Process Analyst - Customer Ops

Requisition: 83991

PSEG Company: Public Service Electric & Gas Co.

Salary Range: $ 93,600 - $ 148,200

Work Location Category: Hybrid

We’re one of the country’s largest energy companies, with a vision of powering a future where people use energy more efficiently and it’s safer and delivered more reliably than ever. We’re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.

Here, you’ll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued.

We offer a flexible work environment designed to balance employee needs with collaboration and operational excellence. Roles fall into two categories:

Onsite: Employees work onsite daily.

Hybrid: A blend of remote and onsite work, with at least three onsite days per week required.

As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you’re looking for a place where you can build a meaningful career and help power and support our communities, we’d love to welcome you to the team.

PSEG is not offering visa sponsorship for this position.

Job Summary

At this time, only current PSEG employees are being considered.

Customer Care Billing Operations maintains customer accounts and ensures the accurate and timely billing of PSE&G’s utility customers. The Billing Analyst team supports Billing Operations by forecasting workloads, monitoring system performance, tracking employee performance metrics, driving efficiency through process improvements, compiling data analytics, supporting cross‑functional initiatives, and assisting with IT projects. This role is accountable for interpreting trends and identifying strategic opportunities for operational improvement.

The work is varied, fast-paced, and highly collaborative across the Customer Care organization. Periodic travel between company locations (Bordentown, Springfield, and Edison, NJ) may be required, and the successful candidate must be flexible with their work schedule.

Job Responsibilities

Analytics, Operations Support & Reporting

• Provides analytical and operational support to business operations, including ownership of advanced models, data interpretation, and identifying performance trends. Prepares and maintains daily, month‑end, quarter‑end, and year‑end operational and benchmarking reports. Reviews and maintains existing reports to ensure data accuracy. Develops new dashboards to support Billing Operations performance goals. Analyzes data and presents actionable insights to stakeholders. Identifies opportunities to automate and enhance existing processes.
  
  Monitors and maintains SAP Business Workflow. Conducts root‑cause analysis to resolve system and process issues. Ensures knowledge transfer and compliance. Maintains standard operating procedures and process documentation. Mentors peers and serves as a subject‑matter resource for complex billing topics. Supports EDI Billing and Interdepartmental accounts by identifying systemic issues and corrective actions.

SOX & Business Controls

• Applies PSEG Standards for Business Controls and meets expectations for effective internal controls. Performs routine Sarbanes‑Oxley controls, collaborates with internal and external auditors, and evaluates the impacts of audit findings. Conducts reconciliations and reporting related to business controls, analyzing failures and recommending improvements.

Projects, Process Improvements, Initiatives

• Supports the development, recommendation, and implementation of new procedures and process improvements, assessing end‑to‑end impacts and recommending optimized…