Projects and Process Analyst/Sr. Projects and Process Analyst

This position will be open to internal and external applicants and will close on Friday, March 14, 2025.

This Projects and Process Analyst position pays between $63,440.00 to $79,300.00, and the Sr. Projects and Process Analyst position pays between $78,640 and $98,300. Placement in either level is based on skills, experience and education of the successful candidate.

About This Opportunity

Join New Mexico Gas Company's best in class customer service team! We are seeking a customer-focused individual with an analytical mind and great critical thinking skills to join our company as an Analyst, Project and Process. This position will be responsible for Customer Service (CS) strategy; leadership of and participation in technical projects; business case development; identification and recommendation of strategies to increase process efficiency; customer service improvement and cost reductions.

Primary Duties and Responsibilities

This list does not reflect the job duties in their entirety.

• Assists and supports technical project implementations, including Public Regulation Commission (NMPRC) compliance, and tribal projects. Assists in monitoring and updating plan progress including utilizing key performance metrics on internal dashboard data, benchmark data, statistical surveys, and customer satisfaction surveys.
• Small to medium projects with varying levels of complexity, impacting multiple business units.
• Assists in developing business cases for process improvements within the Customer Service function. Assists in the research, development and deployment of technology solutions that meet business requirements
• Leads cross- functional teams to redesign and implement process changes, including workflow analysis for overall process improvements (non-technology related).
• Provides consultation and assistance for Customer Service Business Continuity and Disaster Recovery Plan.
• Provides assistance in researching, and/or reviewing regulatory filings and testimony involving customer service.
• Assists with and provides support in management of the Company's low-income programs including the New Mexico Gas (NM) Low-Income Home Energy Assistance Program (LIHEAP) and Heat NM.
• Researches, validates, responds to, and resolves complex, sensitive, or political types of customer inquiries, complaints, and issues.
• Assist in compiling and maintaining reports and information.
• Coordinates, reviews, and provides assistance in documenting operational procedures associated with core customer service processes; provides training and other applicable information to customer service personnel.
• Assist with and provides support with the full range of customer service principles, functions of the customer service operations and customer information system (CIS).

*Senior Level: Entry Level Duties Plus Additional Responsibilities

Successful Candidate Must Have:

• A High School Diploma or GED
• A valid driver's license with an acceptable driving record
• Analyst, Project and Process: 2 years of work experience related to the duties and responsibilities of this position.
• Senior Analyst, Project and Process: 4 years of work experience related to the duties and responsibilities of this position, including 1 year of project work.
• Preferences: Bachelor's degree; experience with Customer Information Systems (CIS) and Banner, Microsoft Office and Customer Service with an emphasis on de-escalation and negotiation.

Working Conditions

Normal office environment. Some projects may require overtime and weekend work.Regularly required to stand and/or walk up to 2/3 of the time and sit up to 1/3 of the time. Manual dexterity required and the ability to talk, see and hear. Occasional bending, kneeling, reaching, twisting, and lifting to 10 lbs.