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NYISO · 13 hours ago

Stakeholder Services Representative

Rensselaer, New York, United States

Full-time

Hybrid

Mid, Senior Level

$69K/yr - $115K/yr

5+ years exp

The New York Independent System Operator (NYISO) is seeking a Stakeholder Services Representative to manage inquiries from Market Participants and support the day-to-day operations of the department. This role involves resolving technical issues, advocating for customers, and coordinating with various internal departments to ensure a comprehensive customer service experience in New York’s wholesale power markets.

ElectronicsEnergy

Comp. & Benefits

Responsibilities

Receive, initiate, and manage tracking of customer-related inquiries pertaining to the NYISO markets and/or market-related systems

Inquiries are received through multiple channels, Email, Chat, Phone and Member Community Portal. Inquiries are also relayed through other NYISO departments as they interact with NYISO customers and Market Participants

Document all customer related activities (inquiries, contact data, contact roles and pertinent information on participation in the NYISO markets in the CRM-Customer Relationship Management software & the MIS-Market Information System

Perform research to resolve customer inquiries and provide a detailed resolution. Research may involve one or more of the following:

Review of NYISO Tariffs, Manuals, User Guides and Technical Bulletins

Utilization and a functional understanding of NYISO Data systems (MIS, DSS, DRIS, ICAP, etc.)

Consultation with other Stakeholder Services Team Members

Consultation and discussion with NYISO Subject Matter Experts residing in other departments in a particular area

Coordinating conference calls with all parties involved to review issue and propose solutions. Meeting may take place over multiple weeks/months and could require involvement with many NYISO departments

Perform periodic and ad hoc reports and analyses. Involves; accessing systems, generating reports and review findings/interpret results and then communicate information back to the customer. Involvement with other NYISO departments may be required to discern information and facilitate positive outcomes

Serve as a customer advocate for the Market Participant– thoroughly understanding their position (which may be of a highly technical and complex nature), and adequately represent them in NYISO meetings and discussions

Understand NYISO’s position on market design strategies and convey those positions when appropriate

Develop a professional relationship with assigned Market Participants. Work with Market Participants to identify and resolve their company-wide issues, which may be of a highly technical and complex nature. Ensure that the Market Participants’ issues are properly shared within the department or NYISO, if appropriate

Responsible for customer data entry and contact data maintenance in NYISO’s CRM-Customer Relationship Software, including access and administration processes for many of NYISO’s software systems

Prepare and process customer Dispute and Claims Committee (DAC) claims, which may be of a highly technical and complex nature, on behalf of Market Participants. Analyze and present claims to the COO-Chief Operating Officer and DAC Committee with a proposed resolution. Convey results of the DAC to the Market Participant including communicating financial impacts of the DAC and when/if compensation will be delivered

Develop and deliver presentations related to NYISO Stakeholder Services departmental functions

Work in conjunction with other NYISO departments to send communications to the Marketplace by utilizing NYISO’s email software system integrated with the CRM tool. This includes complex software and outage notifications for critical NYISO markets systems

Act as key internal expert on assigned market participant sector issues

Ability to understand NYISO technical documents (tariffs, technical bulletins, manuals, guides, etc.) for discussions with both internal and external customers

Work directly with internal NYISO departments (e.g., project management, information technology) to test and coordinate new product enhancements

Ability to maintain composure and confidence when faced with tense or stressful situations including the ability to engage / update management when necessary

Maintain current knowledge of the energy industry and NYISO system applications by following pertinent industry energy news as well NYISO technical bulletins, documentation changes and market design enhancements impacting NYISO’s Market Services Tariff (MST) and Open Access Transmission Tariff (OATT)

Cross train Stakeholder Services representatives to educate them on the various inquiries related topics to expand the knowledgebase across the department. Shares insights and experiences, promotes a collaborative climate for learning. This includes developing Knowledge Articles for the Knowledge Article Platform

Work closely with the Information Technology department to communicate technical changes impacting NYISO’s Market Participants. (e.g., security communication protocols, digital certificates, access control, market outages to NYISO systems, etc.)

Work closely with NYISO Legal, IT, Operations, and Planning departments to facilitate access to CEII-Critical Energy Infrastructure Information. Process requests and communicate access status for Market Participants and organizations participating in NYISO’s Interconnection process. CEII access is also required for additional NYISO information, including but not limited to:

Interconnection Project Study data

Planning Study data

FERC 715 Data

TCC-Transmission Congestion Contracts data

MyNYISO access for secure content on the NYISO public Website. (e.g., Operating Committee documents)

PMU Specification

Direct Communications Procedure

Control Room Manual (including Appendices)

Responsible for resolving access issues related to CEII access and work with internal NYISO resources when needed

Work closely with NYISO departments to facilitate annual processes mandated by NYISO Market Tariffs. Responsible for coordinating and communicating updates to all NYISO’s Market Participants to ensure compliance. Responsible for supporting (access and functionality) to all NYISO’s markets, products and services including software systems serving energy to 20 million residents of NY. Systems and software applications responsible for supporting include but limited to are:

MIS: Market Information System

JESS: Joint Energy Scheduling System

CSI: Customer Settlement Interface

ITOA: Transmission Outage Application

GFER: Generator Fuel Emissions Reporting

DSS: Decision Support System

SDX: Upload/Download Interface

DRIS: Demand Response Information System

TCC: Transmission Congestion Contract Automated Market System

ICAP: AMS: Installed Capacity Auxiliary Market System

CMS: Credit Management System

SSAM: Self Service Account Management

GADS: Generator Availability Data System

Qualification

Electric utility experienceTechnical document interpretationCustomer Relationship ManagementMarket support softwareData analysisCommunication skillsInterpersonal skillsLeadership skillsTeamworkProblem-solving

Required

Bachelor's degree from an accredited university or college required (Engineering, Finance, Business, Economics or Communications)

Five years' experience in the electric utility industry or a related technical field

Strong oral and written communication skills

Strong interpersonal and leadership skills

PC proficiency

Sound business acumen

Able to effectively interface with all levels of internal and external customers

Ability to perform in a team environment

Ability to read, analyze and interpret common scientific and technical documents

Ability to respond to a wide variety of inquiries or complaints from Market Participants, regulatory agencies, or members of the business community

Ability to effectively present information in one-on-one and small group situations to Market Participants, department managers and other employees

Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of geometry / trigonometry

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Ability to understand more advanced mathematical concepts in interpreting technical bulletins and documents to find an appropriate answer to market participants' questions

Ability to resolve problems, collect data, establish facts, and draw valid conclusions

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

General level of competency in Windows operating environment using MS Office applications, such as Word, Excel, Access, and PowerPoint, e-mail, and internet programs

Intermediate competency is desired in market support software systems