Eversource Energy · 1 month ago
Senior Analyst, Digital Operations Support (Hybrid Schedule)
Westwood, MA
Full-time
Hybrid
Mid, Senior Level
$105K/yr - $117K/yr
5+ years expEversource Energy is a utility company that provides energy services. They are seeking a Senior Analyst in Digital Operations Support to manage day-to-day operations of self-service products and improve customer experience through collaboration with IT and third-party agencies.
DeliveryElectrical DistributionEnergyEnergy EfficiencyNatural ResourcesOil and GasRenewable EnergyStaffing Agency
No H1B
Responsibilities
Serves as subject matter expert (SME) and customer service contact for technical issues and project deliverables
Troubleshoot web issues and resolve concerns in collaborative manner with stakeholders and vendors
Manage tickets from the Digital Operations Incident and Request Queue
Work independently to research, manage, and resolve incidents and defects
Manage several high priority tasks at one time
Leverage business and technology process understanding to: respond to customer/regulator questions and complaints, educate stakeholders, respond to season-related issues, and perform storm-based functions
Respond to regulatory and law enforcement agency requests in a timely and accurate manner
Participate in business testing teams to ensure successful user acceptance testing
Support and perform business checkout for various projects and incident fixes deployed to the production environment
Assist with developing best practices around quality assurance and process management
Collaborate with others for solutions and/or recommendations for issues through the use of analytics, and customer feedback
Provide training support for various departments on customer-facing web technologies
Support others in Digital Strategy
Qualification
Required
Requires a strong focus on serving customers in the utility industry as well as an understanding of the self service tools and testing processes
Self-motivated, efficient problem solver with high attention to detail
Requires process documentation, and presentation skills as well as ability to use common PC desktop applications
Five (5) plus years in a Customer Service environment
Experience understanding and explaining, verbally and in writing, complex customer account scenarios to stakeholders and customers
Experience investigating and resolving executive customer and regulatory complaints
Experience researching and identifying customer issues with self service products
Successfully collaborates with cross-functional groups to provide subject matter expertise to identify or resolve issues
Able to prioritize and manage multiple tasks simultaneously with minimal supervision
Strong understanding of business processes
Supported improvements in processed and best practices
Successfully worked with cross functional department
Experience with testing customer facing web platforms
Ability to work outside of typical business hours, as needed
Preferred
Bachelor's degree preferred, Business Management or Technology focus a plus or equivalent experience
Benefits
Eversource offers a competitive total rewards program.
Check out our careers site for an overview of our benefits programs.
Company
Eversource Energy
Eversource transmits and delivers electricity and natural gas for more than 3.6 million electric and natural gas customers.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.49BKey Investors
US Department of Energy
2025-10-17Post Ipo Debt· $600M
2025-03-04Post Ipo Debt· $800M
2024-08-19Grant· $89M
Leadership Team
Thomas May
President and CEO
Paul Chodak III
Executive Vice President and Chief Operating Officer
Recent News
Hartford Business Journal
2026-01-17
NH Business Review
2026-01-17
2025-12-24
Company data provided by crunchbase