical information to resolve issues
• Ability to synthesize information to develop procedures, performance support tools, FAQs, and the Salesforce knowledge articles
• Proficiency with Microsoft Office Suite desktop applications
• Ability to work independently and with others, and meet deadlines, in a rapidly changing environment. The analyst can handle multiple tasks simultaneously and meet deadlines in a fast-paced environment.
• Demonstrated excellent written and oral communication skills

• Desirable qualities include:
• Experience in the bulk power industry and with wholesale electricity markets
• Knowledge of wholesale electricity markets and the Transmission, Markets & Services Tariff, manuals, procedures, user guides, and website for ISO New England (or other Regional Transmission Organization or power pool)
• Knowledge of ISO New England's settlement processes

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Equal Opportunity: We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), gender identity or expression, sexual orientation, citizenship, national origin, age, ancestry, marital status, disability (including learning, mental, intellectual, and physical), service in the uniformed services, genetic information, or any other status protected by applicable law.

Drug Free Environment: We maintain a drug-free workplace and perform pre-employment substance abuse testing.

• ISO New England Inc., One Sullivan Road, Holyoke, Massachusetts, United States of America