Stakeholder Services Representative

takeholder Services Representative is to support their colleagues in the day-to-day operations as needed, demonstrate consistent leadership characteristics in dealing with internal/external customers including supporting NYISO management and policies. The department fields technical inquiries from electric generators, utilities, demand response providers, and consumers that participate in New York's wholesale power markets.

The Stakeholder Services Representative must be able to comprehend and resolve technical issues, working independently in a team environment, performing highly complex tasks resolving inquiries impacting Market Participant interactions with NYISO's market systems and grid operations. The Stakeholder Services Representative will resolve technical/in-depth challenging inquiries, understanding customer positions, act as their advocate before the NYISO working closely with Market Participants to educate them on NYISO's markets, products, and services. The Stakeholder Services Representative will research and respond to inquiries of a technical and/or market-related nature. They will autonomously review complex information relevant to participants in NY's high voltage electric power markets and resolve these inquiries using existing and newly created documentation and in concert with the efforts of subject matter experts. The Stakeholder Services representative is a unique role where interaction with every NYISO department is necessary to be successful. Working in a highly matrix environment across the enterprise, the Stakeholder Services representative is responsible from start to finish on all inquiries. They also Work directly with internal NYISO departments across the value chain to test/coordinate new products/enhancements including assisting/ Member Relations. Interaction across departments to deliver a complete customer service experience is imperative as we work to register new Market Participants and foster relationships. The Stakeholder Services Representative will demonstrate a thorough understanding of the NYISO's markets and processes while meeting the individual needs of the customers participating in NYISO's wholesale electric market.

ESSENTIAL DUTIES and 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

QUALIFICATIONS:

• 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.
• Prior leadership experiences a plus but not required.

ADDITIONAL REQUIREMENTS

• 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.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit, and use hands to perform routine office tasks. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate. Contact with staff and public will occur. Travel may be required to attend and/or conduct meetings, conferences, and training. This position requires supporting NYISO's Markets, systems/applications, and Grid Operations activities in a 24/7/365 capacity. An on-call rotational shift is administered for all Stakeholder Services representatives. This position may require work on nights, weekends, or holidays.

The NYISO takes pride in recruiting, developing and retaining highly talented individuals. In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs.

The NYISO offers the flexibility to work both in the office and remotely, providing our employees with an enhanced work life balance. While the majority of the responsibilities of this role can be performed remotely, in most cases, employees will have periodic on-site requirements based on business needs.

All offers of employment will be made contingent upon the successful completion of a drug screening and background check.

The NYISO is an Equal Opportunity Employer and as such, does not discriminate in its hiring or employment practices.

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Salary Range

$66,800-$111,700 USD