Mission Statement

• Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company's mission by excelling at our three corporate priorities - safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Core Responsibilities

• The Product Analyst will work on the Digital Services Team on the Digital Customer Experience Program which seeks to enhance the customer experience through providing support and business analysis to aid in the development and comprehensive iterative redesign/re-platforming of all digital channels, including the Company's website, smart devices, and Data Sharing Apps. The Product Analyst will also work towards accomplishing Customer Operation goals that include: reducing overall costs, growing the business, satisfying customer needs and promoting a competitive market. The Product Analyst will also will evaluate system corrections, modifications and prepare detailed specifications to implement requested corrections and enhancement to the digital experiences. They will participate in the design of system modifications and serve as a liaison to Product Owners and other teams (ex: Information Technology, Vendor, or Business).
• Support monitoring, tracking, and manage risks and issues on initiatives, including data analysis of issues for resolution.
• Collaborate with the Product Owner to define and prioritize product features based on business objectives, customer needs, and market trends.
• Conduct research and analysis to identify customer needs, business requirements, and user stories and document processes and requirements for feature development.
• Facilitate backlog refinement sessions with the Product Owner and development team to ensure backlog items are well-defined, estimated, and prioritized.
• Prepare presentation decks for digital efforts and projects.
• Support User Acceptance Testing (UAT) and business testing with testing team.
• Support a customer-centric culture, taking special interest in meeting the needs of external and internal stakeholders.
• Utilize available technology and apply creative solutions to improve the quality, efficiency and productivity for the Digital Service program.
• Provide administrative support for the Digital Services program to support planning efforts and coordination.
• Provide back-up and coverage on the team's intake and Governance process. This includes documenting meeting minutes, running meetings, and updating tracking tickets with pertinent information.
• Work with Operating Areas to analyze defects and user requests.
• Facilitate communication and collaboration between cross-functional teams to ensure alignment and understanding of product goals and priorities.
• Document the analysis of requests for Digital Services teams to use in their development.
• Ensure uniform and consistent administration and compliance of all company practices and procedures including the Office of Diversity and Inclusion (ODI), the Company's Code Of Conduct, environmental and safety, as well as governmental regulations.
• Participate in the design of system modifications to satisfy user requests.
• Perform other related tasks and assignments as required.

Required Education/Experience

• Bachelor's Degree and with 2 years of related work experience or
• Associate's Degree and with 3 years of work expereince or
• High School Diploma/GED and 5 years of work experience or

Relevant Work Experience

• 2 years Work experience in Customer Service. Knowledge of all facets of Customer Operations including, but not limited to Customer Accounting, Gas & Electric Service Rates, Customer Relations, Investigations (Complaint and Billing), Auditing, and Employee Relations. Required Required and
• 2 years Ability to analyze system issues and design system changes or enhancements Required and
• Must have excellent oral and written communications skills Required and
• 2 years Experience with Microsoft Office applications, including proficiency in Excel Required and
• 2 years Experience in Customer Operations. Required and
• 2 years Experienced team player who has demonstrated a high regard for personal responsibility and can work with little or no supervision. Required Required and
• 2 years Must have the ability to manage multiple assignments and changing priorities. Required and
• Must be well organized, and detail oriented. Preferred and
• Must be able to effectively interact with internal and external organizations and various levels of management. Preferred and
• Experienced in business process analysis. Preferred or
• Experienced with Issue tracking and analysis. Preferred and
• Experience in producing formal presentations and documentation for executive and regulatory share out. Preferred and
• Experience working in an agile setting Preferred

Licenses & Certifications

• Driver's License Required
• Other: Agile Certification 180 Days Preferred

Other Physical Demands

• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.

Technical Difficulty Statement

• For technical issues, please contact us at careerconnect@coned.com

Equal Opportunity Employer

• Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) are equal opportunity employers. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of the individual's actual or perceived disability, protected veteran status, race, color, creed, religion, sex, age, national origin, gender, gender identity, gender expression, genetic information, marital status, sexual orientation, citizenship, domestic violence victim status, or any other actual or perceived status protected by law.