Solutions Data Analyst

The person in this position will conduct data analysis of key trends embedded in participant inquiries, identifying patterns, and discovering critical knowledge gaps that can then support the ISO's decision making about what resources may be needed to address gaps or proactively anticipate and serve participant needs. Strong analytics will lead to the development of more targeted technical readiness and real-time support for participants on daily interactions with the ISO. The Information and Solutions Data Analyst will also resolve inquiries and develop supporting materials in anticipation of participants' needs. While the analyst is an individual contributor, their success hinges on thoughtful and effective collaboration in inter- and intra-departmental teams.

The position requires the ability to interpret, analyze, and summarize complex technical and regulatory information to resolve participant questions and issues across markets, system operations, transmission services, settlements, and financial assurance areas. Tracking data trends requires adeptly understanding individual issues and their resolution, from which broader trends can be identified and additional analysis can be performed. 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

• Utilize analytical, statistical, and programming skills to collect, analyze, and interpret large data sets, in order to find patterns and trends so as to uncover insights.
• Enhance data collection procedures to include all relevant information for developing analytic systems, processing, cleansing, and validating the integrity of data to be used for analysis or to forecast outcomes
• Research participant questions and issues by interpreting, analyzing, and summarizing the Transmission, Markets and Services Tariff, manuals, procedures, user guides, and other documentation.
  
  
  
  • The data analyst will identify patterns, and discover critical knowledge gaps as they become more familiar and experienced with the participant experience and the case resolution process. With this experience and the results of their analysis, they can better identify what resources may be needed to address gaps or proactively anticipate and serve participant needs.
  
  
  
  
• Make timely recommendations to effectively solve problems, using independent judgment consistent with policies, procedures, tariff and other governing language
  
  
  
  • Develop data-driven solutions to difficult business challenges and improve procedures, performance support tools, FAQs, and Salesforce knowledge articles. Collaborate with department members and ISO business owners as appropriate so as to implement prioritized recommendations.
  
  
  
  
• Develop and produce reports with related dashboards and charts that summarize the trends or findings, and describe the conclusions and actionable recommendations.
• Assist with participant readiness for market, application software, and procedure changes.
• 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.
• Support other Participant Support & Solutions functions such as serving on project teams, mentoring new participants, and executing membership responsibilities.

What you need to be successful

• Bachelor's Degree in Computer Science, Data Science and Analytics, Mathematics, Business, or other related technical field. Other fields of study or Certifications considered with evidence of analytic ability, business acumen, and relevant years or experience.
• 5+ years of related experience
• Experience with some or all the following: Predictive Modelling, Data Cleaning, Data Visualization, Segmentation Modelling, Natural Language Processing, Graph Database Knowledge, API Usage, Database Querying, Software Development, Applied Mathematical Modelling, Programming for Automation
• Experience with R and SQL or other querying languages (e.g., SOQL in Salesforce)
• Proficiency with Microsoft Office Suite desktop applications and advanced Excel capabilities
• Strong analytical skills enabling comprehension of complex business scenarios; including the ability to define problems, collect & analyze data, establish facts, and draw valid actionable conclusions.
• Ability to synthesize information to develop procedures, performance support tools, FAQs, and the Salesforce knowledge articles
• 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.

Desired not required

• 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)
• Salesforce and related data quality and analysis tools

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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