Analyst III, Retail Ops

Primary Purpose of Position

Constellation is seeking a qualified professional with proven experience and results to join our Retail Operations team as an Analyst III. The Analyst III position within Retail Operations is responsible for monitoring and executing day-to-day workflow activities as well as managing medium to complex exception handling activities while meeting service level agreements with internal and external customers. The Analyst III is responsible for subject‑matter expertise and problem resolution in the assigned business function areas.

The Analyst III will directly collaborate with team members, project groups, Information Technology, and cross‑functional teams to support changing business needs, including system testing and peer training on new projects/technology.

• Ensure an efficient customer experience by performing high volume order‑to‑cash activities, including managing pricing and billing data to maintain accuracy and minimize risk, enrolling customers with utilities for timely service activation, processing contracts and confirmations to support SOX compliance, managing customer payments for accurate cash posting and revenue recognition, ensuring timely third‑party payments, responding to internal and external inquiries accurately and promptly, and providing vendor and system support.
• Exercise independent judgment and analytical abilities, leveraging subject matter experts when necessary, to investigate discrepancies in work processes. Take necessary actions to resolve issues and work with other functional teams as needed.
• Perform root cause analysis, compare, and evaluate alternatives using discretion to select and execute the appropriate course of action to fully resolve customer issues such as courtesy credits, partnering with other functional teams, and leveraging alternate technologies as needed.
• Review and communicate issues to team members, leads, management and stakeholders with emphasis on customer information.
• Initiate and foster collaboration with team members to ensure seamless customer support and knowledge transfer.
• Interface with internal and/or external customers in handling and resolving inquiries as needed.
• Proactively communicate workflow system or process concerns to avoid or fully remediate issues that cross multiple groups.
• Adopt and support change management activities.
• Proactively challenge the status quo to automate and improve processes through innovation by creating and/or leveraging new technologies or work processes, with focus and intent on implementing their sustainable solutions.
• Analyze data, identify trends, and recommend improvements that drive operational efficiency and quality.
• Leverage subject matter expertise in working with project groups, Information Technology, and cross‑functional teams for key deliverables.
• Identify and create business requirements for enhancements to systems and existing processes, based on understanding and evaluating business needs.
• Participate in User Acceptance Testing (UAT) by executing test scripts to validate business processes, system enhancements and defect fixes.
• Develop test scripts for business processes, system enhancements and bug fixes as needed.
• Maintain an understanding of business, contractual, regulatory, and market policies/tariffs and ensure assigned workflow processes are aligned.
• Ensure that all Sarbanes‑Oxley (SOX) Key Controls and other company policies are followed.
• Travel required as necessary to meet business needs.
• In‑person attendance for training, all‑hands meetings, and other meaningful engagements.

• Ability to operate independently with guidance from manager.
• Has acquired a high level understanding of the group's overall processes, with process improvement in mind (challenge the status quo).
• Strong knowledge of customer service procedures, principles, interpersonal skills and strong communication.

• Bachelor's degree in Business, or 2 years of equivalent experience in lieu of the degree.
• Prior experience in the retail energy industry using CRM and/or Order‑to‑Cash workflow systems.
• Ability to adapt to changing…