Process Automation Specialist

Job Summary The purpose of the Process Automation Specialist is to design, develop and implement automation technology solutions using Visual Studio, Pega, Access, SQL databases and other technologies that enhance and support the performance of the Customer Contact Centers' strategic goals and objectives; trouble shoot when technology issues occur and act as the liaison with IT. Essential Functions Design, develop, code, test, and implement automation tool solutions to continuously improve and enhance operations. Collaborates with Customer Care Center (CCC) Operations, Support Operations and other business partners (e.g. Regulatory, Revenue Recovery, Training, IC, and Operations) to identify areas in which automation technology solutions can be implemented for process improvement which enhances the performance of the CCC Operations. Reviews and analyzes performance data to determine if any metrics of CCC operations can be enhanced by implementing automation technology solutions. Recommends to CCC Operations automated technology solutions to resolve performance issues. Develops project plan for implementation. Oversees and manages project plans and issues with business continuity planning, development and Implementation activities. Acts as CCC Operational liaison with IT, managing and coordinating Companywide IT initiatives that result in changes within the Centers including IT upgrades, new hardware / software installation, technical troubleshooting, testing, etc. Identifies and recommends changes to maintain a culture of continuous improvement and service excellence. Learns new systems, application, and technologies Support Leaders in testing and developing test plans. Validation testing pre and post technology changes. Flexible in working a schedule including nights, weekends, stand-by and emergency support as assigned Learns new systems, application, technologies and business domains. Provides ongoing support, trouble-shoot and resolution of production issues. Maintains up-to-date knowledge and solid understanding of the CCC operations, performance capabilities, processes, customer service concepts and practices Required Qualifications for Position Completes tasks independently as well as in small team settings. Must be motivated with a high degree of initiative, a quick learner, and can manage multiple priorities in a fast-paced environment Provides ongoing support, trouble-shooting and resolution of production issues. Reviews and analyzes organizational needs and goals to determine future impacts to applications and systems Produces both high-level and detailed-level designs based on business requirements and defined architectures Coordinates with both onshore and offshore teams to ensure coding, testing, debugging and implementation activities are completed as required Reviews the components to define development/testing timelines and project plans; analyze and estimate feasibility, cost, time and scope Understands industry trends, standards and practices as they apply to NiSource. Other duties as assigned. Required Qualifications For Position Bachelor's Degree or certification in Computer programming/management. 1-3 Years of experience developing applications in a corporate environment. Enhanced knowledge and understanding of CIS and/or DIS. Completes tasks independently as well as in small team setting. Must be motivated with a high degree of initiative, a quick learner, and have the ability to manage multiple priorities in a fast-paced environment. Self-Motivated, detail oriented, ability to maintain high level of accuracy Must demonstrate a high level of attention to detail. Must demonstrate ability to learn new technologies and tools. Must demonstrate strong analytical and troubleshooting skills. Must demonstrate the ability to balance development, testing, and support roles. Must demonstrate strong interpersonal skills and ability to work well with others. Advanced skills with personal computers, data base management, and software such as M365 Office. Flexible in working a schedule including nights, weekends, stand-by and emergency support as assigned. Support Leaders in testing and/or developing test plans. Validation testing pre and post technology changes Individuals who are collaborative, open-minded, and driven. Develops, codes, unit tests, debugs, and implements RPA solutions Reviews and analyzes organizational needs and goals to determine future impacts to applications and systems. Preferred Additional Qualifications for Position 1-3 years Programing experience in Robotic Process Automation 1-3 years Developing VBA applications or equivalent. No less than 1 year Experience in Call Center Operations LEAN Six Sigma Physical Demands Standing - Occasionally Walking - Occasionally Sitting - Constantly Lifting - Rarely Carrying - Rarely Pushing - Rarely Pulling - Rarely Climbing - Rarely Balancing - Rarely Stooping - Rarely Kneeling - Rarely Crouching - Rarely Crawling - Rarely Reaching - Rarely Handling - Occasionally Grasping - Occasionally Feeling - Rarely Talking - Constantly Hearing - Constantly Repetitive Motions - Frequently Eye/Hand/Foot Coordination - Frequently The preceding description is not designed to be a complete list of all duties and responsibilities required of the position. As a public utility, NiSource provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities. Work Authorization Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future. Workplace Connection We value a workplace where everyone feels