Stakeholder Account Analyst

Role: Stakeholder Account Analyst II

Duration – 12 months

Location:  2750 Monroe Blvd, Audubon, PA 19403- 

Job Summary:

Stakeholder Account Analyst I (II)

The Stakeholder Account Analyst is responsible for managing and acquiring tool user data from multiple sources within and outside of the company environment.  The Account Analyst serves as the liaison between the company and its members for setting up and provisioning access to company tools.  This role will also be responsible for maintaining this information and interfacing with members and impacted PJM departments to make changes or updates as needed.  The Account Analyst will also provide support in implementing stakeholder-related processes and assisting in resolving new and ongoing issues for PJM Members.

Essential Functions

• Support the set-up and management of all company accounts and their associated privileges for access to PJM Stakeholder Process related tools
• Assist external Roster Mangers and voters with the set up and management of their user accounts and access to PJM’s voting application tool and functions
• Monitor and follow up, as necessary, with external customers regarding the accuracy of submitted information in Roster Manager and voting application
• Work with external stakeholders and various internal PJM key areas to ensure that the appropriate roster manager and voter roles, responsibilities and requirements are followed and enforced
• Provide guidance for new stakeholder introductions into PJM Stakeholder Process related tools, roles, and associated accesses
• Conduct on-going Roster Manager / Voting user and system account validations per the documented requirements in PJM Manual 34 and internal processes
• Evaluate and periodically review PJM Member access for proper qualifications and work with PJM staff to support the administration of secured content and registrations
• Generate various reports and documentation for informational distributions, as needed for internal analysis
• Maintain timely and accurate records of Member voting, roster and secured access accounts and take appropriate action within PJM tools
• Work with internal PJM staff to administer and support PJM’s Issue Tracking tool and automated posting process for meeting materials
• Document and maintain PJM Stakeholder Process tools and other PJM stakeholder process related documentation
• Support Stakeholder Process meetings and logistics as needed
• Maintain knowledge of the business environment, objectives and requirements relative to PJM''s processes and tools and use that knowledge to develop communications for internal and external Members.

Qualifications

• Education
• Required
• BS - Business Administration
• Or equivalent work experience
• Preferred
• MBA - Business Administration

• Required Work Experience
• 2+ years of relevant experience
• Business Analyst with experience in customer service

• Required Skills and Abilities
• Ability to visualize and solve complex problems
• Ability to produce high-quality work products with attention to detail
• Proficient in Microsoft Office Suite (MS-Word, MS-Excel and MS-Powerpoint)
• Experience in external customer interface
• Experience using effective verbal and written communication skills
• Ability to understand business needs, while establishing and maintaining a high level of customer trust and confidence
• Ability to utilize a questioning mindset
• Prior experience administering homegrown tools and technologies

• Preferred Skills and Abilities
• Understanding of system accounts and access controls
• Experience with Sharepoint and Salesforce

Ability to develop strong relationships with multiple departments and divisions