Customer Services Support Senior Business Analyst
Apply (https://dukeenergy.wd1.myworkdayjobs.com/en-US/search/job/Charlotte-NC/Customer-Services-Support-Senior-Business-Analyst_R39804/apply)
remote @type
Virtual
locations
Charlotte, NC
Various Locations, NC
time @type
Full time
posted on
Posted Today
time left to apply
End Date: May 26, 2026 (2 days left to apply)
job requisition id
R39804
Important Application Submission Information
In order to ensure your application is successfully received before the job posting expires, please submit your application by 11:59 PM on Monday, May 25, 2026
More than a career - a chance to make a difference in people's lives.
Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.
Position Summary
This position is responsible for performing business analysis while analyzing, designing, developing, and reporting out of Hana in support of operational efficiencies, customer satisfaction, and enabling a favorable regulatory environment. This position is accountable to develop complex queries against our Piedmont data, perform statistical analysis, and other financial or business process analysis in the delivery of critical business initiatives. It applies strategic business analysis and conducts process reviews with key stakeholders to ensure accurate analysis and reporting. This position builds and maintains strong working relationships with IT business partners and other key stakeholders across the organization. It is accountable to document comprehensive business requirements and test plans with other members of Customer Data Support to deliver strategic business results. Works to ensure continuous process improvements/business excellence. This position supports an organization that works with key stakeholders at all levels, including supervisors and management in the Customer Services Operations organization across assigned jurisdictions to achieve customer service strategies, goals, objectives, and change integration initiatives.
Responsibilities
Supports Project Management and Change Initiatives
Provides business analysis for designing, developing, testing, and implementing business data output.
Facilitates sessions with diverse teams across Customer Services Operations to come to closure and agreement of changes to requirements for reporting.
Identifies best practices or process improvement opportunities.
Engages and communicates effectively with fellow employees and key stakeholders in identifying opportunities for improvement by leveraging resources, processes, and technologies.
Implements improvement initiatives that deliver excellent customer service, maintaining high levels of customer satisfaction and loyalty.
Develops and runs business queries required to perform complex business analytics.
Collaborates extensively with IT business partners and operations subject matter experts to build comprehensive business requirements that ensure thorough development of technical design specifications and creates IT work tickets or requests as needed.
Supports corporate business continuity and storm response for Customer Services as needed.
Communicates Effectively and Manages Change
Provides input for strategies and goals as requested by the leadership team, communicating sound vision and perspective during the customer service planning process.
Collaborates with other organizations in Customer Services Operations to ensure their expectations are achieved and issues are resolved in a timely manner.
Maintains effective communications and working relationships with other groups and departments to support successful project design, implementation and adoption of new processes and initiatives.
Maintain a Safe and Productive Work Environment
Contributes to a positive work environment where fellow employees work safely and efficiently.
Maintains productivity and focus, keeping management well informed of project deliverables and emerging issues/opportunities as required.
Adopts and models the safety guiding principles.
Supports a consulting culture, mindset, and results-oriented environment within the organization that drives teamwork.
Maintains strong project management, effective change management, process reengineering, and superior business case development skills.
Required/Basic Qualifications
Bachelors degree
In addition to required degree, three (3) years related work experience
In lieu of Bachelors degree(s) AND 3 year(s) related work experience listed above, High School/GED AND 7 year(s) related work experience
Desired Qualifications
Bachelors degree
In addition to desired degree, 3 years related work experience
Project Management Professional
A minimum of one year experience with SAP ISU and Hana Studio
In depth knowledge and understanding of the Customer Data Model, particularly Piedmont's data.
Familiarity with Piedmont's Billing policies and practices.
Experience in developing and troubleshooting SSRS reports.
Additional Preferred Qualifications
Demonstrated leadership skills with diverse teams
Demonstrated problem solving skills
Demonstrated analytical skills
Proficient in MS Office products - Teams, Word, Excel, PowerPoint, Sharepoint, Access, etc.
Recognized mindset/approach to continuous improvement
Demonstrated solid written and oral communication skills
Demonstrated ability to drive change in the organization at both strategic and operational levels
Excellent facilitation, motivational and interpersonal skills
Candidate must be committed to corporate values and strategic objectives
Working Conditions
Virtual Mobility Classification - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to the designated Duke Energy facility.
Travel Requirements
Relocation Assistance Provided (as applicable) No
Represented/Union Position No
Visa Sponsored Position No Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.
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Brighter opportunities. Brighter futures. Duke Energy values ideas that come from a diverse and inclusive workforce, and we're dedicated to providing a work environment where all people are valued, respected and able to reach their full potential. Duke Energy is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, childbirth or related medical conditions, including but not limited to lactation, religion, national origin, ancestry, ethnicity, citizenship, sexual orientation, gender identity, gender expression, age, marital status, physical or mental disability, genetic information, medical condition, military status, or protected veteran status. Duke Energy complies with all applicable state, federal and local laws, regulations and ordinances prohibiting discrimination.
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