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ISO New England Inc. · 2 weeks ago

Energy Market Support Analyst

Holyoke, MA

Full-time

Hybrid

Entry, Mid, Senior Level

$71K/yr - $105K/yr

ISO New England is the independent system operator responsible for ensuring the safe and reliable flow of electricity in our region and planning for the future of the electric grid. The Energy Market Support Analyst provides timely support and resolves participant inquiries while analyzing complex legal and technical information related to market operations.

Energy

Comp. & Benefits

No H1B

Responsibilities

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

Research participant questions and issues by interpreting, analyzing, and summarizing the Transmission, Markets and Services Tariff, manuals, procedures, user guides, and other documentation

Collaborate with department members and ISO business owners as appropriate. Develop and improve procedures, performance support tools, FAQs, and Salesforce knowledge articles

Assist with department and participant readiness for market, application software, and procedure changes. Send participant notices and conduct phone outreach

Information & Support Analysts rotate responsibility for on-call coverage via pager outside of call centers hours for about 13 weeks each year and are compensated in addition to base salary in accordance with the company policy for on-call duty

Support other Participant Support & Solutions functions such as serving on project teams, mentoring new participants, and executing membership responsibilities

Qualification

Analytical skillsElectricity marketsCommunication skillsMicrosoft Office SuiteBusiness judgmentInterpersonal skillsWork independentlyTeam collaboration

Required

A bachelor's degree in engineering, Business, Economics, Mathematics, or other technical field. Other fields of study are considered with evidence of analytic ability and business acumen

Interpersonal skills and the ability to communicate clearly and concisely in both written and oral forms

Business judgment and the ability to interpret, analyze, and summarize complex legal and technical information to resolve issues

Ability to synthesize information to develop procedures, performance support tools, FAQs, and the Salesforce knowledge articles

Proficiency with Microsoft Office Suite desktop applications

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

Demonstrated excellent written and oral communication skills

Preferred

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)

Knowledge of ISO New England's settlement processes

Benefits

Enhanced 401(k) and financial planning support

Tuition reimbursement and professional development

Wellness programs, including an onsite gym

Free coffee at our onsite café

Flexible work hours

Employee Business Networks

Comprehensive health insurance (medical, dental and vision)

Flexible spending and health savings accounts

A 401(k) plan with generous employer contributions and a student debt benefit

Life and AD&D insurance

Disability insurance

Critical illness and hospital indemnity benefits

Paid time off

Paid leave

A wellness program

An employee assistance program

Company

ISO New England Inc.

Keeping the power flowing reliably and at competitive prices to the homes, businesses, and industries across the six diverse states of New England is a complicated, demanding, and ever-evolving job.

Founded in 1997