ISO New England is the independent system operator responsible for ensuring the safe and reliable flow of electricity in our region and planning for the future of the electric grid. The Energy Market Support Analyst provides timely support and resolves participant inquiries while analyzing complex legal and technical information related to market operations.
Responsibilities
- 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
Skills
- A bachelor's degree in engineering, Business, Economics, Mathematics, or other technical field. Other fields of study are 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
- 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
Benefits
- Comprehensive health insurance (medical, dental and vision)
- Flexible spending and health savings accounts
- A 401(k) plan with generous employer contributions and a student debt benefit
- Life and AD&D insurance
- Disability insurance
- Critical illness and hospital indemnity benefits
- Paid time off
- Paid leave
- A wellness program
- An employee assistance program
- Other great company perks
Company Overview
Keeping the power flowing reliably and at competitive prices to the homes, businesses, and industries across the six diverse states of New England is a complicated, demanding, and ever-evolving job. It was founded in 1997, and is headquartered in Holyoke, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is http://www.iso-ne.com.
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